Florida State University
IT Analyst (Open Rank)
Florida State University, Tallahassee, Florida, us, 32318
Department
This position is within FSU's Department of Information Technology Services (ITS)
Responsibilities
RSCH IT provides technical support to all units under the Office of Research umbrella as well as the Coastal and Marine Lab located in Turkey Point, Florida. We collaborate with other ITS units and campus IT departments providing innovative customer support for our unique environment. We support over 200 devices, and we provide in- person and remote services to on campus, full remote, and hybrid users.
All levels provide support to devices, users, and services managed by the Office of Research Technical Operations team which supports the Office of Research and the Coastal and Marine Lab. The IT Analyst will be expected to track, troubleshoot, and resolve issues with clear and courteous communications, in-person and remotely, using various customer management tools.
Level I:
Focus: This entry level position provides Tier 1 help desk technical customer support.
Help desk
- Serves as a central point of contact for the Office of Research on the RSCH IT Help desk. Responds to and prioritizes help desk requests and security incidents independently to resolve outstanding issues quickly and accurately. Communicates courteously and effectively with users and provides advanced-warning technical notices and proactive solutions to users regularly. Responsible for providing technical customer support, both in-person and remote, for various hardware, software, and network platforms. Works multiple customer issues simultaneously while providing high customer satisfaction. Follows up with customers to ensure customer inquiries are resolved, and the user is satisfied. Uses the service center case management system to create, document, notate, and close work tickets promptly. Audit accounts, data, and permissions in various subsystems and ensure security compliance of IT devices within Research. Prioritizes requests appropriately and defers to the IT Manager for direction on conflicts.
Device Management
- Works with other staff to troubleshoot, evaluate, install, provision, and configure workstations, printers, and specialty research devices and escalates overdue, recurring, or complex issues in a timely matter. Set up, relocate, and reformat machines to DoD standards and prepare devices for surplus or recycling. Perform preventative maintenance, inventory, and hardware upgrades regularly.
Documentation - Adheres to and updates processes for systems and procedures. Updates technical systems and documentation regularly, for use by internal and external entities, to ensure information is current and easily understood. Manages a database of users, licenses, inventory, and computer specifications and ensures it is accurate.
Level II:
Focus: This intermediate level position provides Tier 2 help desk technical customer support. In addition to the responsibilities listed in Level I, Level II is also responsible for the following:
Help desk - Provides higher level help desk support and escalates complex issues to Level III/Tier III. Seeks guidance from IT Manager or Level III. Expected to train and assist Level I personnel. Works as a team and may direct the team at times in an efficient, coherent manner. Expected to be a self-starter and shows initiative to provide optimal solutions to the Office of Research userbase and supported parties.
Device Management - Manages equipment with low supervision. Coordinates replacement schedules with staff to reduce downtime. Coordinates with IT Manager on individual lifecycle replacements deployments.
Documentation - Creates documentation and validates, updates, tests, and reviews information for consistency and accuracy.
Qualifications
Level I: High school diploma or equivalent and two years of technical experience or a post high school education and experience equal to two years
Level II: Bachelors and two years of technical experience or a High school diploma or equivalent and four years of experience. (Note: or a post high school education and experience equal to four years)
Preferred Qualifications
CompTIA A+ certification preferred.
Self-starter with high initiative and has thorough follow-up skills.
A strong attention to detail.
Helpful
Who is an ideal candidate for this position?
The Department seeks a candidate with excellent communication skills and a keen attention to detail. Someone who is comfortable working in a fast-paced environment in a rapidly changing technical field.
What is a typical day in this position?
Reporting to the IT Manager, the IT Analyst is responsible for providing high-level technical support for devices and services managed by the Office of Research Technical Operations. The IT Analyst will also be responsible for completing work orders in the desired time frame that meets customers' needs.
Specific duties include:
Tracking and troubleshooting user and device issues
Resolving work orders quickly and accurately
Configure, build, and deploy devices to the Office of Research staff.
Manage and update documentation
Provide remote and in-person support for customers
Troubleshoot and resolve hardware and software issues
What can I expect in the first 60-90 days?
The first several weeks will consist of training and working closely with the IT Manager learning*the ins and outs of the database that stores user data, ORTO Inventory, and ORTO telephone systems. You will travel to PC deployments and observe the process. You will be empowered to share your thoughts and ideas about the process before you begin your deployments. You will learn Salesforce, which is the work order system for ORTO. You will examine tickets that are assigned to you and get them resolved at a time that meets customer expectations.
University Information
One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!
Learn more about our university and campuses.
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive too l to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
Veterans' Preference
Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.
IMPORTANT: To claim Veterans' Preference, select "yes" to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.
Click the links for eligibility information and required documentation , or call FSU Human Resources at (850) 644-6034 .
Considerations
This is an USPS (University Support Personnel System) position.
This position requires successful completion of a criminal history background check .
This position is being re-opened. Previous applicants need not apply.
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.
FSU's Equal Opportunity Statement can be accessed at : https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf .
This position is within FSU's Department of Information Technology Services (ITS)
Responsibilities
RSCH IT provides technical support to all units under the Office of Research umbrella as well as the Coastal and Marine Lab located in Turkey Point, Florida. We collaborate with other ITS units and campus IT departments providing innovative customer support for our unique environment. We support over 200 devices, and we provide in- person and remote services to on campus, full remote, and hybrid users.
All levels provide support to devices, users, and services managed by the Office of Research Technical Operations team which supports the Office of Research and the Coastal and Marine Lab. The IT Analyst will be expected to track, troubleshoot, and resolve issues with clear and courteous communications, in-person and remotely, using various customer management tools.
Level I:
Focus: This entry level position provides Tier 1 help desk technical customer support.
Help desk
- Serves as a central point of contact for the Office of Research on the RSCH IT Help desk. Responds to and prioritizes help desk requests and security incidents independently to resolve outstanding issues quickly and accurately. Communicates courteously and effectively with users and provides advanced-warning technical notices and proactive solutions to users regularly. Responsible for providing technical customer support, both in-person and remote, for various hardware, software, and network platforms. Works multiple customer issues simultaneously while providing high customer satisfaction. Follows up with customers to ensure customer inquiries are resolved, and the user is satisfied. Uses the service center case management system to create, document, notate, and close work tickets promptly. Audit accounts, data, and permissions in various subsystems and ensure security compliance of IT devices within Research. Prioritizes requests appropriately and defers to the IT Manager for direction on conflicts.
Device Management
- Works with other staff to troubleshoot, evaluate, install, provision, and configure workstations, printers, and specialty research devices and escalates overdue, recurring, or complex issues in a timely matter. Set up, relocate, and reformat machines to DoD standards and prepare devices for surplus or recycling. Perform preventative maintenance, inventory, and hardware upgrades regularly.
Documentation - Adheres to and updates processes for systems and procedures. Updates technical systems and documentation regularly, for use by internal and external entities, to ensure information is current and easily understood. Manages a database of users, licenses, inventory, and computer specifications and ensures it is accurate.
Level II:
Focus: This intermediate level position provides Tier 2 help desk technical customer support. In addition to the responsibilities listed in Level I, Level II is also responsible for the following:
Help desk - Provides higher level help desk support and escalates complex issues to Level III/Tier III. Seeks guidance from IT Manager or Level III. Expected to train and assist Level I personnel. Works as a team and may direct the team at times in an efficient, coherent manner. Expected to be a self-starter and shows initiative to provide optimal solutions to the Office of Research userbase and supported parties.
Device Management - Manages equipment with low supervision. Coordinates replacement schedules with staff to reduce downtime. Coordinates with IT Manager on individual lifecycle replacements deployments.
Documentation - Creates documentation and validates, updates, tests, and reviews information for consistency and accuracy.
Qualifications
Level I: High school diploma or equivalent and two years of technical experience or a post high school education and experience equal to two years
Level II: Bachelors and two years of technical experience or a High school diploma or equivalent and four years of experience. (Note: or a post high school education and experience equal to four years)
Preferred Qualifications
CompTIA A+ certification preferred.
Self-starter with high initiative and has thorough follow-up skills.
A strong attention to detail.
Helpful
Who is an ideal candidate for this position?
The Department seeks a candidate with excellent communication skills and a keen attention to detail. Someone who is comfortable working in a fast-paced environment in a rapidly changing technical field.
What is a typical day in this position?
Reporting to the IT Manager, the IT Analyst is responsible for providing high-level technical support for devices and services managed by the Office of Research Technical Operations. The IT Analyst will also be responsible for completing work orders in the desired time frame that meets customers' needs.
Specific duties include:
Tracking and troubleshooting user and device issues
Resolving work orders quickly and accurately
Configure, build, and deploy devices to the Office of Research staff.
Manage and update documentation
Provide remote and in-person support for customers
Troubleshoot and resolve hardware and software issues
What can I expect in the first 60-90 days?
The first several weeks will consist of training and working closely with the IT Manager learning*the ins and outs of the database that stores user data, ORTO Inventory, and ORTO telephone systems. You will travel to PC deployments and observe the process. You will be empowered to share your thoughts and ideas about the process before you begin your deployments. You will learn Salesforce, which is the work order system for ORTO. You will examine tickets that are assigned to you and get them resolved at a time that meets customer expectations.
University Information
One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!
Learn more about our university and campuses.
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive too l to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
Veterans' Preference
Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.
IMPORTANT: To claim Veterans' Preference, select "yes" to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.
Click the links for eligibility information and required documentation , or call FSU Human Resources at (850) 644-6034 .
Considerations
This is an USPS (University Support Personnel System) position.
This position requires successful completion of a criminal history background check .
This position is being re-opened. Previous applicants need not apply.
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.
FSU's Equal Opportunity Statement can be accessed at : https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf .