Help Desk Specialist - College of Medicine

Florida Atlantic University•Boca Raton, FL

4d•Onsite

About The Position

Florida Atlantic University is seeking a Help Desk Specialist for the College of Medicine IT department in Boca Raton, FL. This role serves as a first and second-tier support for the FAU College of Medicine computer user community, assisting with various technologies including wireless configuration, account management, Office365, password resets, network shares, and SharePoint site management. The specialist will also be responsible for developing documentation, installing operating systems and software, troubleshooting hardware and software issues, and supporting technology in classrooms and meeting spaces. The position involves handling requests via phone, chat, tickets, and walk-ins, recommending technology solutions, and maintaining technical expertise through continuous learning.

Requirements

Bachelor's degree from an accredited institution in an appropriate area of specialization and one year of appropriate experience; or associates degree from an accredited institution in an appropriate area of specialization and three years of appropriate experience; or high school diploma and five years of appropriate experience required.
Solid technical writing skills are necessary.
Good written and verbal skills are required.
Superior customer service skills are required.
Valid Driver's License required.

Nice To Haves

Experience with supporting mobile devices such as iPhone and /or Android phones.
Experience with installing, supporting, and troubleshooting Windows.
Experience with installing, supporting, and troubleshooting Mac operating systems and Microsoft Office365 suite.
Experience with Active Directory, SCCM, Intune, and JAMF.

Responsibilities

Provides first and second-tier support to the FAU College of Medicine computer user community with all supported technology.
Technology includes wireless configuration of student, staff, and faculty devices, account management support, Office365 support, password resets, assigning users to network shares, creating and managing SharePoint sites, developing and maintaining documentation, designing, testing, and installing operating systems and application software on desktop systems.
Receives incoming requests and problems and researches to resolve or expedite the resolution of computer problems.
Provides hands-on support for all technology and AV used in COM Classrooms and meeting spaces.
Troubleshoot software, network, and hardware (PC/MAC/Printers/Mobile Devices) related issues.
Tests new procedures and technology and works with the Assistant Director of COM System and Support to make certain all installation, debugging, and troubleshooting procedures used by the COM IT team are efficiently designed and capable of being executed by COM IT or end users.
Responsible for handling incoming requests via phone, chat, tickets, and walk-ins.
Recommends technology solutions to departments as required by his/her supervisor.
Maintains/enhances technical expertise level by keeping current with industry standards and technical trends and advances skill set by taking personal initiative.
Performs other job-related duties as assigned.

Benefits

Medical (PPO/HMO $50 per month single & $180 per month family)
Dental
Vision
Life Insurance
Flexible Spending plans
Employee Assistance Program (EAP)
State retirement options including tax-deferred annuities and Roth 403(b) plans.
State employees Public Service Loan Forgiveness (PSLF) program.
Sick Leave Pool Program.
Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President’s discretion).
Paid Community Engagement Volunteer Service Day
Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment.
For in-unit faculty, the EESP program may be extended to spouses and dependent children (eligibility rules apply).