OPS Computer Technology Support

Florida State University•Tallahassee, FL

49d•$15

About The Position

The Division of Enrollment Management is comprised of four distinct units: Office of Admissions, Office of the University Registrar, Office of Financial Aid, and Technology Operations. Enrollment Management's integrated services provide distinctive support throughout the students' development and progression in their academic experience - from recruitment through commencement. Through collaboration, communication, and commitment, all units within Enrollment Management achieve the highest level of student-centered service to current and prospective students and families as well as to campus partners across the University. The Technology Operations Unit within Enrollment Management provides technology support, technology-based solutions, systems configuration, identity and data management, and analysis across the division. The unit works closely with subject matter experts in Admissions, Registrar, and Financial Aid to meet the operational and reporting needs of various stockholders across campus. The primary role of the Computer Support team is to provide first contact for all internal service requests, including phone calls, e-mails, and online chats to provide Information Technology problem resolutions and service as efficiently as possible. Translates customer needs, ensuring appropriate submission and accurate completion of all requests that are received into appropriate workflows. Support ranges from providing general information and assistance with submissions to technical troubleshooting including detailed desktop, application, networking, account management, login issues, and email. Requests are fulfilled or routed to appropriate IT provider groups according to specified guidelines using appropriate systems. Participates in training/testing initiatives related to new releases and/or changes to services and systems through collaboration with IT Provider Groups. Assists with testing, troubleshooting, and documentation to incorporate into Computer Support Daily operations. Frequently moves IT equipment weighing up to 35 lbs. between the computer support office and various service locations. Frequently positions self to maintain computers in offices, including under desks and in storage closets. Constantly operates a computer and other office productivity machinery. Other duties and special projects may be assigned, as necessary. Collaborates with all areas of Enrollment Management in a team approach to provide depth of coverage.

Requirements

High school diploma/equivalent and one year of experience. (Note: post high-school education and/or experience may substitute at a comparable rate.)
Must be able to move IT equipment weighing up to 35 lbs. between various service locations.
Must be able to position self to maintain computers in offices.

Nice To Haves

Experience utilizing technical and problem-solving skills.
Familiarity with standard concepts, practices, and procedures for computer support.
Background in customer service with the ability to clearly explain technical concepts to non-technical users.
Experience with Windows 10/11 and modern Linux operating systems, as well as modern software tools such as MS Office, Adobe Creative Cloud, and other enterprise software.
Candidates should be able to multi-task effectively both independently and within a team environment.
Experience prioritizing, organizing, and performing multiple work assignments simultaneously.
Detail-oriented with experience writing procedures and working efficiently within various ticketing systems.
Current students seeking a degree in Information Technology, Computer Science, Cyber Criminology, Information Communication Technology, Electrical Engineering, or similar degrees are encouraged to apply.

Responsibilities

Translates customer needs, ensuring appropriate submission and accurate completion of all requests that are received into appropriate workflows.
Support ranges from providing general information and assistance with submissions to technical troubleshooting including detailed desktop, application, networking, account management, login issues, and email.
Requests are fulfilled or routed to appropriate IT provider groups according to specified guidelines using appropriate systems.
Participates in training/testing initiatives related to new releases and/or changes to services and systems through collaboration with IT Provider Groups.
Assists with testing, troubleshooting, and documentation to incorporate into Computer Support Daily operations.
Frequently moves IT equipment weighing up to 35 lbs. between the computer support office and various service locations.
Frequently positions self to maintain computers in offices, including under desks and in storage closets.
Constantly operates a computer and other office productivity machinery.
Other duties and special projects may be assigned, as necessary.
Collaborates with all areas of Enrollment Management in a team approach to provide depth of coverage.