Technology Support Specialist II

Florida Institute of Technology•Melbourne, FL

20h

About The Position

The Technology Support Specialist is responsible for the tier 1 and 2 day-to-day operation of the Technology Support Center’s functions and works with student workers to support Florida Tech end-user technology. This specialty covers the delivery of support services including installations, consultations, troubleshooting, user assistance, and training for Florida Tech employees and students.

Requirements

1-3 years of experience in related field
Previous experience working in a fast-paced team environment
Strong customer service skills
Strong analytical skills and attention to detail
Ability to interact professionally and effectively across all levels of an organization to conduct training sessions and resolve technical support issues
Strong knowledge of PC systems and MAC systems (desktop and laptops)
Experience supporting mobile devices
Ability to prioritize multiple projects and tasks and work independently with little supervision
Experience entering/tracking tickets in incident management systems
Extensive experiencing using and supporting Microsoft Office components including Word, Excel, Outlook and the Office 365 cloud-based tools
Ability to read, interpret, and apply technical documentation
Perform job duties with the utmost integrity and adherence to institutional policy

Nice To Haves

Associate Degree or Bachelor’s Degree in Management Information Systems or other equivalent combination of education and experience

Responsibilities

Troubleshoot technical issues and respond to service requests following agreed procedures.
Follow ticket escalation procedures for tier III support resolution.
Ensure that the student support staff have been trained and updated to help support all technology related issues and concerns from end-users.
Assists with student technician work schedules.
Track support ticket progress and oversee incident workflows to ensure fast resolution of issues and requests.
Log incidents and service requests and maintain relevant records.
Identify and classify incident types and service interruptions.
Record incidents by cataloging by symptom and service offering.
Provide tier 1 and tier 2 customer support for all IT related services.
Assist with employee onboarding and offboarding including computer setup and training.
Execute routine activities of Information Technology such as shipping and receiving of hardware.
Assist to develop and lead training sessions for faculty, staff, and students.
Assist in maintaining IT hardware and software inventories.
Assist with the creation of training materials for IT staff and University-wide use.
Propose services, applications, and procedures to improve or assist with business processes.
Assist in maintaining documentation of IT standard operating procedures for the institution.
Enforce security practices and controls according to institutional policy and industry best practices.
Collaborate with IT staff and leadership to enhance IT services for the Florida Tech community.
Perform other job-related duties as assigned.