Job details

Technology Support Specialist II

The Technology Support Specialist is responsible 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.

Responsibilities Include:

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.

Requirements Include:

1-3 years of experience in related field
Previous experience working in a fast-paced team environment
Preferred – Associate Degree or Bachelor’s Degree in Management Information Systems or other equivalent combination of education and experience
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

Equal Opportunity

Florida Tech does not discriminate on the basis of race, color, gender, religion, sexual orientation, national origin, disability, genetic information, age, pregnancy, parenting status, veteran status or retirement status in its activities and programs. In accordance with Title IX of the Education Amendments of 1972, Florida Tech does not discriminate on the basis of sex. Inquiries concerning the application of the non-discrimination policy may be directed to the Office of Title IX at John E. Miller Office Building (401QAD), 150 West University Blvd, Melbourne, FL 32901,

TitleIXCoordinator@fit.edu

, or 321-674-8885, or to the U.S. Department of Education Office for Civil Rights.

Americans with Disabilities Act

Please notify us at least five days in advance if a reasonable accommodation for a disability is needed by calling the Office of Human Resources at 321-674-8100.

The Annual Security and Fire Safety Report

In compliance with the Clery Act, the University annually provides a report to each student and current employee, as well as to prospective employees and students, that provides a detailed disclosure of information regarding campus security practices (including Emergency Response Plan, Timely Warnings, Emergency Notifications, Missing Persons, fire safety policies, fire prevention data, and Crime Log policies), as well as crime and fire-related incident statistics for the preceding year. The

Annual Security and Fire Safety Report

is available online.

Official Transcripts

Official transcripts of all collegiate work must be sent directly from the attended institution to the Office of Human Resources prior to the first day of employment. All international degrees must have a course-by-course official evaluation and translation sent to the Human Resources Office directly from an evaluation company affiliated with the National Association of Credential Evaluation Services, Inc. (NACES).

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Florida Institute of Technology Glassdoor Company Review

3.9