IT Services Coordinator

The ITS Service Desk is the first point of contact for students, faculty, staff, and constituents of the University when associated with requesting and receiving support for technologies provided by ITS. This position helps ensure that ITS support and service requests are properly managed by ITS service providers and their staff.

This position is a member of the Service Desk Fulfillment team of Information Technology Services (ITS). The Service Desk provides centralized support to campus partners and external customers of Florida State University (FSU) through service requests (work orders) and incidents using a customer relationship management (CRM) tool.

Works in a team environment to ensure processing of orders for ITS provided services. Duties include coordinating efforts regarding installation and information changes/updates for networking configurations (VLANs, ACLs, IP scope), access/security systems, telephone (VoIP and Centrex), features, voice mail, cable TV, data lines/circuits, videoconferencing/multi conferencing bridge, cellular services and mobile devices, and directory/e911 updates.

Responsible for data integrity and quality control for order processing system from order receipt, translation of user needs into standard telecommunications language using appropriate order forms, coordination of all resources (internal and external) to meet timely fulfillment, order status, accurate billing information, and ensuring customer follow-up and satisfaction. Uses reporting tools (predefined and custom reports in order system) to identify and correct billing, order routing, and informational errors. Designs, maintains and generates management reports to support all functions.

Conducts regular onsite customer visits, user training and follow-up for clarification of order requests and support of all ITS products and services. Makes recommendations and coordinates additions, changes and enhancements based on customer contact, and oversees implementation, if necessary. The team will also work together for special promotions and events, as necessary and will maintain strong customer relationships by utilizing a team approach for the distribution of workload and ensure quality control through customer contact.

Is a liaison with a multitude of outside vendors, campus departments, and internal/external customers to ensure customer satisfaction and appropriate turnaround times for fulfillment of all requests and to ensure smooth operations for all activity. A State vehicle, golf cart, or utility vehicle may be needed to reach site premises. A valid driver's license will be needed in order to operate vehicle. Employee may be required to carry a university cell phone during normal working business hours (8 AM - 5 PM).

Acts as a team leader or team member, either independently or with other areas of ITS/FSU on special projects to implement or enhance ITS's products and service offerings. Must be able to perform and complete multiple tasks and projects simultaneously in a time sensitive manner.

Performs other duties as required.

Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards.

Do you have a valid Driver's License license?, Do you have experience in Company vehicle operation?, Do you have a High school diploma or GED?, High school diploma or equivalency and four years experience or a combination of post high school education and experience equal to four years.

A valid Florida or Georgia driver's license or the ability to obtain one.

Preferred Qualifications

Experience working in CRM systems and AiM Work Order Management.

Helpful

Who is an ideal candidate for this position?

A professional who has really great time management skills and exceptional customer service skills.

What is a typical day in this position?

Working in a team environment, managing an individual work queue of 80-140 service requests for ITS services. Interacting with external vendors, service providers and departmental budget managers and IT Professionals., This position requires successful completion of a criminal history background check.

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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 and encourages creativity. 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!