Help Desk Analyst

Supports FIU Students, Faculty, and Staff via Call Center and Walk-up support with a variety of types of technologies provided by Division of Information Technology.

• Provides first call resolution/support for user accounts, desktop, laptop, and network connectivity related problems in a call center environment for FIU students, faculty, and staff.
• Assists in researching, analyzing, and diagnosing problems with client systems including windows and Macintosh operating systems, peripheral equipment, and networks.
• Assists in resolving problems using documented processes where
• available and best practices where not.
• Assists in providing person-to-person technical support as necessary.
• Assists in creation of standard operating documentation as
• appropriate (e.g., knowledge base, e-mails, process improvements)., Since 1945, the Florida Legislature has made a provision to give preference in the hiring process to United States war veterans in recognition of their military, naval, or air service who meet specific conditions. The conditions are as follows:
• Veterans with a VA service-connected disability
• Spouses of veterans with permanent and total service-connected disability
• Honorably discharged veterans with wartime service.
• Unmarried widow or widower of a veteran who died as a result of a service-connected disability
• A veteran who has served in a qualifying campaign or expedition for which a campaign badge has been authorized, to include the Global War on Terrorism Expeditionary Medal.

Florida International University honors this policy and will comply with Veterans’ Preference guidelines when filling staff positions. Any applicant claiming Veterans’ Preference will be required to attach a DD214 with each application submitted for verification.

Bachelor’s degree in related discipline with two (2) years of experience in a related field; OR six (6) years of experience in a related field; OR an equivalent combination of relevant education and/or experience. Desired Qualifications

• Customer Service Experience
• Experience utilizing an Interactive Voice Response (IVR) telephone system.
• Experience in utilizing a help Desk incident tracking software like ServiceNow
• Experience in providing Remote Support using Bomgar or equivalent

4.34.3 out of 5 stars 885 SW 109th Avenue, Miami, FL 33199 $38,000 - $42,000 a year

Florida International University is a Top 50, preeminent public research university with 55,000 students from all 50 states and more than 140 countries, as well as an alumni network of more than 340,000. Located in the global city of Miami, the university offers more than 200 degree programs at the undergraduate, graduate and professional levels, including medicine and law. FIU faculty are leaders in their fields and include National Academy members, Fulbright Scholars and MacArthur Genius Fellows. A Carnegie R1 institution, FIU drives impactful research in environmental resilience, health and technology and innovation. Home to the Wall of Wind and Institute of Environment, FIU stands at the forefront of discovery and innovation. With a focus on student success, economic mobility and community engagement, FIU is redefining what it means to be a public research university.