Technical Support Analyst

The College of Law Technology Office works closely with Faculty, Staff and Students to provide them with IT support. Including managing endpoints, troubleshooting hardware and software issues, and maintaining IT infrastructure.

ITS Information Technology Administration Partnership Program (ITAPP) position will be responsible for delivering information technology services to the College of Law. Reports to the on-site ITS-ITAPP IT Operations Manager and serves as the first point of contact relating to distribution and support of technology resources, by providing problem-solving and debugging actions along with delivering user support to faculty, staff, and students

Installs, maintains, troubleshoots, and modifies computer hardware and software. Diagnoses, tests, and repairs all computers, peripherals, telephone system features and instruments, digital signage, video conferencing, and remote connectivity of computers. Manages and actively tests computer imaging system. Provides network and communications troubleshooting support. Researches, evaluates, and recommends acquisition of new technology and services.

Provides training and guidance to the technical support staff. Oversees work schedules of OPS help desk technicians to ensure adequate coverage of help desk support day to day and during events. Provides training to help desk staff regarding new policies and procedures both within the College of Law and campus wide. Provides cybersecurity and exam software training to employees and students. Creates and develops documentation for IT procedures.

Monitors supplies and equipment inventories for IT operations. Sanitize equipment to be sent to Surplus. Uses automated helpdesk ticket system and other record keeping for projects related to responsibilities.

Assists in the creation, review, and maintenance of all electronic-based exams and mailing lists.

Serves as the principal point of contact at the Law Research Center to troubleshoot technical issues; install software and hardware, and support computer labs and student pay-for-print systems. Ensure help desk staff are trained to support the technology in the Research Center and provide adequate coverage to support this area as needed during periods of heavy use that warrant it.

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.

High school diploma or equivalency and two years’ experience or a combination of post high school or education and experience., Prior IT help desk experience., 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!