End-User Support Analyst II - South Florida State College

Full-time, year-round position responsible for installing computer software, and installing and maintaining computer hardware., * Installs and maintains all new and existing computer hardware (at all SFSC locations), including, but not limited to: effect repairs to failed computer equipment, the ordering of repair/replacement parts, providing problem determination assistance, contacting the hardware manufacturer for maintenance information, contacting the hardware manufacturer to schedule maintenance, etc.

• Reviews service log requests to ensure timely completion of service orders and confirms proper documentation is attached to service requests. Oversees proper scheduling of service requests among End-User Support Analyst I. Follows up on overdue or delayed service requests to ensure proper communication is maintained with the end-user.
• Maintains computer hardware refresh schedule to ensure proper timing and quantity of computer ordering takes place. Prepares incoming refresh computer equipment to be installed. Works with the Coordinator, Media Services on the refresh of podium computers.
• Installs all computer application software, for network and stand-alone use, on computers and networks.
• Assists the Network Engineer on the scheduling of operating system and anti-virus security updates on all end-user computers.
• Assists in the installation, maintenance and configuration of the Campus-wide local area network and wide area network hardware, including, but not limited to: installation of new hardware components, replacement of existing hardware components, cable installation, providing problem determination, etc.
• Assists in the maintenance of the telephone system equipment and configuration, including, but not limited to: installation of new hardware components, replacement of existing hardware components, providing problem determination, etc. when required.
• Assists in the daily and monthly server backups. The End-User Support Analyst II ensures all backups are completed successfully and on schedule and maintains a log of all backups when required.
• Documents procedures for installation, use, maintenance, troubleshooting, and management of the College’s information assets. Documents systems procedures and updates department standard operating procedures.
• Serves as the first line of support for End-User Support Analysts I.
• Contributes to unit planning, assessment, and college institutional effectiveness efforts.
• Acts in accordance with local, state, and federal laws/regulations as well as College policies and procedures.
• Performs other duties as assigned.

Educational: Associate degree (or higher) in a technology related discipline from an institutionally accredited organization required. Processing or IT certifications such as CompTIA A+, Microsoft 365, ITIL, CNCT preferred. Extensive computer work experience and/or technology certifications may be substituted for educational requirements.

Experiential: Minimum of two (2) years of computer-related work experience required. Formal training or on-the-job experience in computer hardware and software installation required. Experience with ethernet local area network, Windows servers and Windows client helpful. Supervisory experience helpful.

Other: Includes lifting computer equipment and supplies, as needed. Must have reliable transportation for required in-district travel. Must have excellent customer service skills. Serves as essential personnel and provides assistance in the event of an emergency on all college campuses and centers.