Address
Form of workReporting to the Vice President and CIO, ITS is organized into seven teams, including Academic Technology, IT Support Services, Networking, IT Security, Platforms and Systems Engineering, DevOps (including both data engineering and application engineering), and IT Solutions Delivery.
SUMMARY OF POSITION:
This position is a part of the Academic Technology and Support Services (ATSS) workgroup and is a member of the IT Support Specialist class of roles in the Information Technology Services division (ITS). Support Specialists provide primarily Tier 1 and 2 support services.
IT Support Specialists, as the title implies, specialize in a particular area of technology services where they serve as the subject matter expert on the use and operation of that technology. They have strong analytical and technical skills which aid them in performing their day-to-day tasks. They are responsible for installing workstations and peripherals for end users and classrooms. They diagnose and resolve service requests placed by users for hardware and software related incidents. They provide training and assistance to users on hardware and software.
IT Support Specialists do not supervise other professional staff, though they may at times supervise student workers or Technicians (OPS-level support roles). They may fill in for the IT Services Manager in his/her absence. Technology leadership in a Support Specialist role is indicated by the level (I, II, III) with higher levels indicating a greater degree of technical expertise, specific platform mastery, and independent administration of technology platforms and related procedures and standards.
The Support Specialist for Help Desk provides front-line academic and general information technology support services. This includes assisting faculty, staff and students with Tier 1 and Tier 2 helpdesk issues with computer hardware and software. The Specialist serves as an escalation point for more complex issues and interfaces to support engineers in other groups as necessary. The Specialist also provides Tier 1 support for classroom and audiovisual technology, collaborating as necessary with the Classroom Technology support team. The Specialist reports to the IT Support Services Manager.JOB DESCRIPTION
RESPONSIBILITIES:
- Workstation Support - Installs, configures, and troubleshoots computer hardware, software, related technology systems, networks, printers, monitors, cell phones, scanners, and other related IT equipment. Assists with setup and repair of desktops. They image computers and apply software patches and updates. Assists with managing physical inventory and updating the Asset Management System.
- User Support - Provides Tier 2 support services in assisting users with selecting computing devices based on their roles within the University. Trains users on the proper use of hardware and standard business software. Is responsible for troubleshooting highly complex software and hardware issues which have been escalated from Tier 1 support.
- During times of high activity this position may assist with basic troubleshooting of classroom and AV technologies.
- Contributes to the Tier 0 support base by creating, editing, and making suggestions for knowledge base articles.
- Other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Proven track record of exceptional customer service.
- Technical expertise with Microsoft and preferably Mac OS.
- Familiarity with business applications, such as Microsoft 365, with the ability to explain their functions in plain language when assisting users.
- Familiarity with Microsoft Active Directory architecture.
- Ability to work with little oversight and prioritize service requests in urgency.
MINIMUM QUALIFICATIONS:
- Bachelor's Degree in Computer Science, Information Technology or related field/technical discipline and 1-2 years of experience in a similar role; or equivalent combination of education and experience.
- In lieu of a degree, any appropriate combination of relevant education, experience, and/or certifications may be considered.
PREFERRED QUALIFICATIONS:
- Experience in an educational setting, preferably higher education, providing support to faculty and students.
- Experience with deployment of solutions to end-user computing environments via imaging or other analogous processes.
REQUIRED LICENSES, CERTIFICATIONS, AND/OR OTHER SPECIFIC REQUIREMENTS OF LAW:
- Must possess a valid driver’s license.
- This position requires a criminal background check, which may include a Level II screening as required by Florida Statute §435.04.
- This position is subject to federal and state privacy regulations.
NORMAL WORK SCHEDULE: This position is an exempt salaried role. The normal work schedule is Monday – Friday, 8:00 a.m.-5:00 p.m., however, occasional after-hours (weekends and evenings) duties may be required. Travel between campus locations may be required.
TARGET HIRING SALARY: $52,000 - $60,000, commensurate with experience. Benefits include medical, personal, and parental leave, State of Florida health insurance, and retirement plans.
APPLICATION DEADLINE DATE: The position is open until filled; review of applications will commence immediately.
APPLICATION PROCESS: In addition to completing the online application, all Applicants are required to upload the following as an attachment to the application (preferably in PDF format):
- Cover Letter
- Resume
- Contact information for three professional references.
SPECIAL INSTRUCTIONS TO APPLICANTS:
This role will be primarily based at the main Florida Polytechnic University campus in North Lakeland but also has periodic duties on the Poly South campus, which is physically located on the Lakeland campus of Polk State College.
This role may include a hybrid schedule of 4 days in the office (Wednesday required), and one day remote.
DIVERSITY STATEMENT:
Florida Polytechnic University is an equal opportunity/equal access institution. It is the policy of the Board of Trustees to provide equal opportunity for employment and educational opportunities to all (including applicants for employment, employees, applicants for admission, students, and others affiliated with the University) without regard to race, color, national origin, ethnicity, sex, religion, age, disability, sexual orientation, marital status, veteran status or genetic information.
Employment is contingent upon eligibility to work in the US. An appointment is not final until proof is provided.
FLORIDA POLY BENEFITS INFORMATIONFlorida Poly qualified employees have the opportunity to take advantage of a variety of health benefits (through the State of Florida) to help meet their specific needs, as well as the needs of their family. This comprehensive coverage includes flexible spending accounts, medical and life insurance, and worker's compensation.Health benefits are administered through People First, on behalf of the State of Florida, as pre-tax insurance plans. People First handles all new hire enrollments, coverage changes, premium administration, and dependent eligibility. Their Service Center is staffed Monday through Friday, from 8 a.m.–6 p.m. EST, at 1-866-663-4735.RETIREMENTFlorida Poly offers great options for retirement. From the required selection of a state plan to additional voluntary retirement plans, our employees have many opportunities to save and prepare for their future. Click here for more information. FLORIDA POLY BENEFITS- Perks and Discounts
- Annual Leave
- To help promote work-life balance, Florida Poly provides a generous leave program, which includes paid time off and paid holidays. Qualified employees may accrue 22 days of annual leave. In addition, the University observes the holidays listed in our University Holidays policy FPU-1.008.
- Sick Leave
- Qualified employees may also accrue 12 days of annual sick leave and participate in our Sick Pool Program.
- Employee Assistant Program (EAP)
