Service Desk Representative

Job Title:Service Desk Representative
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 57577
Department

This position is within FSU’s Department of Information Technology Services.

Responsibilities

This Position is the first line of contact in the Technology Service & Support/Technology Services Help Desk Section for technical support on FSU Campus for Students, Faculty, and Staff. The ITS Service Desk is FSU's centralized support for IT Services for providing general information, supporting the FSU ticketing system, and for the IT work order system and Directory assistance overflow. This position serves as a Team Lead for the Information Technology Services (ITS) tier one, level one unit of the Service Desk.

Responsible for supervising tier one, level two Service Desk team which provides first point-of-contact support for all customer requests. Provides direct support in a call center environment, providing phone coverage, basic troubleshooting, call routing, ticket entry/processing, ticket escalation, customer and client satisfaction and follow-up calls and email.

Provides administrative functions quality assurance of data entry, customer information, statistical data, and reporting to support the ITS workflow systems, FSU website(s), informational knowledgebases, departmental directory and other online systems.

Assists with testing, troubleshooting, documentation, training aids and customer support for outages, daily operations, changes to and/or implementation of new systems, procedures, processes, and/or special events. This can include creation, edits, proofreading and other administrative functions related to procedures, processes, printed literature, web site pages, and knowledgebase information.

Perform related duties as required.

Qualifications

High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.

Preferred Qualifications

Experience with leading a team of employees. Exceptional attendance record, great time management skills and a self-starter.

Helpful

Who is an ideal candidate for this position?

Someone who is dependable, enjoys reporting to work daily and exceeds expectations.

What is a typical day in this position?

Monitor call queue, field customer complaints and escalations, assist agents, work level 2 Cases.

What can I expect in the first 60-90 days?

Training on service offerings, familiarizing yourself with procedures and documentation used by the Service Desk, and meet the team.

University Information

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, encourages creativity, and embraces diversity. 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!
Learn more about our university and campuses.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Veterans' Preference

Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.

IMPORTANT: To claim Veterans' Preference, select “yes” to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.

Click the links for eligibility information and required documentation, or call FSU Human Resources at (850) 644-6034.

Considerations

This is an USPS (University Support Personnel System) position.

This position requires successful completion of a criminal history background check.

Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU's Equal Opportunity Statement can be accessed at: https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf.