Technology Support Specialist II: IT Infrastructure Expert

3 days ago

Melbourne, Victoria, Australia Florida Tech Full time

The Technology Support Specialist II is a pivotal role within the Information Technology department at Florida Tech. This position plays a crucial part in ensuring seamless day-to-day operations of the Technology Support Center.

Key Responsibilities
  • Tier 1 and Tier 2 Support: Provide top-notch technical assistance to Florida Tech end-users, encompassing installations, consultations, troubleshooting, user guidance, and training for faculty, staff, and students.
  • Ticket Management: Efficiently manage support tickets, adhering to agreed procedures, and escalating tier III support resolutions as necessary.
  • Student Support Staff Development: Ensure that student technicians are adequately trained and updated to handle technology-related issues and concerns from end-users.
  • Schedule Coordination: Assist with creating and managing work schedules for student technicians.
  • Incident Tracking: Monitor support ticket progress and oversee incident workflows to guarantee swift resolution of issues and requests.
  • Documentation and Record-Keeping: Log incidents, maintain relevant records, identify and classify incident types, and record incidents by symptom and service offering.
  • Customer Support: Offer tier 1 and tier 2 customer support for all IT services.
  • Employee Onboarding and Offboarding: Facilitate computer setup, training, and other related activities for new employees.
  • IT Routine Activities: Execute routine tasks such as shipping and receiving hardware.
  • Training and Development: Assist in designing and leading training sessions for faculty, staff, and students.
  • Inventory Management: Collaborate in maintaining accurate inventories of IT hardware and software.
  • Process Improvement: Suggest services, applications, and procedures to enhance or assist business processes.
  • Documentation and Compliance: Maintain documentation of IT standard operating procedures and enforce security practices according to institutional policy and industry best practices.
  • Collaboration: Work closely with IT staff and leadership to enhance IT services for the Florida Tech community.
Requirements
  • Experience: 1-3 years of experience in a related field.
  • Team Environment: Previous experience working in a fast-paced team environment.
  • Education: Preferred – Associate Degree or Bachelor's Degree in Management Information Systems or an equivalent combination of education and experience.
  • Customer Service Skills: Strong customer service skills.
  • Analytical Skills: Strong analytical skills and attention to detail.
  • Communication Skills: Ability to interact professionally and effectively across all levels of an organization.
  • Technical Knowledge: Strong knowledge of PC systems, MAC systems (desktop and laptops), mobile devices, and Microsoft Office components.
  • Project Management: Ability to prioritize multiple projects and tasks and work independently with minimal supervision.
  • Ticket Management: Experience entering/tracking tickets in incident management systems.
  • Microsoft Office: Extensive experience using and supporting Microsoft Office components, including Word, Excel, Outlook, and Office 365 cloud-based tools.
  • Documentation Reading: Ability to read, interpret, and apply technical documentation.
  • Integrity: Perform job duties with the utmost integrity and adherence to institutional policy.
Estimated Salary Range

$45,000 - $60,000 per annum, depending on qualifications and experience.

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