Technology Support Specialist II

1 month ago

Melbourne, Victoria, Australia Florida Tech Full time
Job Summary

The Technology Support Specialist II is responsible for providing technical support to Florida Tech end-users. This role involves troubleshooting technical issues, responding to service requests, and working with student workers to support technology-related issues.

Key Responsibilities
  • Troubleshooting and Support: Troubleshoot technical issues and respond to service requests following agreed procedures.
  • Ticket Escalation: Follow ticket escalation procedures for tier III support resolution.
  • Training and Development: Ensure that the student support staff have been trained and updated to help support all technology-related issues and concerns from end-users.
  • Scheduling and Tracking: Assists with student technician work schedules and track support ticket progress.
  • Incident Management: Log incidents and service requests and maintain relevant records.
  • Customer Support: Provide tier 1 and tier 2 customer support for all IT-related services.
  • Onboarding and Offboarding: Assist with employee onboarding and offboarding, including computer setup and training.
  • Inventory Management: Execute routine activities of Information Technology, such as shipping and receiving of hardware.
  • Training and Development: Assist to develop and lead training sessions for faculty, staff, and students.
  • Documentation and Security: Assist in maintaining IT hardware and software inventories, and enforce security practices and controls according to institutional policy and industry best practices.
Requirements
  • Experience: 1-3 years of experience in a related field.
  • Teamwork: Previous experience working in a fast-paced team environment.
  • Education: Preferred – Associate Degree or Bachelor's Degree in Management Information Systems or other equivalent combination of education and experience.
  • Skills: Strong customer service skills, strong analytical skills and attention to detail, ability to interact professionally and effectively across all levels of an organization, strong knowledge of PC systems and MAC systems, experience supporting mobile devices, ability to prioritize multiple projects and tasks and work independently with little supervision.
Equal Opportunity

Florida Tech does not discriminate on the basis of race, color, gender, religion, sexual orientation, national origin, disability, genetic information, age, pregnancy, parenting status, veteran status, or retirement status in its activities and programs.

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