IT Support Professional

1 week ago

Melbourne, Victoria, Australia Florida Tech Full time
About the Role

We are seeking an experienced IT Support Professional to join our team at Florida Tech. As a Technical Services Specialist, you will play a crucial role in providing tier 1 and 2 day-to-day operation of the Technology Support Center's functions.

Job Description

The successful candidate will be responsible for working with student workers to support Florida Tech end-user technology. This includes delivering support services such as installations, consultations, troubleshooting, user assistance, and training for Florida Tech employees and students.

Key Responsibilities:
  • Troubleshoot technical issues and respond to service requests following agreed procedures.
  • Follow ticket escalation procedures for tier III support resolution.
  • E nsure that the student support staff have been trained and updated to help support all technology related issues and concerns from end-users.
  • Assist with student technician work schedules.
  • Track support ticket progress and oversee incident workflows to ensure fast resolution of issues and requests.
  • Log incidents and service requests and maintain relevant records.
  • Identify and classify incident types and service interruptions.
  • Record incidents by cataloging by symptom and service offering.
  • Provide tier 1 and tier 2 customer support for all IT related services.
  • Assist with employee onboarding and offboarding including computer setup and training.
  • Execute routine activities of Information Technology such as shipping and receiving of hardware.
  • Assist to develop and lead training sessions for faculty, staff, and students.
  • Assist in maintaining IT hardware and software inventories. Assist with the creation of training materials for IT staff and University-wide use.
  • Propose services, applications, and procedures to improve or assist with business processes.
  • Assist in maintaining documentation of IT standard operating procedures for the institution.
  • Enforce security practices and controls according to institutional policy and industry best practices.
  • Collaborate with IT staff and leadership to enhance IT services for the Florida Tech community.
Requirements

To be successful in this role, you will need:

  • 1-3 years of experience in a related field.
  • Previous experience working in a fast-paced team environment.
  • PREFERRED – Associate Degree or Bachelor's Degree in Management Information Systems or other equivalent combination of education and experience.
  • Strong customer service skills.
  • Strong analytical skills and attention to detail.
  • Ability to interact professionally and effectively across all levels of an organization to conduct training sessions and resolve technical support issues.
  • Strong knowledge of PC systems and MAC systems (desktop and laptops).
  • Experience supporting mobile devices.
  • Ability to prioritize multiple projects and tasks and work independently with little supervision.
  • Experience entering/tracking tickets in incident management systems.
  • Extensive experiencing using and supporting Microsoft Office components including Word, Excel, Outlook and the Office 365 cloud-based tools.
  • Ability to read, interpret, and apply technical documentation.
Estimated Salary

$65,000 - $75,000 per year, depending on experience.

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