Help Desk Support Technician

Florida College seeks a full-time Help Desk Support Technician in the Information Technology Department starting June 2024.

Florida College is a private, independent liberal arts college, providing a comprehensive college experience designed to develop students spiritually, mentally, physically, and socially by integrating into the students' lives the Bible as the revealed will of God to prepare students for lives of service to their Creator and to humanity.

All qualified applicants for this position must be Christians and support the Christian mission, values, and purpose of the college.

The Help Desk Support Technician works under the direction of the IT Manager and is responsible for addressing technology issues and supervising the help desk system.  This role interacts with customers and helps resolve any IT-related issues or service requests while demonstrating exceptional customer service and communication skills.

Candidates who possess additional skills including but not limited to software development, report writing, systems support, additional years of experience or leadership, please apply as the scope of the role can be expanded to fit the candidate qualifications.

Key Responsibilities

• Supervise the daily operation of the help desk system.

• Handle incoming requests (help desk ticket, email, phone, and walk-in) from both Florida College and Florida College Academy and escalate requests as appropriate.

• Assist in resolving desktop hardware and software issues.

• Communicate clear and concise technical solutions to customers using customer-friendly terminology.

• Follow up with customers to ensure that their expectations have been met and that there has been complete resolution.

• Work with Florida College managed services providers to resolve issues.

• Support and maintain classroom audio and visual equipment.

• Install and troubleshoot desktop software, hardware, phones, printers, etc.

• Provide routine updates to the help desk system's knowledge base.

• Maintain a working knowledge of processes and procedures that are utilized within the department.

• Assist with asset tracking and management.

• Cross-train and provide backup support for audio/visual systems.

• Perform all other responsibilities or job functions as needed or assigned.

Qualifications:

• Bachelor's degree with experience working with and/or supporting technology.

• Excellent interpersonal skills, with the ability to interact effectively with both internal customers, and external partners.

• Team-player who can also work independently.

• Experience troubleshooting and resolving issues on both Windows and Apple computers.

• Proficiency in Microsoft Office Suite.

• Eagerness and ability to learn new systems and adapt to change.

• Diligent and committed to excellence in work product.

Preferred Qualifications

It will be a plus for a candidate to have any of the following experience:

• Atlassian products, specifically JIRA and Confluence

• Infrastructure troubleshooting and repair

• J1 or Slate software experience

• Azure Active Directory

• PowerShell scripting

This is a 12-month staff position. This position offers full benefits including tuition reimbursement for employee and immediate family.

Inquiries about the position, along with application letters and CV, should be submitted to the Vice President, Information Technology, Alyssa Johnson, johnsona@floridacollege.edu.

Applications received by May 31 are assured of full consideration with a view to hire in June.

Florida College is committed to maintaining a safe and secure campus environment and protecting the college's financial and physical assets. Therefore, Florida College conducts background checks on all finalists for employment.

Florida College is an Equal Opportunity Employer and does not engage in prohibited discrimination in employment based on race, color, religion, national or ethnic origin, age, sex, disability, or prior military service. Florida College complies with applicable federal and state nondiscrimination laws. All applicants must respect and comply with the established goals and practices of Florida College as a Christian oriented educational institution.