IT System Specialist / Technical Support Representative I

A successful candidate will perform network administration & planning for all aspects of IT-network infrastructure - including network equipment, servers, switches, and software applications. The IT System Specialist / Technical Support Representative I shall be primarily responsible for providing active support to internal users during their day-to-day use of technology. Responsible for managing desktops, laptops, mobile devices, desk phones, Wi-Fi phones, minor networking issues, user accounts, logins, Digital signage, TVs and other audio-visual equipment, printers, copiers, and other general systems within all University buildings. This student-centric role is responsible for delivering service excellence support to meet the needs of our University community. Communicate with faculty and staff and translate the institution's needs into operational procedures and systems.

Essential Duties:

This position requires the ability to function successfully in both team and independent work environments. Provide emergency 24 x 7 on-call support on a rotating basis. Provide support for desktops and other information technology equipment.

• Help Desk Support Ticket management and MAC (Move/Add/Change) request fulfillment
• Management of Student & Staff ID Badge System
• Review and respond to inquiries from internal users of different operational teams. Determine user requirements. Identify and diagnose problems with hardware, software, or configuration of equipment and make repairs or recommend changes to hardware and/or software to resolve problems.
• Communicate with upper support tier members for escalation of issues and follow up until resolution
• Assist in creating technical documents for implementations, break-fix solutions
• Identify and learn appropriate software and hardware used and supported by the organization.
• Attend and participate in various meetings and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain a specific level of knowledge about new developments, requirements, and policies.
• Perform regularly scheduled training sessions with users on all technologies.
• Maintain the work area in a clean and orderly condition.

Required Knowledge, Skills, and Abilities

• Knowledge of current technology best practices; general office maintenance and practices; filing systems, word processing, database, presentation, and spreadsheet applications, specifically Microsoft Office applications, and SIS. This includes cloud infrastructure, website (internet/intranet) server administration, SQL or related databases, and APIs.
• Ability to speak effectively before groups of users, especially in computer instructor sets.
• Ability to handle information that’s sensitive and confidential in the utmost professional manner.
• Experience with Cisco's Unified Communication and Cisco Unity, Atera Helpdesk / Remote Monitoring and Management, MFA and SSO, Office 365 Administration in the cloud, and with ID Badge System.
• Excellent communication (oral and written), organizational, and time management skills. Effective interpersonal skills and ability to work with diverse constituents.
• Attention to detail and adaptability to a changing environment and dependability are important.
• Must have a clear understanding of networking concepts such as DNS, DHCP, Email, HTTP, and TCP/IP protocols and applications.
• Understanding of networking concepts such as DNS, DHCP, Email, HTTP, and TCP/IP protocols and applications.
• Demonstrate elevated professionalism, initiative, resourcefulness, and personal accountability.
• Moderate physical activity. Requires handling of average-weight objects up to fifty (50) pounds or standing and/or walking for more than four (4) hours per day.
• Note: In compliance with the American Disabilities Act (ADA), those functions of the job which are identified as essential are required to be performed with or without reasonable accommodations. Requests to facilitate the performance of essential functions will be considered.

Qualifications:

• The successful candidate must have a minimum of a bachelor’s degree (master's degree preferred), in Networking, Computer Science, or Information Technology. Two plus years of progressive support experience, or related work experience (relevant experience - field preferred – and education may be considered instead of a degree).
• A+, Network +, Server+, MCSA certifications preferred.
• Proficiency in Windows Operating systems, Microsoft Office 365, and general Microsoft platform technologies
• Must have experience with Microsoft Active Directory and supporting technologies (policy, preferences, etc.)
• Must be detail oriented with strong analytical skills and be able to learn IT concepts, systems, and troubleshooting skills easily.
• Must be able to work successfully within a team with limited supervision.
• Flexibility to work outside of normal business hours.
• Pre-Employment screening is required: criminal background check and drug testing.

Qualified applicants are asked to upload a cover letter of interest, resume/curriculum vitae, and/or certifications, if applicable.

Supplemental Information

In addition to the completed application, candidates must submit a list of three professional references (at least one from a previous employer) that includes names and contact information. Review of application materials will begin ASAP and will continue until the position is filled. No phone calls, please.

Florida Memorial University is an Equal Employment Opportunity Employer.