IT Help Desk Analyst Position Available In Miami-Dade, Florida

IT Help Desk Analyst Florida National Univer Hialeah, FL Job Details Full-time Estimated:

$37K – $44.1K a year 1 day ago Benefits Paid jury duty Paid holidays Health insurance Dental insurance Tuition reimbursement Military leave Paid military leave Vision insurance Bereavement leave Life insurance Qualifications Microsoft Powerpoint Microsoft Word Spanish Microsoft Excel Management Software troubleshooting Customer service English Mid-level Windows Microsoft Office Remote access software IT support IT 1 year Associate’s degree Communication skills Teaching Active Directory Help desk Full Job Description Florida National University contributes to the education of a diverse student body within the community it serves. FNU employs and develops a faculty of scholars proficient in the art of teaching. We strive to prepare students for employment in their chosen careers through quality education and instruction.

Major Responsibilities:

The IT Help Desk Analyst acts as the first point of contact for internal customers seeking technical support. Performs remote troubleshooting using diagnostic techniques and relevant questions, determining the best solution based on the incident and details provided by the customers. Follow all FNU Policies, Procedures, Rules, and Regulations and the FNU Code of Ethics.

Key Responsibilities:

Communication Management:

Respond promptly to daily communications via email and voicemail, addressing inquiries promptly and professionally.

Policy Adherence and Ethical Compliance:

Ensure strict adherence to the University’s mission, policies, procedures, ethical standards, compliance with data protection regulations and pertinent legal regulations in all aspects of admission activities.

University Engagement:

Participate in Commencement Exercises, new student orientation, university events, committees, self-studies, and University Commencement Ceremonies.

Special Projects:

Execute special projects assigned by the President or supervisor.

Compliance Adherence:

Ensure compliance with Title IX of the Education Amendments Act of 1972, as well as FNU Policies, Procedures, Rules and Regulation, the FNU Code of Ethics, Family Educational Rights and Privacy Act (FERPA), Florida Information Protection Act of 2014 (FIPA), the EU General Data Protection Regulation (GDPR), and all other applicable federal, state, and local laws, rules, and regulations.

Assigned Duties:

Undertake other assigned duties as required.

Position Responsibilities:

Manage all help desk administrative duties. Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware. Ask questions to determine the nature of the incidents, then document the incident in detail in the ticketing system. Respond to queries either through the ticketing system, through email, or over the phone Follow up with customers to ensure the incident has been resolved Direct unresolved incidents to the next level of support personnel. Provide accurate information on IT systems and services. Record requests and incidents, and their resolution in dedicated ticketing systems Walk new or existing users through the first login process Walk team members through the problem-solving process and approved instructions. Conduct OS Imaging of desktops, laptops, and thin-client computers. Install, modify, and repair University computer hardware and University-approved software. Install and repair cameras and cables running through ceilings and walls on campus. Work with assigned tools to diagnose and resolve incidents. Install approved computer peripherals for users. Conduct hardware inventory, complete network cable run, and port labeling. Ability to work on multiple projects and prioritize them to finish them on time. Communicate clearly using electronic means and verbal communication (phone or face-to-face) Provide exceptional customer service on technical topics to a diverse group of customers with varying degrees of technical knowledge. Make effective and independent decisions and prioritize tasks. Provide support for Microsoft Office Platform, including Outlook, Word, Excel, PowerPoint, OneDrive, and MS Teams.

Education and Experience:

Minimum associate’s degree in IT related field or equivalent experience Minimum of one year of IT support experience Familiarity with remote desktop applications and help desk software Excellent customer service skills Ability to explain technical concepts in non-technical terms Strong problem-solving abilities and attention to detail Must have Microsoft Windows 10 & 11 experience Must have Microsoft Office 365 Experience Employees must have excellent communication skills and be able to work in a team environment Communicate effectively in written and oral form in both English and Spanish Preferred Skills Experience with ticketing systems Knowledge of Active Directory and Office 365 administration Familiarity with remote monitoring and management tools

Schedule:

Responsibilities sometimes require working evenings/weekends and traveling to remote office(s) Normal work hours are Monday – Friday 08:00am to 5:00pm and/or 12:00pm to 9:00pm. May be required to work evenings and weekends as needed.

Job Type Full-time Benefits:

Health Insurance Dental Insurance Vision Insurance Life Insurance Supplemental Benefits Paid Holidays Vacation Sick Time Bereavement Leave Jury Duty Military Leave Personal Leave Benefits Continuation (COBRA) 401(k) Savings Plan Educational Assistance Family Medical Leave Act (FMLA) Working Conditions General office working conditions. The noise level is at normal office capacity. Physical Demands The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function. While performing the duties of this job, the employee may be required to frequently and for extended periods of time, sit; stand; walk; use hands to handle and feel objects; reach with hands and arms; climb stairs. This position requires the ability to see, hear, and operate a computer keyboard and standard office equipment. The employee must lift and/or move up to (10) pounds and occasionally lift and or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust to focus. The employee must travel to other campuses, as needed and/or required. Safety Hazard of the Job Minimal Hazards.