Job Description Help for Partial Job Description. Opens a new window.

Job Details Job Title:

Technical Support Analyst Location:

Tallahassee, FL Regular/Temporary:

Regular Full/Part Time:

Full-Time Job ID:

63047 Department This position is within FSU's Department of Information Technology Services (ITS) and Florida State University School Responsibilities FSUS offers a dynamic and multifaceted IT environment ideal for career-seeking professionals looking to engage in multiple technical domains. The landscape spans enterprise infrastructure with virtual and physical servers, storage and backup systems, and local Active Directory management tailored to K-12 needs. Professionals can contribute to digital transformation through cloud services, CRM, and network tools, while also supporting endpoint deployment, AV technologies, and user access controls. With active projects in collaboration platforms, enterprise applications, and technology-enhanced learning spaces, FSUS presents a rich opportunity for IT professionals to grow across infrastructure, security, user support, and innovation initiatives.

Dual Reporting:

Florida State University Schools (FSUS) and

ITS-ITAPP

[Information Technology Administration Partnership Program] partnership to deliver information technology services for the College of Education. Reports to ITS to consolidate services, leveraging centrally funded/managed systems and personnel. Performs installation, maintenance, and/or modification of FSUS IT systems. Ensures all software, hardware, and technical information is processed per established processes and procedures. Serves as a primary customer contact regarding problem definition, resolution, and prevention of IT hardware and software issues. Reports to the onsite IT Manager and is responsible for troubleshooting and mitigating problems related to computer hardware and software applications. Includes both customer telephone support as well as electronically submitted requests. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Ensures effective and efficient daily operations of hardware, software, peripheral equipment, and various educational technologies for FSUS users following the design and installation specifications. Performs initial computer hardware setup through a preset image, liaises with ITS for the image components, and tests the image (both for Mac and Windows environments) before deployment. Regularly assesses the necessity for image modifications based on college needs and user requirements and assures compliance to prevent any vulnerabilities. Maintains detailed records of daily communication, reports problems, remedial action taken, and installation activities by entering complete and accurate information into the ticketing system. Follows and maintains documentation in the FSUS IT operations manual and offers solutions/suggestions for improvement in execution. Reviews technical manuals/resources, confers with users regarding computer software and hardware operations, and conducts diagnostics to investigate, resolve, and prevent IT problems. Interfaces with and educates faculty, staff, and students as necessary to provide a consistent baseline in technical knowledge and abilities. Creates job aids as needed in various formats to meet user needs. Liaises with ITS to manage FSUS computing resources in Active Directory, MS Intune and Azure, email, network, network print services, and other services provided by ITS. Establishes professional relationships with other ITS personnel and, as part of the ITAPP organization, works with other units and provides technical expertise as needed. Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards.