HELPDESK ANALYST
Florida Memorial University
The IT Helpdesk Analyst shall be primarily responsible for supporting the technological needs of the university community and providing active support to students, faculty, and staff during their day-to-day use of technology. This - role emphasizes exceptional customer service, technical expertise, and problem-solving skills to manage and resolve a wide range of IT-related issues. This position will report directly to the IMT Manager.
Essential Functions:
- Provide timely and effective support for incoming queries and issues related to computer systems, software, and hardware via phone, email, in-person, and CyberZone ticketing management system.
- Oversee the setup, maintenance, and troubleshooting of desktops, laptops, mobile devices, and other peripherals across the campus.
- Address minor networking issues and manage digital signage, TVs, audio-visual equipment, and telecommunication devices.
- Handle user accounts, including setup, changes, and password resets for students, faculty, and staff, as well as the ID Badge System.
- Diagnose and resolve hardware, software, and configuration issues, escalating complex matters to senior team members as needed.
- Develop and update technical documentation and conduct training sessions to educate users on technology best practices.
- Work closely with IT team members, department heads, and external vendors to ensure technology aligns with organizational goals and user needs.
- The omission of specific duties does not preclude the supervisor from assigning duties that logically relate to the position.
Knowledge Skills and Abilities:
- Strong understanding of computer hardware, software, and networking principles and familiarity with Microsoft Office, cloud services, server administration, and networking protocols (DNS, DHCP, TCP/IP)
- Excellent communication (oral and written) skills, with the ability to explain technical concepts to non-technical users.
- Effective interpersonal skills and ability to work with diverse constituents.
- Ability to handle information that’s sensitive and confidential in the utmost professional manner.
- Proven ability to troubleshoot and resolve issues efficiently.
- Strong customer service orientation, with a focus on meeting the needs of the university community.
- 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.
- Attention to detail, adaptability to a changing environment, and dependability are important.
- Demonstrate elevated professionalism, initiative, resourcefulness, and personal accountability.
- Moderate physical activity. Requires handling of average-weight objects up to fifty (50) pounds or standing or walking for more than four (4) hours per day.
Minimum Requirements:
- A bachelor’s degree in Networking, Computer Science, or Information Technology.
- One plus years of progressive support experience, customer service experience, and related work experience (relevant experience - field preferred – and education may be considered instead of a degree).
- A+, Network +, Server+, and MCSA certifications preferred.
- Flexibility to work outside of normal business hours.
Pre-Employment Requirements:
- Criminal background check
Florida Memorial University is an Equal Employment Opportunity Employer. In compliance with the American Disabilities Act (ADA), those functions of the job that 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.