Associate’s degree and two years of relevant experience; or a high school diploma or equivalent and four years of relevant experience.  Appropriate college coursework may substitute at an equivalent rate for the required experience.

Provides Tier-2 hardware and operating system support for end-user computing equipment, including workstations, printers, scanners, and mobile devices. May also include specialty computing devices which interface with clinical or research equipment.
Staff assigned to field support teams require the ability to individually lift up to 30 pounds or team lift up to 60 pounds, transport equipment on carts, utilize a personal cell phone for business, drive a passenger vehicle, and travel within the state of Florida. Additional requirements include the ability to utilize hand tools and perform cable management under desks and in difficult-to-access spaces. This position is considered Essential Personnel. In rare cases, this may require working onsite or remotely for emergent situations during non-business hours or University closures.

Provides Tier-1 support for telephony, network, and audio-visual devices or services.  Support includes standard configuration and/or troubleshooting steps as documented in process documentation and the knowledge base.  Escalates unresolved incidents to the appropriate Tier-2 support team. 

Provides Tier-2 support for enterprise and unit-level applications that support clinical, educational, research, and administrative functions. Support includes client installation and configuration, basic functionality troubleshooting, and assistance with application features or interfaces. 

Documents all work and processes in service management systems, performs initial hardware and software setup, and reimages production systems; provides customers with guidance and instructions on the use of hardware and software

Contributes to the improvement of workflow processes, knowledge support systems, and IT provided services through active participation in team meetings. Participate in technical and customer service training initiatives and inter-team technical projects as directed.

Associate’s degree and two years of relevant experience; or a high school diploma or equivalent and four years of relevant experience.  Appropriate college coursework may substitute at an equivalent rate for the required experience.

Demonstrated knowledge of current Windows and/or Mac OS X operating systems, network troubleshooting (LAN/wireless), and performing hardware diagnostics and repair. 

Experience with supporting enterprise environments (10,000+ devices) and/or supporting academic health centers / clinical care; Working knowledge of common administrative, educational and research applications and services and familiarity with service management industry best practices is strongly preferred. 

The successful candidate will have a strong customer-centric service orientation and excellent troubleshooting, communication, organizational and collaboration skills. 

Discretion, sound judgment, confidentiality, initiative, and interpersonal skills are critical to the success of this position.