Description
The IT Helpdesk Analyst plays a key role in delivering high-quality technical support and customer service to faculty, staff, and students across all Florida Memorial University. This role provides hands-on and remote assistance for desktops, laptops, mobile devices, user accounts, network connectivity, printers, AV systems, and other university technology systems.
The analyst will manage Helpdesk tickets, support end-user hardware and software, maintain key campus systems such as digital signage and ID badge infrastructure, and escalate issues as needed to ensure timely resolution. As a representative of the IT department, this role emphasizes professionalism, responsiveness, and a strong commitment to supporting a positive student-center environment.
Essential Responsibilities:
• Serve as the first point of contact for technical support, managing HelpDesk tickets and performing Move/Add/Change (MAC) tasks in a timely manner.
• Install, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, copiers, phones, Wi-Fi devices, digital signage, TVs, and related AV equipment.
• Administer and support the university ID Badge System, including creation and management of student and staff credentials.
• Provide technical guidance and training sessions for faculty, staff, and students on supported systems and software.
• Collaborate with team members to document procedures, create technical guides, and contribute to knowledge bases for recurring issues and implementations.
• Communicate regularly with users to assess technology needs, document issues, and provide clear, courteous updates until resolution.
• Work closely with senior IT staff to escalate complex issues and ensure follow-through to closure.
• Participate in departmental meetings and special task forces to align IT operations with evolving university needs.
• Assist with maintaining IT asset organization and documentation across all campus locations.
• Participate in a shared on-call rotation to provide 24x7 emergency support.
Knowledge, Skills, and Abilities:
• Strong working knowledge of Windows operating systems, Microsoft Office 365, and general Microsoft ecosystem tools.
• Familiarity with networking fundamentals, including DNS, DHCP, TCP/IP, email protocols, and wireless connectivity.
• Experience with Microsoft Active Directory for managing user accounts, policies, and permissions.
• Ability to handle sensitive and confidential information with the highest level of professionalism and discretion.
• Excellent written and verbal communication skills; able to translate technical information clearly to non-technical users.
• Effective organizational and time management skills with keen attention to detail.
• Demonstrated initiative, resourcefulness, and accountability in problem-solving and task completion.
• Capacity to lift up to 50 pounds and work on foot or standing for extended periods.
• Flexibility to adapt in a fast-paced, evolving environment and willingness to work outside standard business hours as required.
Qualifications & Experience:
• Bachelor’s degree in Information Technology, Computer Science, Networking, or a related field.
• At least 2 years of progressive IT support experience in a Helpdesk or technical support capacity (relevant experience and certifications may be considered in lieu of a degree).
Pre-Employment Requirements:
• Criminal background check
Florida Memorial University is an Equal Employment Opportunity Employer.
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