This position provides coordination and administrative support for resolving problems related to the University-related technologies. The IT Support Analyst – Tier 1 receives end user requests via e-mail, online request, phone, and in person. Analysts provide assistance, problem resolution and escalations when appropriate. This position involves heavy phone and in person interaction and demands top customer service and problem-solving skills in working with Students, faculty, and staff. This position also has on site responsibilities supporting technologies in different learning environments. This position collaborates with our 3rd party company and will need to have a flexible schedule to support occasional nights and weekends.

Duties and Responsibilities:

• Promote effective learning by providing clear technical assistance and communication to students, faculty and Staff
• Support University web-enabled services via phone, email, and other communication channels
• Support Office 365 for Students, faculty, and staff
• Support Multifactor Authentication (MFA), Including Microsoft authenticator and UKG text messaging
• Troubleshoot and resolve Tier 1 issues related to hardware, software, A/V, login, browsers, the learning management system, and other University technologies
• Manage support escalations to and from internal teams to ensure timely resolution
• Document FAQs, instructions, specifications, procedures, requirements, etc., for both internal and external users
• Make recommendations to enhance the services offered to students and faculty and staff
• Work collaboratively with other teams to test new applications and systems
• Perform repairs, maintenance, and installation of computer hardware, Software, MFP/printers, and various other hardware/software supported by ITS
• Supports students, faculty, and staff in both on-site and hybrid work and learning environments
• Manage access to files, email, and other University resources using Office 365 and Active Directory
• Contact outside support vendors to obtain documentation, information, or support
• This position requires 5 days on-site in St. Petersburg, Florida.
• Other duties may be assigned

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• An Associate’s Degree OR a minimum of three years of experience in IT support or a related field is required.
• A CompTIA A+ Certification is strongly preferred.
• Candidates should have knowledge of Active Directory administration.
• Familiarity with Microsoft Azure fundamentals is expected.
• The ability to troubleshoot various PC, printer, and network hardware issues is essential.
• Strong customer service skills and the ability to collaborate effectively with technical support teams are required.
• Flexibility to work occasional nights and weekends is necessary.

The hiring salary range for this position is $52,000.00 – $55,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting.