Works with the IT Support Services Manager to deliver information technology services supporting the FSU Multidisciplinary Center (MDC) and the Florida Institute for Child Welfare (FICW). Provides desktop and audio-visual (A/V) support in conjunction with the onsite IT Support Services Manager, the CSW IT Manager, and ITS leadership.
Dual Reporting: College of Social Work and ITS-ITAPP (Information Technology Administration Partnership Program). Partnership to deliver information technology services to support the FSU Multidisciplinary Center (MDC) and the Florida Institute for Child Welfare (FICW). Provides desktop support and Audio Visual (A/V) support under the direction and leadership of the ITAPP (IT) IT support Services Manager.
Serves as the first point of contact relating to distribution and support of information technology resources, providing problem-solving and debugging the distribution and support of information technology resources, providing problem-solving and debugging, along with delivering user support to faculty, staff, and students. Provides Support for specialized software and IT services used by the college's research areas.
Responsible for troubleshooting and mitigating complex problems related to computer hardware and computer applications. Performs initial setup of computer hardware and software. Assists with the analysis and development of procedures involving computing and network issues. Assists with the administration of network servers, including the NVR's, user accounts, backups, and other computer network issues. Assists with the administration of the IP Camera network server, including user accounts, backups, and other computer network issues. Analyzes problems, develops solutions, and implements computer software and hardware. Assist with research and training of a constantly evolving assortment of IT policies, procedures, and technologies. Assist in evaluating available and emerging technologies and determine if they are suitable for implementation in the MDC and FICW technology environment.
Responsible for the configuration and installation of new equipment and software. Provides training to employees in the use of equipment, security practices, software applications, and systems. Assists with the administration and support of conference room, multimedia equipment, and observation room technologies. Assists with troubleshooting end-user issues related to telephone system features and instruments, digital signage, videoconferencing, and remote computer connectivity. Support may be provided via telephone, remote access tools, in person, and/or email.
Works with the IT Support Services manager and MDC and FICW leadership staff to support mission-unique systems and services requiring privileged access to medical data and financial record systems. Supports credit card swipe machines and check scanners connected to the departmental cash collection system. Assists researchers with manipulating, handling, and submitting sensitive and protected information to government agencies.
Assists in properly tracking inventory. Monitors supplies and equipment inventories for help desk operations. Sanitizes equipment to be sent to surplus.
Maintains appropriate documentation relating to workstation configurations, lifecycle replacement, and planning. Performs other duties as assigned.
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.
