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Help Desk Analyst (122330) - Tallahassee

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Please see Special Instructions for more details.

Candidates must apply online through the University of West Florida website: https://jobs.uwf.edu. Applicants are required to attach a resume. An opportunity to upload this document will be provided during the application process. For assistance, please contact Human Resources at 850-474-2694 or email jobs@uwf.edu.

Position Details

Position Information

Position Number 122330
Position Title Help Desk Analyst (122330) - Tallahassee
Working Title Help Desk Analyst
Job Summary

This position is a member of the Help Desk, reports to the Help Desk Manager of the Florida Virtual Campus. This position is responsible for (1) answering questions, troubleshooting, analyzing, diagnosing, and resolving issues related to the integrated library system, distance learning and student services applications, and internal support issues; (2) entering and updating cases in the case management system (CRM).

FLSA Exempt
Minimum Qualifications

Master’s degree in an appropriate area of specialization; or a bachelor’s degree in an appropriate area of specialization and two years of appropriate experience.

Preferred Qualifications

• Bachelor’s degree and two years of experience in libraries help desk, or IT.
• Master’s degree in one of the following areas may be substituted for the required professional academic experience: Information Studies, Library Studies, Education, Distance Education, and Educational Counseling.
• Two (2) years of professional experience in an academic environment.

Essential Functions

Description of Job Duty

Enter and update customer questions and issues in FLVC’s cloud-based case management system (CRM). Ensure that cases are responded to according to the Organizational Level Agreement with outstanding customer service. Expected to provide answers to common questions, perform routine procedures to resolve a high percentage of inquiries, and route more complex issues to a higher level of support.

Percentage Of Time 30
Description of Job Duty

Take follow-up actions as needed to deliver appropriate and timely assistance to customers, including research into technical documentation, simulation of software or equipment problems within FLVC’s model site environment, or consultation with other FLVC staff. Report trends, concerns, root causes, and ongoing problem areas to the Help Desk Manager and notify appropriate FLVC staff.

Percentage Of Time 25
Description of Job Duty

May serve as second level support for other Help Desk staff. Participates as team member for projects/business processes, developing expertise to provide second-level support.

Percentage Of Time 20
Description of Job Duty

Performs work in support of business processes and projects, as assigned. Performs time-sensitive tasks and meets established deadlines; maintains effective communications with appropriate FLVC staff; maintains effective working relationships to ensure the success of the business processes and projects.

Percentage Of Time 10
Description of Job Duty

Participate in training for all FLVC products and services. Learn to support all new products and services. Review documentation to ensure that it is useful and understandable for FLVC customers as requested by workgroups and teams.

Percentage Of Time 5
Description of Job Duty

Receives, reviews, implements, and tracks integrated library system information regarding user accounts and system parameters.

Percentage Of Time 5
Description of Job Duty

Performs other duties as assigned.

Percentage Of Time 5

Physical Demands

Physical Requirements 1- No unusual physical requirement.
Standing Daily
Walking Daily
Sitting Daily
Reaching with hands and arms Daily
Climbing or balancing Never
Stooping, kneeling, crouching or crawling Occasionally
Use of hands to handle objects Daily
Lifting up to 10 pounds Daily
Lifting up to 25 pounds Never
Lifting over 25 pounds Never
Talking: Express or exchange ideas verbally Daily
Hearing: Perceive sound by ear Daily
Vision: Ability to distinguish similar colors, depth perception, close vision Daily

Special Requirements or Considerations of the Job

Special Requirements or Considerations of the Job This position requires a criminal background screen.

Posting Details

Posting Details

Employment based visa sponsorship will NOT be considered for this position.

Requisition Number S00396PO
Number of Vacancies 1
Normal Work Hours Monday through Friday, 8:00 a.m. to 5:00 p.m.
Contract Period
FTE 1.0
Salary Range $37,000 - $40,000
Pay Basis Annually
Work Location Tallahassee
Desired Start Date
Position End Date
Open Date
Close Date 10/05/2017
Open Until Filled Yes
Special Instructions to Applicants

Candidates must apply online through the University of West Florida website: https://jobs.uwf.edu.

Applicants are required to attach a resume.

An opportunity to upload this document will be provided during the application process.

For assistance, please contact Human Resources at 850-474-2694 or email jobs@uwf.edu.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Have you earned a Masters degree?
    • Yes
    • No
  2. * Have you earned a Bachelors degree?
    • Yes
    • No
  3. * Do you have two (2) years experience?
    • Yes
    • No

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Curriculum Vitae
  2. Cover Letter