Florida International University - Miami, FL
posted 4 months ago
The Help Desk Analyst position at Florida International University (FIU) is a vital role within the Division of Information Technology, providing essential support to students, faculty, and staff. This position is primarily focused on delivering first-call resolution and support for a variety of technology-related issues encountered by the university community. The Help Desk Analyst will engage with users through both a call center and walk-up support, addressing problems related to user accounts, desktop and laptop functionality, and network connectivity. The role requires a proactive approach to troubleshooting and problem-solving, ensuring that users receive timely and effective assistance. In this capacity, the Help Desk Analyst will be responsible for researching, analyzing, and diagnosing issues with client systems, which include both Windows and Macintosh operating systems, as well as peripheral equipment and network connections. The analyst will utilize documented processes and best practices to resolve problems efficiently, while also providing personalized technical support when necessary. Additionally, the role involves contributing to the creation of standard operating documentation, such as knowledge base articles and process improvement guidelines, to enhance the overall support experience for users. The ideal candidate will possess a strong foundation in customer service, technical support, and problem-solving skills, with a commitment to maintaining high standards of service delivery. This position offers an opportunity to work in a dynamic environment that values innovation and collaboration, contributing to the success of a diverse student body and a vibrant academic community.