User Support Specialist I- Winter Haven

About the Opportunity:

At Polk State, our amazing faculty and staff create an inspiring workplace. This career position reports to the Manager, Computer Support Services and is an excellent opportunity within the College’s Information Technology department. We offer a collaborative, creative and culturally diverse work environment. If you want to be supported in your efforts to grow professionally and to be recognized for your contributions, then come work for Polk State.

SOAR, EAGLES!

About the Position:

The User Support Specialist I provides remote and on-site support to internal student/faculty/staff professionals concerning desktop hardware, office applications, student applications and certain aspects of the networking infrastructure. This position will communicate directly with the customers concerning problems and their resolutions to each unique environment. The position will respond to telephone, email, web, and helpdesk requests to provide level 1 technical, end-user support.

Essential Functions/Duties:

• Support Desktop Environment including Laptops and Mobile Devices.
• Provide Application Installation and Support for approved Polk State Applications.
• Assist with Inventory Management.
• Basic ability to aid in analysis of and documentation of root-cause analysis.
• Ability to diagnose problems through research and reasoning without the need for concise documentation.
• Manage, prioritize, resolve or escalate client support requests as appropriate within ticketing support system.
• Experience with Effective Malware/Spyware Removal Strategies.
• Experience with Remote Troubleshooting/Support Tools.

This position is a level C15.

• A Certification is preferred.
• Deploy Images to a Desktop Environment
• An attitude of willingness and eagerness to learn is essential.
• Must be an effective communicator capable of interpreting complex desktop technology concepts and explaining same to all levels of non-technical users.
• Assisting users remotely, good hardware knowledge.
• Knowledge of various manufacturer product lines of desktop and laptop systems including associated hardware, and interface/communication options is a strong plus.

High School diploma or equivalent is required.

A Certification preferred.

At least one year of Information Technology work experience is required, preferably in the areas of PC support, networking and telecommunications, or an equivalent combination of experience, coursework in an accredited educational program in IT or related field, on the job training/coursework/certifications, or an internship in an IT related discipline.

Preferred Experience:

Additional related IT work experience is preferred.

Working Conditions:

• During the first of each semester must be available to work evening hours to start the semester.
• Sometimes requires coming in on evenings, early in the mornings, and on Saturdays to start various workshops.

We offer an excellent employer-paid benefits package including the following: Medical, Dental, Life, Long-Term Disability, Vacation (except faculty), Holiday and Sick Leave, Retirement (if eligible) and college fee waivers. Other employee-paid, voluntary benefits (vision, short-term disability, etc.) are also available.

Important Information:

• Application Requirements: A completed online application consists of:
  • a resume, and
  • an electronic job application (all sections completed).

Submissions that do not include all required information will not be considered.

• Background Screening: Reference checks, successful completion of a Level II background check (fingerprinting), and third-party Education Verification for all stated degrees will be required prior to employment.

• Non-Instructional/Staff Transcripts: For career positions, a degree is not required. However, please note that education verification will be completed for all stated degrees, on or before an offer is extended. Submission of official transcripts for all stated degrees, is required as a condition of employment, following receipt of a job offer.

• Foreign Transcripts: All international degrees must have their coursework evaluated in terms of U.S. "equivalency." Polk State College requires that all international credential evaluations be conducted by one of the companies affiliated with the National Association of Credential Evaluation Services, Inc. (NACES®). More information about NACES® affiliates can be obtained at the NACES® website.

• Relocation: Polk State College does NOT provide relocation assistance for this position.

• This position will close at 8:00 a.m. on Monday, June 20, 2022.

NOTE: We encourage applicants to provide feedback of their experience or request help at Careers@polk.edu.

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with State of Florida agency like Polk State College. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement and the date of your re-employment.

As a rule, Polk State College does not provide H1-B visa sponsorship. Exceptions may be made based on the College's need for a candidate with unique skills and expertise and where the College cannot otherwise recruit and hire qualified non-sponsored candidates.

Polk State College is a drug-free workplace and participates in E-Verify.

Polk State College is an equal access/equal opportunity institution committed to excellence through diversity in education and employment. The College complies with all state and federal laws granting rights to students, employees, and applicants for employment or admission to the College. Polk State College does not discriminate on the basis of race, color, national origin, ethnicity, sex, age, religion, sexual orientation, marital status, veteran status, genetic information, disability, or pregnancy in its programs, activities, or employment. For questions or concerns on equity issues, please contact: Lonnie Thompson, Chief Diversity Officer; 999 Avenue H, NE; Winter Haven, FL 33881; Office: 863.292.3602 Ext. 5343; lthompso@polk.edu.

Polk State College is committed to working with and providing reasonable accommodation to applicants and employees with disabilities. If you feel you require a reasonable accommodation to apply for a position with Polk State, please call 863-297-1070 or e-mail Careers@polk.edu and let us know the nature of your request, along with your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will receive a response.