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Melbourne, Florida, United States
Onsite
Responsibilities Include:
Serve as the primary Tier II escalation point for the Help Desk by performing advanced technical troubleshooting and resolving complex incidents involving user accounts, authentication, enterprise applications, and related technologies.
Diagnose and troubleshoot issues involving Active Directory, Microsoft Entra ID, Fischer Identity, Banner, single sign-on (SSO), multi-factor authentication (MFA), and other enterprise systems to determine root cause and resolve issues whenever possible.
Perform technical triage of incidents requiring specialized support by gathering diagnostic information, validating the issue, and assigning tickets to the appropriate Systems Administration, Applications, Infrastructure, Security, or vendor support team.
Coordinate and monitor escalated incidents through resolution by tracking progress, facilitating communication between technical teams, providing customer updates, and ensuring timely completion of support requests.
Administer routine identity and access management functions, including account provisioning, deprovisioning, account modifications, password resets, MFA assistance, and access-related support using established procedures.
Develop and maintain technical documentation, knowledge base articles, troubleshooting guides, and standard operating procedures to improve service quality and first-call resolution.
Analyze recurring incidents and support trends to identify opportunities for process improvements, automation, and operational efficiencies within the Help Desk.
Provide technical guidance and mentoring to Technical Support Specialist II staff by assisting with complex issues, sharing knowledge, and promoting consistent support practices.
Requirements Include:
Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
Minimum 2–5 years of experience required in area of expertise
Strong knowledge of IT systems and applications.
Excellent troubleshooting skills and problem-solving abilities.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Exceptional customer service and communication skills.
Attention to detail and ability to follow through on tasks.
Certification in IT or related field (e.g., CompTIA A+, Microsoft Certified Professional) is a plus.
Experience with helpdesk software (e.g., ServiceNow, Zendesk) preferred.
Equal Opportunity
Florida Institute of Technology does not discriminate on the basis of race, color, national or ethnic origin, religion, disability, age, genetic information, marital status, citizenship status, veteran status, and other legally protected characteristics in its activities and programs. In accordance with Title IX of the Education Amendments of 1972, Florida Tech does not discriminate on the basis of sex. Inquiries concerning the application of the Non-Discrimination and Anti-Harassment policy may be directed to the Equal Opportunity Director and Investigator at 150 West University Blvd, Melbourne, FL 32901, or email equalopp@fit.edu, or +1 321-674-7153; or to the U.S. Department of Education Office for Civil Rights.
Americans with Disabilities Act
Please notify us at least five days in advance if a reasonable accommodation for a disability is needed by calling the Office of Human Resources at 321-674-8100.
Annual Security & Fire Safety Report
The federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) requires colleges and universities, both public and private, participating in federal student aid programs to disclose campus safety information, and imposes certain basic requirements for handling incidents of sexual violence and emergency situations.
Florida Tech’s 2025 Annual Security and Fire Safety Report includes statistics for the previous three years concerning reported crimes that occurred on campus; in certain off-campus buildings or property owned or controlled by Florida Tech; and on public property within, or immediately adjacent to and accessible from, the campus.
The numbers provided include crime statistics that were reported to local law enforcement agencies, campus security and other Campus Security Authorities.
The report also includes institutional policy statements regarding campus safety and security measures; descriptions of prevention and awareness programs; related university procedures and important guidance; and other essential safety information.
You can obtain a printed copy of this report at the Department of Security Welcome Center located at 3126 Panther Place, during normal business hours, or by accessing the following website 2025 Annual Security and Fire Safety Report.
Official Transcripts
Official transcripts of all collegiate work must be sent directly from the attended institution to the Office of Human Resources prior to the first day of employment. All international degrees must have a course-by-course official evaluation and translation sent to the Human Resources Office directly from an evaluation company affiliated with the National Association of Credential Evaluation Services, Inc. (NACES).
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