IMT Helpdesk Analyst

The IMT Helpdesk Analyst plays a key role in delivering high-quality technical support and customer service to faculty, staff, and students across all Florida Memorial University. This role provides hands-on and remote assistance for desktops, laptops, mobile devices, user accounts, network connectivity, printers, AV systems, and other university technology systems.

The analyst will manage Helpdesk tickets, support end-user hardware and software, maintain key campus systems such as digital signage and ID badge infrastructure, and escalate issues as needed to ensure timely resolution. As a representative of the IT department, this role emphasizes professionalism, responsiveness, and a strong commitment to supporting a positive student centered environment.

Essential Responsibilities:

• Serve as the first point of contact for technical support, managing HelpDesk tickets and performing Move/Add/Change (MAC) tasks in a timely manner.
• Install, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, copiers, phones, Wi-Fi devices, digital signage, TVs, and related AV equipment.
• Administer and support the university ID Badge System, including creation and management of student and staff credentials.
• Provide technical guidance and training sessions for faculty, staff, and students on supported systems and software.
• Collaborate with team members to document procedures, create technical guides, and contribute to knowledge bases for recurring issues and implementations.
• Communicate regularly with users to assess technology needs, document issues, and provide clear, courteous updates until resolution.
• Work closely with senior IT staff to escalate complex issues and ensure follow-through to closure.
• Participate in departmental meetings and special task forces to align IT operations with evolving university needs.
• Assist with maintaining IT asset organization and documentation across all campus locations.
• Participate in a shared on-call rotation to provide 24x7 emergency support.

Required Knowledge, Skills, and Abilities:

• Strong working knowledge of Windows operating systems, Microsoft Office 365, and general Microsoft ecosystem tools.
• Familiarity with networking fundamentals, including DNS, DHCP, TCP/IP, email protocols, and wireless connectivity.
• Experience with Microsoft Active Directory for managing user accounts, policies, and permissions.
• Ability to handle sensitive and confidential information with the highest level of professionalism and discretion.
• Excellent written and verbal communication skills; able to translate technical information clearly to non-technical users.
• Effective organizational and time management skills with keen attention to detail.
• Demonstrated initiative, resourcefulness, and accountability in problem-solving and task completion.
• Capacity to lift up to 50 pounds and work on foot or standing for extended periods.
• Flexibility to adapt in a fast-paced, evolving environment and willingness to work outside standard business hours as required.

Qualifications & Experience:

• Bachelor's degree in Information Technology, Computer Science, Networking, or a related field.
• At least 2 years of progressive IT support experience in a Helpdesk or technical support capacity (relevant experience and certifications may be considered in lieu of a degree).

Pre-Employment Requirements:

• Criminal background check

Florida Memorial University is an Equal Employment Opportunity Employer. In compliance with the American Disabilities Act (ADA), those functions of the job that are identified as essential are required to be performed with or without reasonable accommodations. Requests to facilitate the performance of essential functions will be considered.