Non Exempt Genesys Purecloud Jobs (NOW HIRING)

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Florida State College at Jacksonville (FSCJ) is committed to our employees and is pleased to offer challenging and fulfilling careers, as well as an excellent benefi ts package . As part of FSCJ's overall total compensation, employee benefits are offered to provide you with health and welfare coverage promoting good health and well-being, a retirement pension and financial protection in the case of death or disability. Click here to view our Employee Benefits Information
CAMPUS/CENTER LOCATION: DEERWOOD CENTER
DEPARTMENT: EDUCATIONAL TECHNOLOGY
DATE POSITION AVAILABLE: IMMEDIATELY
REVIEW DATE: JUNE 18, 2026
SALARY: $46,539.52
FLSA: NON-EXEMPT
WHAT YOU'LL DO
The Technical Service Desk Supervisor is an integral member of the Information Technology Department and supports the day-to-day operations and continuous improvement of the Technical Service Desk Team. This position ensures frontline support excellence across multiple channels, including walk-in service, phone, ticketing systems, and live campus events. This position supervises and mentors the Technical Service Desk Team, fosters consistency in training, performance, and service delivery. Operating in a high-volume, multi-channel environment, this position ensures the efficient resolution of incidents, adherence to service level agreements (SLAs), compliance with FERPA regulations, and providing high-quality customer support. This position gathers and analyzes performance data, prepares operational reports, and serves as the liaison to other IT teams for issue resolution and SLA compliance communications. Under the direction of the Assistant Director of Client Support, the Technical Service Desk Supervisor also plays a key role in facilitating cross-functional training and collaboration with IT groups across all functional areas to build mutual support capabilities and enhance service coverage across IT functions.
To learn more about this position please view the full job descriptions by clicking here .
WHAT YOU'LL NEED
At a minimum, the selected candidate must have a Bachelor's degree from a regionally accredited college or university and one (1) year of experience in information technology support in a lead or supervisory role, or an Associate's degree from a regionally accredited college or university and three (3) years of experience in information technology support, including one (1) year in a lead or supervisory role.
Additionally, the preferred candidate will have a Bachelor's degree from a regionally accredited college or university in Information Technology or a related field, and five (5) years of experience in a technical service desk or IT support environment, including at least two (2) years of supervisory or team lead experience. Experience with service management tools (e.g., ticketing systems, knowledge bases, SLAs). ITIL Foundations certification or equivalent knowledge of service management best practices.
The preferred candidate will also have experience with Jira Service Management for IT service request and incident management, including configuring queues, workflows, SLAs, and knowledge base integration, a strong ability to leverage data from tools such as Genesys, Jira, and TeamDynamics to prepare performance reports, monitor SLAs, and identify trends for service optimization. Knowledge of best practices in contact center and IT service management operations,including escalation procedures and end-user communication strategies.
RECOGNIZING OUR VETERANS
Are you claiming Veteran's Preference?
If yes, you must complete the Veteran's Preference Addendum and submit it as an attachment within five (5) days of the advertised position close/review date. Additionally, please submit the required documentation as listed on the addendum based on the category you select. If you are unable to attach/upload these documents yourself, please feel free to fax them to the Human Resource Department at 904-632-3390 and we will attach on your behalf.
To print out the Veterans Preference Addendum please click on the link below.
Veterans Preference Addendum
Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority. Certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled.
WHY US
We value our employees. Employees are treated as individuals and empowered to do their best. Our greatest strength lies in the skill, judgement and talent of our employees. We recognize that our success is related directly to the dedication and performance of our employees. We value integrity, excellence in teaching and learning, a culture of honesty and trust, creativity and a respect for diversity. We believe in the potential of people who are inspired, engaged and work together for common goals & objectives. To that end we strive to attract, develop and retain the talented people necessary to deliver the highest quality service to our students and community. It is our focus to support a diverse workforce within an inclusive work environment. In return, we provide a competitive compensation and benefits package, job/skill training, and company-sponsored social events.
What makes FSCJ stand out among other colleges and universities? We are:
Accessible: Classes are offered at convenient locations throughout Duval County and Nassau County and globally through online classes. View our locations .
Affordable: FSCJ ranks among the top 50 most affordable public, four-year institutions in the nation. Plus, we provide many financial aid and scholarship opportunities for our students.
Diverse: We have students from more than 154 countries and students range in age from 12 to 106 years old.
Highly Ranked: FSCJ ranks 11th in the nation in grand total (4,548), and in all disciplines granted among public, four-year colleges and universities granting associate degrees. (Community College Week)
AWARDS & ACCOLADES
For the second consecutive year, Florida State College at Jacksonville has been named as a 2025 Great College to Work For by ModernThink. FSCJ has been greatly honored with the Honor Roll recognition in 9 of 10 categories including: Job Satisfaction & Support, Professional Development, Mission & Pride, Supervisor/Department Chair Effectiveness, Confidence in Senior Leadership, Faculty & Staff Well-being, Shared Governance, Faculty Experience, and Inclusion, Belonging & Community. Click here to learn more about this recognition.
Click here to view our other Awards, Highlights and Accolades
WE CAN HELP
If you have questions or need technical assistance, please contact the Human Resources department by email employment@fscj.edu or phone (904) 632-3210. Additional documents can be faxed to (904) 632-3390.
Florida State College at Jacksonville complies with the provisions of the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, and other applicable laws pertaining to College safety and security practices. The College's Annual Security Report and Annual Crime Statistics are posted on the College's website. You can access the following sites by clicking on the following link Campus Security Policies , or directly at Annual Security Report . A hard copy may be obtained at any Campus Security Office.
A military veteran applicant who believes he or she was not afforded employment, promotion or retention preference may file a complaint with the Florida Department of Veterans Affairs (FDVA). The complaint must be made within 60 days from the date a non-select notice was received. The FDVA can investigate and make a determination as to whether a violation has occurred. For more information, call (727) 319-7462 , or email cosentinoj@fdva.state.fl.us . You can also email or mail a detailed complaint to: P.O. Box 31001, St. Petersburg, FL 33731.
Florida State College at Jacksonville does not discriminate against any person on the basis of race, disability, color, ethnicity, national origin, religion, gender, age, sex, sexual orientation/expression, marital status, veteran status, pregnancy or genetic information in its programs, activities and employment. For more information, visit the Equal Access/Equal Opportunity page. Veteran status and people with disabilities are encouraged to apply. Please notify the Human Resources Department at (904) 632-3210 if any reasonable accommodations are required during the application or the interview process.
Florida State College at Jacksonville provides equal opportunity for educational opportunities and employment to all. If you have concerns regarding discrimination, harassment or retaliation, please contact the College's Equity Officer, 501 W. State Street, Jacksonville, FL 32202, or at (904) 632-3221, toll-free at (877) 578-6801 or via email at equityofficer@fscj.edu for information.
Applicants have rights under Federal Employment Laws, view the U.S. Department of Labor Workplace Posters .
STAY CONNECTED!
At FSCJ, our College community does not just include our employees; it includes everyone willing to experience our inclusive culture and resolute core values that frame our institution. We have a variety of ways you can connect with us and take part in that experience. Together we can create an environment of communication and understanding that is both informative and entertaining, and we cannot wait to share it with you!