Frontline IT Support Specialist

City of Deerfield Beach; Deerfield Beach (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

The City of Deerfield Beach seeks an IT Help Desk Technician to serve as the first point of contact for customers seeking technical assistance by phone, email or service desk. You will receive, prioritize, document and resolve end user requests, escalating when needed.

This role works under general supervision, developing methods and sequences, with tasks including installing software, maintaining the service desk system, and creating reports from data to track metrics.

Qualifications

• Associate’s degree in computer science or related field.
• Four years of related computing experience or equivalent combination.
• Must possess and maintain a valid Florida driver's license with an acceptable driving history.

Responsibilities

• Receive calls and emails from customers and enter, prioritize and track status of issues through to final resolution.
• Provide assistance and support to application users in accordance with approved policies and procedures.
• Escalate problems to technical staff or Manager.
• Consult with technical support staff to maintain and manage knowledge base of known and resolved issues.
• Perform fixes at the desktop level, including installing and upgrading software at tier 1 support.
• Maintain and configure Service Desk application to include IT Service catalog and Skill Routing policies.
• Access software updates, drivers, knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Analyze Service desk data and create reports and metrics as needed.
• Contacts vendors, manufacturers and support lines for different products in support of IT purchases, customer support and return merchandise authorization (RMA) items.
• Assists with inventory and monitoring of software licenses.

Skills

Service desk software

Windows 10 / Office 365

Communication skills

Ticketing / incident management

Team collaboration

Education

Associate's Degree in Computer Science or related field

Tools

IT Service Management tools

BoSS Desk Solutions

Job description

The City of Deerfield Beach seeks an IT Help Desk Technician to serve as the first point of contact for customers seeking technical assistance by phone, email or service desk. You will receive, prioritize, document and resolve end user requests, escalating when needed.

This role works under general supervision, developing methods and sequences, with tasks including installing software, maintaining the service desk system, and creating reports from data to track metrics.