INTERN - TECHNOLOGY CUSTOMER SERVICE REP - ITSM Intern

St. George, City of (UT); Saint George (UT); On-site; USD 2,066,000 - 3,444,000; Part time

Job summary

City of St. George is seeking a Technology Customer Service Representative for a part-time temporary position (3 months). Under supervision, you will assist in implementing and configuring a new IT Service Management platform, document processes, and help create user training materials for city employees.

Minimum one year of customer service or computer support experience is required; knowledge of SaaS platforms is a plus. A Utah driver license must be obtained within 60 days of hire.

Qualifications

• Minimum of one year customer service or computer support experience.
• Knowledge of SaaS platforms or ticketing systems is a plus.
• Possess a valid Utah driver license within 60 days of hire.

Responsibilities

• Learn and assist in configuring the new ITSM platform.
• Help define and document new processes for the technology support team.
• Develop training and reference materials for technicians and city employees.
• Perform data and process testing and validation.
• Perform other related duties as required.

Skills

Interpersonal communication

Curiosity

Process definition

Documentation

Customer service

Problem solving

Education

SaaS platform knowledge

Job description

Why Join Us?

Are you looking for that one key project to help grow your skills and broaden your knowledge of the IT world? Are you curious about how SaaS platforms are implemented and can impact an organization? Join our team as a Technology Customer Service Representative and play a vital role in the City's success. This is your opportunity to:

• Drive Change: Help implement and configure a new IT Service Management Platform.
• Make an Impact: Enhance the technology team's ability to provide support services to the city employees through the new platform.
• Grow Your Skills: Gain hands-on technical experience in implementing and configuring a SaaS platform.
• Collaborate: Work within an outstanding, supportive team that values problem-solving and innovation.

If you are curious, eager to learn, process and detail oriented, and want a chance to impact the city in a short period of time, we want to hear from you.

THIS IS A PART -TIME TEMPORARY (3 MONTHS) POSITION.

Position Summary

Under the general supervision of the City of St. George Technology Customer Support Manager, this position will assist in the implementation, configuration, and documentation of a new IT Service Management (ITSM) platform. (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

1. Learn and assist in configuring the new ITSM platform.
2. Help define and document new processes and procedures for the technology support team.
3. Participate in developing training and reference materials for use by technicians and city employees.
4. Perform data and process testing and validation.
5. Perform other related duties as required.

Typical Physical/Mental Demands/Working Conditions

May work alone or as a member of a troubleshooting team. Work is performed primarily indoors in a typical office environment with potential travel to other city locations. Uncomfortable conditions may include stooping, crouching, bending, etc. May be susceptible to eyestrain, back discomfort, and hand and wrist problems. Medium physical strength requirement: exerts up to 50 pounds of force occasionally and/or 25 pounds of force frequently. Exposure to stress as a result of human behavior and irregular working hours required to get equipment or programs set up or repaired under department time constraints.

Education:

Knowledge of SaaS platforms of system configuration is a plus.

Experience:

Minimum of one (1) year customer service or computer support work experience required. May substitute on a year for year basis an equivalent combination of education and experience.

Licenses and/or Certifications:

Possess a valid driver license. A valid Utah Driver License must be obtained within 60 days of hire and be maintained throughout employment.

Knowledge of:

• SaaS or ticketing platforms. Inner workings and technological developments of computers, laptops, tablets, mobile devices, printers, software, and related equipment.
• Emerging technologies.
• Wide variety of application programs.
• Federal copyright laws as they pertain to the use of computer software.
• The holistic nature of technology.

Skills in:

• Interpersonal communication (verbal, writing, in-person, etc.)
• Curiosity
• Process definition
• Documentation
• Customer service
• Problem solving

Ability to:

• Provide a value-add, world-class customer experience when working with city employees.
• Communicate effectively with city employees and technical staff, both orally and in writing.
• Operate a variety of computer equipment, operating systems, and software.
• Explain technical material in layman's terms.
• Establish and maintain effective working relations with elected officials, department heads, other employees, the public, and officials and employees of other jurisdictions.
• Participate with the team in developing ongoing strategies and best practices.