IT Service Desk Representative

Palm Beach State College; Lake Worth (TX); Hybrid; USD 18,000 - 26,000; Full time

Benefits offered by this job

Potential remote or hybrid options

Wellness programs

Apps for stress management

Job summary

Palm Beach State College seeks an IT Service Desk Representative to deliver tier 1 technical support across the college community, including students, faculty and staff. You will troubleshoot issues, document resolutions, and route escalations while maintaining strong customer service.

Candidates should have a high school diploma or GED, familiarity with Microsoft Office, and solid problemsolving skills. A flexible schedule including some nights, weekends, and holidays is required.

Qualifications

• High school diploma or GED; additional training related to the position preferred.
• Proficient in Microsoft Office Professional or similar applications.
• Strong problem solving and analytical skills; attention to detail.

Responsibilities

• Provide tier 1 technical support to students, faculty and staff.
• Troubleshoot and resolve incidents, log and track requests.
• Escalate issues to higher levels when needed and communicate effectively.

Skills

Troubleshooting

Tier 1 support

Microsoft Office

Fact finding

Problem solving

Windows troubleshooting

Communication

Time management

Customer service

Education

High school diploma or GED

Tools

Microsoft Office Professional

Job description

Join our team! What We Offer At Palm Beach State College, you will discover a place where ideas come to life and the heartbeat of a county begins. By joining us, you will be exposed to professionals from across the U.S. and abroad who are the strivers, reinventors, explorers, and influencers dedicated to developing talent that fills the most needed workforce roles. As the Panthers, we embrace a community of belonging, caring, and connection for our students and employees. We seek creative individuals to help PBSC fulfill its mission of inspiring hope, advancing skills, and transforming lives.

About this role

Under direct supervision, responsible for ensuring an outstanding level of customer service by troubleshooting and resolving technical issues, responding to questions, routing and escalating requests, and providing tier 1 technical support to the college community including but not limited to students, faculty and staff. Must be able to work a fluctuating schedule, including nights, weekends, and holidays.

What a day of an IT Service Desk Representative looks like:

• Accurately identifies, classifies, diagnoses, logs, updates, resolves and tracks incidents and service requests and provides current information on college or departmental services and programs.
• Maintains accurate customer information for future retrieval.
• Escalates a customer inquiry or problem to the next level of response as required.
• Answers, screens, researches, informs, advises, records, processes, and follows up all customer requests efficiently and expeditiously using a variety of communication channels, following established procedures.
• Acquires knowledge of other staff duties and serves as a backup as necessary.
• Performs effective resolution of unscheduled or emergency assignments ensuring service continuity.
• Identifies user requirements, evaluates alternatives, and makes recommendations for product selection. May apply to software, hardware, systems, and applications.
• Relays essential information security advice and support.
• Performs other job-related duties as assigned.

We’d love to hear from you if you have the following:

• Education and Experience: High school diploma or GED with additional training related to the position Some related experience
• Knowledge of: Microsoft Office Professional or similar applications
• Skilled in: Fact finding, analysis, and problem solving
• Attention to detail while maintaining effective time and task management
• Ability to: Install and troubleshoot Microsoft Windows operating system
• Interact in a positive manner with diverse populations and varying education levels of students, faculty, staff, and the public
• Organize and prioritize multiple, competing priorities to maximize personal and team effectiveness
• Express and present complex concepts and information in a manner easily understood by others
• Effectively communicate verbally and in writing on a regular basis with internal and external customers, build relationships, manage customer expectations and take responsibility for a high level of service
• Licenses, Registration, Certifications, or Special Requirements: Regular physical attendance required
• Preferred, but not a must: Licenses, Registration, Certifications, or Special Requirements: Microsoft Office Specialist (MOS) certification

Work Environment and Physical Demand - Frequency

• Reach and grasp objects.
• Occasionally Stoop, bend, kneel, crouch, or crawl.
• Occasionally Repetitive movement of wrists, hands, fingers.
• Hourly Sit for extended periods of time.
• Daily Use of video display terminal.
• Hourly Receive and understand information through oral and written communication.
• Daily Proofread and check documents for accuracy.
• Daily Work a fluctuating work schedule.
• Occasionally Communicate information verbally.
• Daily Communicate information in writing.
• Daily

This job description is intended to be generic in nature and describe the essential functions of the job. It is not an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position. Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority. Certain service members may be eligible to receive waivers for postsecondary educational requirements, in the employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. The minimum base pay for this position starts at $16.51 per hour; however, the offer may vary based on the candidate’s education and experience. This position is open until filled with a first initial review on September14,2026.

Culture

Be part of an inclusive, Panther First environment where every role has a purpose, and employees have a sense of belonging.

Education Benefits

Tuition fee waiver at PBSC, tuition reimbursement, degree recognition award, educational leave, and more. Public Service Loan Forgiveness institution.

Health and Wellness

Medical, dental, vision, disability, life insurance, parental leave, and more.

Generous Time Off

Vacation, sick leave, holidays, and spring and winter breaks offering additional paid time off.

Panther Perks

Potential remote or hybrid opportunities, wellness programs, and apps related to stress management, nutrition, meditation, and more.

Professional Development

Leadership programs, professional learning workshops, and more.

Retirement Investments

State retirement plan options and voluntary 403(b) and 457 plans.

About the College

Palm Beach State College, Florida's first public community college, was founded in 1933 and has grown to become the largest institution of higher education in Palm Beach County. Currently serving a richly diverse student population of 49,000 annually, the College offers classes at five locations and offers bachelor's and associate degrees, professional certificates, and workforce development programs. With over 1,200 full-time employees, Palm Beach State College offers a highly attractive benefits package including health insurance, a retirement program, tuition assistance, and paid time off.

An Equal Access/Equal Opportunity/Veteran Preference/ADA Employer Per the Florida Open Records and Public Meeting Laws (286.011), also known as "the Sunshine Laws," all correspondence received from applicants for any position with the College is a matter of public record. Palm Beach State College is an equal access, equal opportunity institution. The College complies with all state and federal laws granting rights to applicants for employment or admission to the College. The College prohibits unlawful discrimination on the basis of race, color, creed, ethnicity, national origin, gender, sexual orientation, age, religion, marital status, veteran status, disability, or pregnancy in any of its employment or educational programs or activities. Applicants who believe they have been discriminated against in the recruitment process should contact the Human Resources and Compliance Director or Chief Human Resources Officer at [phone] or 4200 Congress Avenue, Lake Worth, FL 33461. Written complaints must be filed within 180 days from the position's closing date for which the applicant applied. Claims will be investigated, and a timely response will be provided. The College prohibits retaliation against any applicant who utilizes the complaint procedure.

Accommodations Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you need a reasonable accommodation to apply for a job or to perform your job by contacting the Human Resources and Compliance Director at [phone] for assistance.