IT Service Desk Support Staff (PT/Temporary F/T)

City of Fort Lauderdale; Fort Lauderdale (FL); On-site; USD 25,000 - 30,000; Part time

Job summary

The City of Fort Lauderdale is seeking a part-time IT help desk support staff to manage a high-volume queue of tickets and assist users on-site. The role involves handling calls, walk-in support for devices, password resets, and basic IT tasks in the Information Technology Services Department.

Eligible candidates will have a high school diploma, 1+ year of IT support experience, and a Florida driver’s license.

Qualifications

• High school Diploma or G.E.D. required.
• One or more years of IT technical support or field technician experience.
• Possess or obtain a valid State of Florida driver's license within 30 days of hire.
• Strong communication skills are required, both oral and written.
• Ability to handle and prioritize multiple tasks in a fast-paced environment.
• Higher education or relevant work history may be required as evidenced by certificates or prior experience.

Responsibilities

• Answer a high volume of help desk calls and document work orders in the ticketing system.
• Provide walk-in support on mobile devices, laptops, password resets, and basic customer needs.
• Troubleshoot, analyze and resolve hardware, software, and network issues or escalate as needed.
• Maintain Active Directory users and groups.

Skills

Communication

Multitasking

Time management

Problem solving

Education

High school diploma

Tools

Active Directory

Job description

This is a part-time position with a 32-Hour cap per week in accordance with City of Fort Lauderdale Policy and Standards Manual. This position is At-Will and is not covered by a Collective Bargaining Agreement or the Personnel Rules.

This role manages a queue of tickets in the help desk ticketing system, in addition to incoming calls. This position involves assignments in the Information Technology Services Department. The employee is compensated on an hourly basis, as the services are needed. A temporary assignment can end at any time depending on the hiring department's needs. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Answers a high volume of help desk calls for Service Requests and Incidents; creates and documents work orders in ticketing system
• Provides Walk-in support on mobile devices, laptops, password reset, and basic level customer needs
• Troubleshoots, analyzes and resolves hardware, software and network support incidents, or escalates to other higher support tiers when necessary
• Maintains Active Directory users and groups

MINIMUM JOB REQUIREMENTS

1. High school Diploma or G.E.D.
2. One or more years of IT technical support or field technician experience
3. Possess or be able to obtain a valid State of Florida driver's license within 30 days of hire.
4. Strong communication skills are required, both oral and written, to interact effectively at all levels within the organization
5. Ability to handle and prioritize multiple tasks and work efficiently in a fast-paced environment
6. May require a higher level of education or previous work experience which will be evidenced by copies of relevant education certificates or previous work history

As public servants, employees may be required to work immediately before, during, and/or after an emergency. All employees must be available and able to work assigned shifts as determined by their Department Heads.

PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

Depends upon work assignment and location.

The noise level in the work environment is quiet to moderately loud. The work may entail sedentary work in an office setting. While performing duties, employee may frequently be required to stand, walk, stoop, talk, hear, reach above and below shoulders, and use hand and fingers dexterity keyboarding. The employee may be required on rare occasions to lift up to 50 pounds.

Sometimes work is stressful when working under stringent time constraints. Vocal communication is required for expressing or exchanging ideas by means of the spoken word, and conveying detailed or important instructions to others accurately, loudly, or quickly. Hearing is required to perceive information at normal spoken word levels, and to receive detailed information through oral communications and/or to make fine distinctions in sound; visual acuity is required for depth perception, color perception.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The City of Fort Lauderdale receives a high volume of applications, so not every applicant who meets the minimum qualifications will be guaranteed an interview.

Applicants will be subject to an extensive selection and screening process, which may include, but not be limited to evaluation of training and experience; written; oral and performance-based testing; skills assessment; interview; employment check, background investigation; medical examination; and drug screen. For Public Safety positions, the process additionally includes polygraph examinations and psychological evaluations. The expected duration of the selection process varies by position.

All applicants, including current City of Fort Lauderdale employees, need to fully detail their work experience on the employment application. Applicants must ensure that all required documents submitted are in a format that is acceptable, clear, and legible. It is the applicant’s responsibility to update their online profile with accurate personal information, work history, education, and certifications each time they submit a new application. Incomplete applications may result in disqualification.

The City of Fort Lauderdale is an Equal Opportunity, Veteran’s Preference Employer and Drug Free Workplace.