Service Desk 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

Applications to the City of Deerfield Beach are reviewed as received. Early application is encouraged, as this posting may close at any time.

Serve as first point of contact for customers seeking technical assistance over the phone, email or service desk work order system. Include are receiving, prioritizing, documenting and actively resolving end user help requests and escalation when needed.

This class works under general supervision, independently developing work methods and sequences.

The essential functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.

• Receives calls and/or emails from customers and utilizing service desk software to enter, prioritize and track status of issues through to final resolution.
• Provides assistance and support to application users in accordance with approved policies and procedures.
• Escalates problems (when required) to technical staff or Manager.
• Consults with technical support staff to maintain and manage knowledge base of known and resolved issues.
• Performs fixes at the desktop level, including installing and upgrading software at tier 1 support.
• Maintains and configures Service Desk application to include IT Service catalog and Skill Routing policies.
• Accesses software updates, drivers, knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Analyzes 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.
• Participates in meetings, conference calls, and video conferences, as needed.
• Provides support for physical/virtual meetings, conference calls, and video conferences.
• Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

• Associate’s Degree in Computer Science or closely related field.
• Four (4) years of related computing experience or an equivalent combination of education, training and experience.
• Must possess and maintain a valid Florida driver's license with an acceptable driving history.

PREFERRED EDUCATION AND EXPERIENCE REQUIREMENTS

• Experience with BoSSDesk Solutions.
• Certifications related to Service Desk / IT “ITIL”

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of basic computer hardware, including Desktops, printers and peripheral devices
• Knowledge with desktop configuration including Windows 10 (or higher) Operating system and Office365 suite.
• Knowledge in the use of various reference and online resources to solve application problems.
• Skill in verbal and written communication of technical information to non-technical users.
• Ability to maintain effective working relationships in a collaborative team environment.
• Ability to compile, organize, interpret, and analyze data and information to solve application problems.
• Ability to interpret and evaluate system issues from a user perspective.Ability to systematically troubleshoot problems and implement corrective action as needed.
• Ability to interact effectively and maintain relationships with the general public, City officials, vendors, and other City employees

PHYSICAL DEMANDS

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

• Performs sedentary work that involves walking or standing some of the time and involves exerting up to 50 pounds of force on a regular and recurring basis or sustained keyboard operations.

WORK ENVIRONMENT

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

• Involves routine and frequent exposure to:
  • Bright/dim light; Dusts and pollen.
  • Extreme heat and/or cold; Wet or humid conditions.
  • Extreme noise levels, Animals/wildlife.
  • Vibration; Fumes and/or noxious odors.
  • Traffic; Moving machinery.
  • Electrical shock; Heights.

WORK HOURS

Monday – Friday 8am- 5pm (May be required to work nights, weekends and holidays to meet the business needs of the City.)

AMERICANS WITH DISABILITIES ACT COMPLIANCE

The City of Deerfield Beach is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

ESSENTIAL SAFETY FUNCTIONS

It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.

Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed, and employees are properly trained.

EMERGENCY MANAGEMENT RESPONSIBILITIES

Note: During emergency conditions, all City employees are automatically considered emergency service workers. City employees are subject to being called to work in the event of a disaster, such as hurricane, or other emergency situations and are expected to perform emergency service duties as assigned.

The City of Deerfield Beach values the service veterans and their family members have given to our country and supports the hiring of returning service members and military spouses.