Service Desk Specialist

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.

• 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.

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

• Knowledge of basic computer hardware, including Desktops, printers and peripheral devices
• Knowledge with desktop configuration including Windows 10 (or higher) Operating system and Office
  365 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 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.

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.

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

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…