Technology Customer Service Representative; Part Time

Job Title: Technology Customer Service Representative (Part Time)

Salary Range: $21.57 Hourly

Location: City Commons Building - St. George, UT

Job Type: Part-Time

Job Number:

Department: OPERATIONS

Are you passionate about customer service, technology, and problem solving? Are you an inherently curious individual? Join our team as a Technology Customer Service Representative and play a vital role in the City's success. This is your opportunity to:

• Make an Impact:
  Directly empower City employees to serve our community by keeping our systems running smoothly.
• Grow Your
  
  Skills:
  
  Gain hands‑on technical experience, refine your troubleshooting abilities, and contribute to the evolution of our computing strategy.
• Collaborate:
  Work within an outstanding, supportive team that values problem‑solving and innovation.
• Drive Change:
  Participate in exciting projects, including the implementation of our new ticketing system and a push towards best practices.

If you are curious, eager to learn, solve problems, and provide world‑class support, we want to hear from you.

Under the general supervision of the City of St. George Technology Customer Support Manager, supports City‑owned workstation and network equipment; provides hardware and software planning and evaluation; provides problem solving and training for end users; and ensures systems efficiency and integrity. This is an entry level position.

• Answer incoming phone calls into the City Help Desk.
• Open, route, manage, and resolve tickets in the IT Service Management platform.
• Provide technical assistance, support, and advice as needed to users when resolving computer related incidents through phone, e‑mail, web, and in‑person requests.
  • Answer, evaluate, and prioritize incoming telephone, voice mail, e‑mail, and in‑person requests for assistance from users experiencing problems with hardware, software, networking, or other related technologies.
  • Independently identify, troubleshoot, document, and resolve user incidents.
  • Inform usersof progress and resolution.
  • Provide training to users.
  • Report updates, status, and completion as needed to other city employees.
• Assist with the setup, installation, and configuration of new hardware and software systems.
• Assist with the upgrade of existing mobile devices, hardware, operating system, and software.
• Evaluate and recommend changes and proposals for upgrades to existing hardware and software systems.
• Escalate problems to vendors, administrators, and engineering staff and remains engaged through resolution.
• Assist with troubleshooting and setting up mobile devices, such as tablets and cell phones.
• Document processes, troubleshooting steps, and contributes to the knowledge base.
• Perform other related duties as required.

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.

Windows or Apple OS and device certifications preferred.

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.

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

• Inner workings and technological developments of computers, laptops, tablets, mobile devices, printers, software, and related equipment.
• Emerging technologies.
• Wide variety of application…