Information Services Representative
About The Position
Under general supervision, performs a combination of customer service, data entry and report generation, and general office support functions. The incumbent works without close supervision and is expected to exercise independent judgment. Supports the Information Technology (IT) Department operations. Collects and inputs a variety of data, manages information, and generates reports from various City systems. Serves as a department point of contact for internal and external customer service inquiries. Responds to general departmental questions and inquiries. Assists City staff with computer, network, telephone, software, and IT equipment issues and service needs by responding to or directing inquiries to appropriate technical staff. Coordinates IT repair and support responses. Coordinates service requests with maintenance vendors. Tracks the status of maintenance work orders and service requests. Operates and helps maintain the IT service management system. Researches and retrieves product information from vendor sites and portals. Provides administrative support to the department and assists in scheduling departmental operational meetings. Performs other related duties as required.
Requirements
- Two years of experience in varied office clerical work utilizing a variety of application software packages, including one year of experience assisting users and resolving hardware and software problems, or any equivalent combination of training and experience which provides the desirable knowledge, skills, and abilities.
- Microsoft Office at an advanced level.
- Communicate effectively, both orally and in writing.
- Assist users in identifying and resolving problems.
- Prioritize complex technical trouble calls and service requests.
- Identify and dispatch technical specialties appropriate to solve problems.
- Manipulate electronic devices, computers, and telephones.
- Effectively handle multiple tasks simultaneously, sometimes under strict time constraints.
- Adjust to quickly changing priorities and redirect tasks as needed.
- Continually learn new skills.
- Perform assignments without close supervision.
- Effectively facilitate meetings.
- Exercise tact and poise to deal effectively with a wide variety of people, including other employees, outside vendors, and the public.
- Ability to lift objects weighing up to 40 lbs.
- Read printed documentation and computer screens.
- Recognize, differentiate, and respond to alarm sounds and equipment-generated signals.
Nice To Haves
- Knowledge of a wide range of information technology concepts and technical terms.
- Knowledge of City's computerized business systems.
- Knowledge of modern office practices and procedures.
- Knowledge of accounting and budgeting.
Responsibilities
- Supports the Information Technology (IT) Department operations.
- Collects and inputs a variety of data, manages information, and generates reports from various City systems.
- Serves as a department point of contact for internal and external customer service inquiries.
- Responds to general departmental questions and inquiries.
- Assists City staff with computer, network, telephone, software, and IT equipment issues and service needs by responding to or directing inquiries to appropriate technical staff.
- Coordinates IT repair and support responses.
- Coordinates service requests with maintenance vendors.
- Tracks the status of maintenance work orders and service requests.
- Operates and helps maintain the IT service management system.
- Researches and retrieves product information from vendor sites and portals.
- Provides administrative support to the department and assists in scheduling departmental operational meetings.
- Performs other related duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
