IT Service Desk Coordinator
About The Position
The person in this role analyzes problems and provides in-person and remote technical assistance, support, and advice to end users for software, hardware, mobile devices, phones, etc. In accordance with Article 24 of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769, for posting purposes this open-competitive job posting shall be considered as a simultaneous internal and external posting (it is open to both internal City employees and external applicants). 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.
Requirements
- Associate's Degree in Information Technology or a related field.
- One (1) or more year(s) of experience troubleshooting computer and technical support issues (in person and remote).
- Additional qualifying experience with certification (such as; CompTIA, A+, Network+, Security+) may substitute for the required education.
- An in-depth pre-employment background check will be conducted as part of the selection and onboarding process, as this position is deemed security sensitive.
- 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.
Nice To Haves
- Prior contact center experience
- Excellent customer service and communication skills
- Excellent multi-tasking skills to respond to a high volume of contacts
- Working knowledge of ITIL
- Working knowledge of ServiceNow
- CJIS certification
Responsibilities
- Provides front line assistance and information for software, hardware, mobile devices, desk phones, and identity management
- Answers a high volume of help desk calls for Service Requests and Incidents; creates and documents work orders in ticketing system
- Troubleshoots, analyzes and resolves support incidents, or escalates to other higher support tiers when necessary
- Advocates for customer needs and provides follow up to see problems through to resolution
- Supports user account profiles, network and software application passwords; performs additions, deletions or changes
- Maintains Active Directory users and groups
- Serves as liaison between City employees, customers and vendors
- Provides Walk-in support on mobile devices, laptops, password reset, and basic level customer needs
- Manages inventory and maintains equipment inventory records
- Performs related work as required
Benefits
- Veterans' preference per Florida law.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
