IT Service Desk Representative

Palm Beach State College•Lake Worth, TX

28d•$17•Hybrid

About The Position

Under direct supervision, responsible for ensuring an outstanding level of customer service by troubleshooting and resolving technical issues, responding to questions, routing and escalating requests, and providing tier 1 technical support to the college community including but not limited to students, faculty and staff. Must be able to work a fluctuating schedule, including nights, weekends, and holidays.

Requirements

High school diploma or GED with additional training related to the position
Some related experience
Microsoft Office Professional or similar applications
Fact finding, analysis, and problem solving
Attention to detail while maintaining effective time and task management
Install and troubleshoot Microsoft Windows operating system
Interact in a positive manner with diverse populations and varying education levels of students, faculty, staff, and the public
Organize and prioritize multiple, competing priorities to maximize personal and team effectiveness
Express and present complex concepts and information in a manner easily understood by others
Effectively communicate verbally and in writing on a regular basis with internal and external customers, build relationships, manage customer expectations and take responsibility for a high level of service
Regular physical attendance required

Nice To Haves

Microsoft Office Specialist (MOS) certification

Responsibilities

Accurately identifies, classifies, diagnoses, logs, updates, resolves and tracks incidents and service requests and provides current information on college or departmental services and programs.
Maintains accurate customer information for future retrieval. Escalates a customer inquiry or problem to the next level of response as required.
Answers, screens, researches, informs, advises, records, processes, and follows up all customer requests efficiently and expeditiously using a variety of communication channels, following established procedures.
Acquires knowledge of other staff duties and serves as a backup as necessary.
Performs effective resolution of unscheduled or emergency assignments ensuring service continuity.
Identifies user requirements, evaluates alternatives, and makes recommendations for product selection. May apply to software, hardware, systems, and applications.
Relays essential information security advice and support.
Performs other job-related duties as assigned.