Information Technology.Service Desk Operator Tier I

Polk County Board of County Commissioners•Bartow, FL

11d•$48,859•Onsite

About The Position

Responsible for providing quality end-user support, basic troubleshooting and technical assistance for Information Technology (IT) applications, products, and services. Works in cooperation with the Service Desk Tier II staff as the initial customer service contact and oversees the recording, tracking, on-going end-user communication, and resolution of all technical problems and requests for services for the Information Technology Division.

Requirements

Graduate from an accredited high school or possess an acceptable equivalency diploma.
Minimum of two (2) years’ experience in Help Desk / Service Desk end-user support, resolving technical hardware and software problems
Must have and continue to maintain a valid CompTIA A+ Certification.
Must have a valid driver's license and be able to secure a valid Florida driver's license at the time of employment within this classification.
Must have a home telephone or cell phone within thirty (30) days of employment in this classification as employee is subject to call out.
This position shall be required to report for work when a declaration of emergency has been declared in Polk County.

Nice To Haves

experience with any of the following: Five9s Phone systems, Microsoft Office 365, Microsoft Intune, Simple Help, Kace or similar ITSM Tool, Entra ID, Oracle Fusion, Microsoft Teams Phone, SharePoint, Power Automate.

Responsibilities

Receive and Log Service Requests: Handle incoming service requests, ensuring all are accurately logged and tracked in the IT system.
Troubleshoot and Resolve Technical Issues: Investigate and resolve user technical problems, identifying the root cause and implementing solutions. Escalate unresolved issues to Tier II or higher-level support when necessary.
Provide End-User Support: Communicate directly with end-users, staff, vendors, and management to address technical queries, resolve issues, and provide guidance on IT-related matters.
Provide Basic Application Support: Assist users with IT-supported applications and systems, offering basic training and guidance on functionality and usage.
Ensure Customer Satisfaction: Strive to maintain high customer satisfaction by providing effective phone support, remote assistance, and ensuring timely resolution of technical problems.
Demonstrate Troubleshooting Skills: Display solid troubleshooting skills for IT-supported applications, PC hardware, and software based on established procedures and special preferences.
Maintain and Generate Reports: Maintain control logs and generate various reports, including call accounting, cell phone databases, work ticket reports, and other reports from automated systems.
Track Hardware and Software Inventory: Keep an up-to-date inventory of hardware, software, and site licensing, ensuring accurate tracking and reporting.
Escalate Issues When Necessary: Recognize when service levels are not met and escalate unresolved issues to IT management to ensure timely resolution.
Collaborate on Service Improvement: Work with users and IT personnel to identify more efficient methods for providing assistance and improving user experience.
Issue Access Badges: Create access badges for employees based on scheduled appointments or walk-in requests, ensuring proper authorization.
Maintain Good Relationships with Users: Build and maintain positive working relationships with end-users to ensure effective communication and assistance.
Process Production Requests: Contact users to gather necessary information for processing production requests and notify them of any delays in processing schedules.
Handle Cellular Services: Manage all aspects of cellular phone services, including account setup, ordering, phone setup, data conversion, troubleshooting, record-keeping, reporting, and vendor communication.
Inspect Incoming Materials: Verify the accuracy of incoming materials, parts, and supplies against invoices and purchase orders to ensure proper inventory management.
Create Training Materials: Develop and update training manuals and instructions for employees using IT-supported systems and applications, ensuring clarity and ease of understanding.
Perform Other Related Duties: Perform additional tasks as needed to support the IT team and ensure smooth operation of IT services.