Service Desk Specialist

City of Deerfield Beach • Usa, FL

4d • Onsite

About The Position

Serve as the first point of contact for customers seeking technical assistance over the phone, email, or service desk work order system. This role involves receiving, prioritizing, documenting, and actively resolving end-user help requests, with escalation when needed. The specialist works under general supervision, independently developing work methods and sequences. The essential functions include receiving calls and/or emails from customers, utilizing service desk software to track issues through to resolution, providing assistance and support, escalating problems to technical staff or Manager, consulting with technical support staff to maintain a knowledge base, performing desktop fixes including software installation and upgrades, configuring the Service Desk application, accessing online resources for problem resolution, analyzing Service Desk data and creating reports, contacting vendors for IT purchases and customer support, assisting with software license inventory and monitoring, and providing support for meetings and conferences. Other duties may be assigned.

Requirements

• Associate’s Degree in Computer Science or closely related field.
• Four (4) years of related computing experience or an equivalent combination of education, training and experience.
• Must possess and maintain a valid Florida driver's license with an acceptable driving history.
• Knowledge of basic computer hardware, including Desktops, printers and peripheral devices.
• Knowledge with desktop configuration including Windows 10 (or higher) Operating system and Office365 suite.
• Knowledge in the use of various reference and online resources to solve application problems.
• Skill in verbal and written communication of technical information to non-technical users.
• Ability to maintain effective working relationships in a collaborative team environment.
• Ability to compile, organize, interpret, and analyze data and information to solve application problems.
• Ability to interpret and evaluate system issues from a user perspective.
• Ability to systematically troubleshoot problems and implement corrective action as needed.
• Ability to interact effectively and maintain relationships with the general public, City officials, vendors, and other City employees.

Nice To Haves

• Experience with BoSSDesk Solutions.
• Certifications related to Service Desk / IT “ITIL”

Responsibilities

• Receives calls and/or emails from customers and utilizing service desk software to enter, prioritize and track status of issues through to final resolution.
• Provides assistance and support to application users in accordance with approved policies and procedures.
• Escalates problems (when required) to technical staff or Manager.
• Consults with technical support staff to maintain and manage knowledge base of known and resolved issues.
• Performs fixes at the desktop level, including installing and upgrading software at tier 1 support.
• Maintains and configures Service Desk application to include IT Service catalog and Skill Routing policies.
• Accesses software updates, drivers, knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Analyzes Service desk data and create Reports and metrics as needed.
• Contacts vendors, manufacturers and support lines for different products in support of IT purchases, customer support and return merchandise authorization (RMA) items.
• Assists with inventory and monitoring of software licenses.
• Participates in meetings, conference calls, and video conferences, as needed.
• Provides support for physical/virtual meetings, conference calls, and video conferences.

Benefits

• The City of Deerfield Beach is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree