Technology Customer Service Representative (Part Time)

St. George, City of•City Commons Building - St. George, UT

16d•Hybrid

About The Position

This is an entry-level position where the Technology Customer Service Representative supports City-owned workstation and network equipment. The role involves hardware and software planning and evaluation, providing problem-solving and training for end users, and ensuring systems efficiency and integrity. The position is under the general supervision of the City of St. George Technology Customer Support Manager. The role offers an opportunity to make an impact by empowering City employees, grow technical skills, collaborate with a supportive team, and participate in projects like implementing a new ticketing system and promoting best practices.

Requirements

Minimum of one (1) year customer service or computer support work experience required.
May substitute on a year for year basis an equivalent combination of education and experience.
Possess a valid driver license.
A valid Utah Driver License must be obtained within 60 days of hire and be maintained throughout employment.
Knowledge of the inner workings and technological developments of computers, laptops, tablets, mobile devices, printers, software, and related equipment.
Knowledge of emerging technologies.
Knowledge of a wide variety of application programs.
Knowledge of federal copyright laws as they pertain to the use of computer software.
Knowledge of the holistic nature of technology.
Skills in customer service.
Skills in interpersonal, written, and verbal communication.
Skills in problem solving.
Ability to provide a value-add, world-class customer experience when working with city employees.
Ability to communicate effectively with city employees and technical staff, both orally and in writing.
Ability to quickly troubleshoot and resolve incidents in person or over the phone.
Ability to operate a variety of computer equipment, operating systems, and software.
Ability to explain technical material in layman’s terms.
Ability to establish and maintain effective working relations with elected officials, department heads, other employees, the public, and officials and employees of other jurisdictions.
Ability to participate with the team in developing ongoing strategies and best practices.

Nice To Haves

Windows or Apple OS and device certifications preferred.
Knowledge of Apple OS and hardware preferred.

Responsibilities

Answer incoming phone calls into the City Help Desk.
Open, route, manage, and resolve tickets in the IT Service Management platform.
Provide technical assistance, support, and advice as needed to users when resolving computer related incidents through phone, e-mail, web, and in-person requests.
Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, or other related technologies.
Independently identify, troubleshoot, document, and resolve user incidents.
Inform users of progress and resolution.
Provide training to users.
Report updates, status, and completion as needed to other city employees.
Assist with the setup, installation, and configuration of new hardware and software systems.
Assist with the upgrade of existing mobile devices, hardware, operating system, and software.
Evaluate and recommend changes and proposals for upgrades to existing hardware and software systems.
Escalate problems to vendors, administrators, and engineering staff and remains engaged through resolution.
Assist with troubleshooting and setting up mobile devices, such as tablets and cell phones.
Document processes, troubleshooting steps, and contributes to the knowledge base.
Perform other related duties as required.