What are the responsibilities and job description for the IT Service Desk Coordinator position at City of Fort Lauderdale, FL?
Analyzes problems and provides in-person and remote technical assistance, support, and advice to end users for software, hardware, mobile devices, phones, etc.
This position will remain open until a sufficient number of qualified applications have been received.
ESSENTIAL JOB FUNCTIONS
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.
- 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
JOB REQUIREMENTS & WORK ENVIRONMENT
Minimum Job 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.
Preferred Qualifications:
- 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
- CJIS certification
Special Requirements:
- 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.
PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:
The position involves light physical demands, such as exerting up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
HOW TO APPLY/ VETERAN INFORMATION
Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The expected duration of the selection process varies by position.
The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation.
Veterans' preference per Florida law. If claiming Veteran's Preference, candidates must attach a DD214 Member 4 form, and the City of Fort Lauderdale's veteran's preference claim form (J-204) to the online application.
