What are the responsibilities and job description for the IT Service Desk Coordinator position at City of Fort Lauderdale?
Position Summary
This job classification is included within the bargaining unit represented by Teamsters Local Union 769 and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769. In accordance with Article 24 of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769, for posting purposes this open-competitive job posting shall be considered as a simultaneous internal and external posting (it is open to both internal City employees and external applicants).
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.
Minimum Job Requirements:
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.
The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance.
Click here for an overview of employment information including our benefits package.
Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan! Under the U.S. Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale. Click here for more information or to see if you qualify.
In addition to the competitive benefits package and salary, the City of Fort Lauderdale participates in the Florida Retirement System (FRS) which offers an investment option and a pension option and requires a 3% contribution from employees. All new City of Fort Lauderdale employees are automatically enrolled in FRS. Click here to view additional information on the Florida Retirement System.
01
Are you currently a Full-Time Regular employee working for the City of Fort Lauderdale government agency?
Are you a current employee of the City of Fort Lauderdale in a position covered under Teamsters Local Union 769? Check "no" if not applicable.
What is the highest level of education you have received from an accredited college or university in Information Technology or a related field?
How many years of work experience in troubleshooting computer and technical support issues (in person and remote) do you have? Information must be verifiable on your application/resume.
An in-depth pre-employment background check will be conducted as part of the onboarding process as this position is deemed security sensitive. Are you willing and able to meet this requirement?
Do you possess any of the following certifications? Please check all that apply.
Do you possess prior contact center experience?
Do you possess a working knowledge of ITIL?
Do you currently possess CJIS certification
Do you have experience supporting and repairing IT technologies for a Help Desk? If so, briefly explain tasks performed and how many years you worked in this capacity.
11
Describe your knowledge and experience installing, configuring and maintaining computers and software in a network environment.
12
Do you have experience using a work order system to manage and respond to all aspects of end-user support? If so, briefly describe the functions you performed within the application.
13
Indicate your level of experience providing technical support for the Microsoft Windows 10 operating system(s) in a business environment:
Indicate Your Level Of Experience With Performing End-user Support Of Microsoft Office (e.g. Outlook, Word, Excel, PowerPoint) In a Business Environment
Indicate your level of experience with administering user permissions and security in an Active Directory domain environment:
Please describe your experience, if any, with remote connectivity tools. List the products you have worked with, and provide an example of a task you have performed on a regular basis using such tools.
17
Describe a technical problem you had to troubleshoot, analyze, research, isolate and resolve. Why was it challenging?
18
What is your definition of excellent customer service? Using your current or most recent position, please give an example of steps you have implemented to improve customer service or address a customer service issue.
19
Please describe your role in managing equipment inventory. How did you ensure it was appropriately managed?
20
This is an entry level IT position. Briefly describe why you are interested in this position and how it fits into your short-term and long-term career goals.
21
Describe your multi-tasking skills and ability to respond to a high volume of requests for IT assistance.
This job classification is included within the bargaining unit represented by Teamsters Local Union 769 and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769. In accordance with Article 24 of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769, for posting purposes this open-competitive job posting shall be considered as a simultaneous internal and external posting (it is open to both internal City employees and external applicants).
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
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.
- 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
- 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.
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.
The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance.
Click here for an overview of employment information including our benefits package.
Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan! Under the U.S. Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale. Click here for more information or to see if you qualify.
In addition to the competitive benefits package and salary, the City of Fort Lauderdale participates in the Florida Retirement System (FRS) which offers an investment option and a pension option and requires a 3% contribution from employees. All new City of Fort Lauderdale employees are automatically enrolled in FRS. Click here to view additional information on the Florida Retirement System.
01
Are you currently a Full-Time Regular employee working for the City of Fort Lauderdale government agency?
- Yes
- No
Are you a current employee of the City of Fort Lauderdale in a position covered under Teamsters Local Union 769? Check "no" if not applicable.
- Yes
- No
What is the highest level of education you have received from an accredited college or university in Information Technology or a related field?
- No college level education, or education is in an unrelated field
- Completed 1 year of accredited college or university coursework in a related field
- Associates Degree
- Bachelors Degree
- Masters Degree
How many years of work experience in troubleshooting computer and technical support issues (in person and remote) do you have? Information must be verifiable on your application/resume.
- No experience
- Less than 1 year
- 1 year
- 2 years
- 3 years
- 4 years
- 5 or more years
An in-depth pre-employment background check will be conducted as part of the onboarding process as this position is deemed security sensitive. Are you willing and able to meet this requirement?
- Yes
- No
Do you possess any of the following certifications? Please check all that apply.
- CompTIA, A
- Network
- Security
- none of the above
Do you possess prior contact center experience?
- Yes
- No
Do you possess a working knowledge of ITIL?
- Yes
- No
Do you currently possess CJIS certification
- Yes
- No
Do you have experience supporting and repairing IT technologies for a Help Desk? If so, briefly explain tasks performed and how many years you worked in this capacity.
11
Describe your knowledge and experience installing, configuring and maintaining computers and software in a network environment.
12
Do you have experience using a work order system to manage and respond to all aspects of end-user support? If so, briefly describe the functions you performed within the application.
13
Indicate your level of experience providing technical support for the Microsoft Windows 10 operating system(s) in a business environment:
- No experience
- Some experience (e.g. taken courses, but no work related experience)
- Experience (e.g. hands-on work related experience)
- Professional proficiency (e.g. able to perform all aspects of installation, configuration, support, etc., with little or no assistance)
Indicate Your Level Of Experience With Performing End-user Support Of Microsoft Office (e.g. Outlook, Word, Excel, PowerPoint) In a Business Environment
- No experience
- Some experience (e.g. taken courses, but no work related experience)
- Experience (e.g. hands-on work related experience)
- Professional proficiency (e.g. able to perform all aspects of installation, configuration, support, etc., with little or no assistance)
Indicate your level of experience with administering user permissions and security in an Active Directory domain environment:
- No experience
- Some experience (e.g. taken courses, but no work related experience)
- Experience (e.g. hands-on work related experience)
- Professional proficiency (e.g. able to perform all aspects of installation, configuration, support, etc., with little or no assistance)
Please describe your experience, if any, with remote connectivity tools. List the products you have worked with, and provide an example of a task you have performed on a regular basis using such tools.
17
Describe a technical problem you had to troubleshoot, analyze, research, isolate and resolve. Why was it challenging?
18
What is your definition of excellent customer service? Using your current or most recent position, please give an example of steps you have implemented to improve customer service or address a customer service issue.
19
Please describe your role in managing equipment inventory. How did you ensure it was appropriately managed?
20
This is an entry level IT position. Briefly describe why you are interested in this position and how it fits into your short-term and long-term career goals.
21
Describe your multi-tasking skills and ability to respond to a high volume of requests for IT assistance.
- Required Question
