HELP DESK COORDINATOR

Description

The City of Fort Myers strives to be an employer of choice and most of our employees turn jobs into long term careers. The salary shown in the job description is the full range for this position from entry to later career.

NEW EMPLOYEES ARE HIRED AT, OR NEAR THE ENTRY POINT SHOWN, DEPENDING ON QUALIFICATIONS AND RELEVANT EXPERIENCE.

Under the general direction of the Network Manager, position is responsible for providing a single point of IT support coordination and is responsible for the end-to-end end-user IT support experience.

• Free city-paid employee health coverage, additional for spouse or family
• 3 weeks Paid Time Off (sick & vacation)
• 13 paid holidays
• Pension plan & optional Deferred Compensation
• City-paid life insurance
• Optional Vision, Dental, and Disability Insurance
• Tuition reimbursement
• On-site Gym facility
• And much more!

Duties/Responsibilities

• Serve as initial point of contact for ITS service requests
• Generate well documented service requests
• Manage prioritization of service requests
• Serve as subject matter expert – increase closure of “first call resolution”
• Assign service requests to IT team based on area of responsibility, skill, and availability
• Serve as an escalation point to ensure timeliness and quality of IT resolutions
• Oversee and coordinate helpdesk documentation
• Define and evolve IT processes to improve efficiency
• Drive standardization into IT support processes
• Maintain knowledge base of problems and resolutions
• Key resource to implementation IT service catalog offerings and defining associated workflows
• Identify recurring problems to assist in the development of user education and training programs
• Conduct user and service level satisfaction analysis. Recommend actions to improve.
• May be required to work in on-call status during assigned periods
• May require to drive a motor vehicle to accomplish assigned tasks.
• This position requires regular and reliable attendance and the employee’s physical presence at the workplace.
• Performs other duties as assigned.

• Knowledge of the use of word processing, spreadsheet, database and presentation software.
• Knowledge of Windows operating systems and iOS devices.
• Knowledge of system maintenance needs, and methods for diagnosing operating problems.
• Knowledge of PCs, printers, scanners, laptops and other peripherals.
• Skill in troubleshooting and analysis.
• Skill in customer service.
• Skill in time management and organization and prioritization.
• Ability to establish and maintain effective working relationships.
• Ability to perform under frequent deadlines and/or in response to emergencies.
• Ability to speak clearly and persuasively in positive or negative situations.
• Ability to exercise judgment and make decisions in accordance with established laws, regulations, ordinances, departmental policies and procedures.
• Ability to effectively operate necessary equipment, including but not limited to a personal computer, printer and standard office equipment.
• Ability to deliver information, explain procedures, and to follow oral and written instructions.

Minimum Requirements

Physical Demands and Working Conditions

• Pushing – use upper extremities to press against objects with force, or thrust forward, downward, outward.
• Reaching – extending hands or arms in any direction.
• Repetitive Motion – substantial movements of wrists, hands, fingers.
• Speaking – expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
• Standing – for sustained periods of time.
• Stooping – bending body downward, forward at waist, with full motion of lower extremities and back.
• Talking 1- expressing ideas by spoken word
• Talking 2 – shouting to be heard above ambient noise.
• Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
• Balancing – maintain equilibrium to prevent falling while walking, standing, or crouching.
• Climbing – ascending, descending ladders, stairs, ramps, requires body agility.
• Crawling – moving about on hands, knees, or hands, feet.
• Crouching – bending body forward by bending leg, spine.
• Feeling – perceiving attributes of objects by touch with skin, fingertips.
• Fingering – picking, pinching, typing, working with fingers rather than hand.
• Grasping – applying pressure to object with fingers, palm.
• Handling – picking, holding, or working with whole hand.
• Hearing 1 – perceiving sounds at normal speaking levels, receive information.
• Visual Acuity 2 - color, depth perception, field of vision.
• Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures.
• Visual Acuity 4 - operate motor vehicles/heavy equipment.
• Visual Acuity 5 -close acuity for inspection of small defects, machines, use measurement devices, or fabricate parts.
• Walking - on foot to accomplish tasks, long distances, or site to site.
• Hearing 2 – receive detailed information, make discrimination in sound.
• Kneeling – bending legs at knee to come to rest at knees.
• Lifting – raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
• Mental Acuity – ability to make rational decisions through sound logic, deductive reasoning.
• Pulling - use upper extremities to exert force, haul or tug.

• May be required to work hours other than the regular schedule including nights, weekends, and holidays.
• Contact with internal and external customers, vendors, outside agencies and the general public.

• Occasionally exposed to wet and/or humid conditions; extreme cold; extreme heat; and vibration. Risk of electrical shock