What are the responsibilities and job description for the Service Desk Intern position at City of Deerfield Beach?
Serve as first point of contact for customers seeking technical assistance over the phone, email or service desk work order system. Include are receiving, prioritizing, documenting and actively resolving end user help requests and escalation when needed.
This class works under general supervision.
PREFERRED EDUCATION AND EXPERIENCE REQUIREMENTS:
PHYSICAL DEMANDS:
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
WORK ENVIRONMENT:
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
WORK HOURS
Monday – Friday 8am- 12pm or 1pm-5pm (May be required to work nights, weekends and holidays to meet the business needs of the City.)
ESSENTIAL SAFETY FUNCTIONS
It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.
Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed, and employees are properly trained.
EMERGENCY MANAGEMENT RESPONSIBILITIES
Note: During emergency conditions, all City employees are automatically considered emergency service workers. City employees are subject to being called to work in the event of a disaster, such as hurricane, or other emergency situations and are expected to perform emergency service duties as assigned.
The City of Deerfield Beach values the service veterans and their family members have given to our country and supports the hiring of returning service members and military spouses.
This class works under general supervision.
The essential functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:- Receive 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.
- Escalate problems (when required) to technical staff or Manager.
- Consults with technical support staff to maintain and manage knowledge base of known and resolved issues.
- Perform fixes at the desktop level, including installing and upgrading software.
- Access 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.
- Use of professional verbal and written communications to provide technical information to non-technical users.
- Assist with inventory and monitoring of software licenses.
- Other duties, responsibilities, and activities may change or be assigned at any time with or
- Recent Associate or Bachelor degree graduate in computing or current enrollment in a Bachelor’s degree program majoring in one of the S.T.E.M (Science, Technology, Engineering or Mathematics) areas or related fields.
PREFERRED EDUCATION AND EXPERIENCE REQUIREMENTS:
- Experience with BoSSDesk Solutions.
- Certifications related to Service Desk / IT “ITIL”
- 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.
- Diagnostic and analytical skills for software/application knowledge.
- Ability to multitask - Sense of urgency; maintain a positive attitude.
- Strong customer focus; service-oriented attitude.
- Excellent telephone presence with organized follow-up skills.
- Good analytical and strong problem-solving skills
PHYSICAL DEMANDS:
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
- Performs sedentary work that involves walking or standing some of the time and involves exerting up to 50 pounds of force on a regular and recurring basis or sustained keyboard operations.
WORK ENVIRONMENT:
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
- None.
WORK HOURS
Monday – Friday 8am- 12pm or 1pm-5pm (May be required to work nights, weekends and holidays to meet the business needs of the City.)
ESSENTIAL SAFETY FUNCTIONS
It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.
Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed, and employees are properly trained.
EMERGENCY MANAGEMENT RESPONSIBILITIES
Note: During emergency conditions, all City employees are automatically considered emergency service workers. City employees are subject to being called to work in the event of a disaster, such as hurricane, or other emergency situations and are expected to perform emergency service duties as assigned.
The City of Deerfield Beach values the service veterans and their family members have given to our country and supports the hiring of returning service members and military spouses.
Salary : $16
