Service Desk Specialist

City of Deerfield Beach is hiring an onsite Service Desk Specialist to serve as the first point of contact for technical assistance and help resolve end user issues.

Responsibilities

• Receive customer calls and/or emails; use service desk software to enter, prioritize, and track issue status through final resolution.
• Support application users in line with approved policies and procedures.
• Escalate problems to technical staff or the Manager when required.
• Work with technical support staff to maintain and manage a knowledge base of known and resolved issues.
• Perform tier 1 desktop-level fixes, including installing and upgrading software.
• Maintain and configure the Service Desk application, including IT Service catalog and Skill Routing policies.
• Use Internet/Intranet updates, drivers, knowledge bases, and FAQ resources to support problem resolution.
• Analyze service desk data and create reports and metrics as needed.
• Contact vendors, manufacturers, and support lines for IT purchase support, customer support, and RMA (return merchandise authorization) items.
• Assist with inventory and monitoring of software licenses.
• Participate in meetings, conference calls, and video conferences as needed, including support for physical/virtual meetings.
• Perform other duties and responsibilities as assigned (at any time with or without notice).

Requirements

• Associate’s Degree in Computer Science or closely related field.
• Four (4) years of related computing experience, or an equivalent combination of education, training, and experience.
• Valid Florida driver’s license with an acceptable driving history; must maintain it.

Preferred Education and Experience

• Experience with BoSSDesk Solutions.
• Certifications related to Service Desk / IT, including ITIL.

Technologies

• Service desk software
• Service Desk application
• IT Service catalog
• Skill Routing policies
• Windows 10 (or higher) Operating system
• Office365 suite
• Internet/Intranet

Knowledge, Skills, and Abilities

• Basic computer hardware knowledge, including desktops, printers, and peripheral devices.
• Desktop configuration knowledge, including Windows 10 (or higher) and the Office365 suite.
• Ability to use reference and online resources to resolve application problems.
• Skill in communicating technical information verbally and in writing to non-technical users.
• Ability to work collaboratively and maintain effective working relationships.
• Ability to compile, organize, interpret, and analyze data to solve application problems.
• Ability to interpret and evaluate system issues from a user perspective.
• Ability to troubleshoot systematically and implement corrective action as needed.
• Ability to interact effectively and maintain relationships with the general public, City officials, vendors, and other City employees.

Physical Demands

• Sedentary work with some walking or standing.
• Exerting up to 50 pounds of force on a regular and recurring basis, or sustained keyboard operations.

Work Environment

• Routine and frequent exposure to bright/dim light; dusts and pollen.
• Routine and frequent exposure to extreme heat and/or cold; wet or humid conditions.
• Routine and frequent exposure to extreme noise levels; animals/wildlife.
• Routine and frequent exposure to vibration; fumes and/or noxious odors.
• Routine and frequent exposure to traffic; moving machinery.
• Routine and frequent exposure to electrical shock; heights.

Work Hours

• Monday to Friday, 8am to 5pm.
• May be required to work nights, weekends, and holidays to meet business needs.

Benefits

• Holiday leave: 12 days observed by all City employees as holidays plus 1 personal leave day.
• Vacation leave accrual starting at the first full month of employment.
• Sick leave accrual starting at the first full month of employment.
• Defined contribution retirement plan under Section 401(a): City contributes 8% of your salary; employee contributes 4%.
• 5-year vesting schedule: 20% in 1 year, 40% in 2 years, 60% in 3 years, 80% in 4 years, 100% upon completion of 5 years.
• 457 Deferred Compensation Plan with voluntary contributions up to the annual IRS limit.
• Educational Reimbursement Program: reimbursement up to $5,250.00 per tax (calendar) year.
• Annual evaluations eligible for merit increases up to 3% under the City’s pay for performance policy.
• Discount programs (e.g., Tickets at Work, Government Car Rental, Tri-Rail EDP Discount).
• Wellness Program with points toward offsetting the cost of medical premiums.
• Group insurance benefits (refer to the Employee Benefits Highlights Booklet for a general summary).

Safety and Compliance

• Comply with established policies, procedures, and safe work practices.
• Follow safety training and instructions provided by your supervisor.
• Properly wear and maintain personal protective equipment required for the job.
• Immediately report unsafe work practices or conditions, and report on-the-job injury or illnesses.

Emergency Management Responsibilities

• During emergency conditions, all City employees are considered emergency service workers.
• Employees may be called to work during disasters (such as hurricanes) or other emergency situations and are expected to perform assigned emergency service duties.

ADA Compliance

• The City of Deerfield Beach is an Equal Opportunity Employer.
• ADA requires the City to provide reasonable accommodations to qualified persons with disabilities.
• Prospective and current employees are encouraged to discuss ADA accommodations with management.

Location: Deerfield Beach, FL (onsite). Salary: USD 22 - 29 per hour. Experience: 4 years minimum. Education: Associate’s Degree in Computer Science or closely related field.