IT Service Desk Representative

• Monitor system message queue; escalating issues to the appropriate teams and/or personnel
• Execute backup tasks as required, including coordination of backup tape library transit maintaining accurate documentation and record keeping
• Run reports and jobs, performing tasks listed on operations run sheets
• Verify accuracy of output produced
• Monitor automated system processes to ensure successful completion
• Assist users by resetting passwords on authorized systems
• Receive and act on Computer Access Authorization Request forms (CAAAR forms), creating, amending and deleting accounts, account access and distributing tasks as necessary
• Act as the first contact in troubleshooting user issues, gathering information, analyzing reported issues and, if possible, resolving the issues, or escalating the incidents to the correct resource

:

• Log and track calls and incidents according to IT standards using the work order tracking system, and maintains accurate records and documentation of the reported issues and steps taken to remedy them
• Maintains current knowledge of the systems being supported
• Documents key data into the work order system to ensure that escalated incidents have as much relevant information possible to facilitate problem resolution and to follow up with the customer to ensure their satisfaction
• Responsible for email communications regarding initial incident assignments
• Assists in development and maintenance of Help Desk procedures, reference materials, and documentation
• Possess a broad knowledge of computer hardware including desktop computers, thin clients, printers, peripherals, and computer networking
• Maintains proficiency with equipment in the organization’s hardware environment
• Must possess knowledge of organization’s software environment including, but not limited to, Microsoft Office products, other enterprise applications and possess the ability to learn at an advanced level
• Possess knowledge of the applications used in jobs and reporting done for operations run sheets, with an understanding of processes necessary to complete these steps successfully, or the ability to learn this at an advanced level
• Develops and maintains expertise of software applications through training, documentation review and hands-on experience
• Receives, evaluates, and prioritizes incoming service requests related to problems with hardware, software, networking and other computer-related technologies
• Assists users by answering questions regarding common applications used in the City’s enterprise computing environment
• Interviews customers to collect accurate and adequate information regarding reported problem and directs customers through diagnostic procedures to determine possible source(s) of the problem(s)
• Handles problem recognition, research, isolation of potential causes, resolution, and follow-up
• Based on customer information, makes an initial determination as to whether issue is a result of hardware, software, or customer problems
• Research documentation and tickets to determine if the issue is a known issue and how to resolve before escalating the problem
• Provides a resolution to the customer’s reported problem or assigns the problem to the appropriate support team and escalates it according to need. Upon determination of necessity to escalate, takes quick and decisive action(s) to determine to if the receiving team for the incident should be immediately notified in order to provide the best service to the customer
• Provides first-response issue resolutions to customers per IT standards
• Works closely with other IT staff to determine appropriate action regarding training, repetitive equipment or software problems, and customer service issues, making recommendations on how best to resolve and prevent recurring service incidents, To perform the job successfully, an individual should demonstrate the following competencies. All employees are held to these Core Competencies:
• Competently applies functional and technical knowledge and skills to do the job at a high level of accomplishment.
• Performs responsibilities with integrity and ethically, keeps commitments, and upholds organizational values.
• Keeps confidences, admits mistakes, and presents the truth in an appropriate and supportive manner.
• Makes sound decisions on difficult issues; exhibits a willingness to make decisions, supports and explains reasons for decisions, and includes the appropriate people in the decision-making process.
• Consistently produces thorough, timely and accurate work and takes initiative to seek out improvements for the sake of quality without being told.
• Monitors own work in order to maintain a high level of quality while meeting productivity standards.
• Consistently practices and promotes safety as part of performing the job.
• Completes work in a timely manner and continually strives to increase productivity.
• Produces work and services that consistently meet or exceed the standards and expectations of internal and external customers.

Incumbent is expected to stay abreast of current technological methods and have knowledge, skills & abilities including, but not limited to the following areas:

• Ability to respond to user calls with analytical questions to accurately identify and diagnose customer concerns and to resolve those concerns within the scope of delegated authority using judgment and reasoning abilities, or to escalate to the appropriate personnel
• Effective and professional oral and written communication skills
• Excellent customer service and professional interpersonal communication skills, including the ability to cope with dissatisfied customers and tactfully ensure adequate information is obtained from customer interactions
• Ability to adapt to and learn new technologies and changes in technical environment
• Ability to read, understand and operate from technical documentation
• Ability to work well with others and within a team

Pulled from the full job description

• Health insurance
• Dental insurance