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IT Service Desk Representative

Palm Beach State College
Lake Worth Campus

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Employment Type
Full Time
Institution Type
Four-Year Institution
Job DescriptionUnder direct supervision, responsible for ensuring an outstanding level of customer service by troubleshooting and resolving technical issues, responding to questions, routing and escalating requests, and providing tier 1 technical support to the college community including but not limited to students, faculty and staff. Must be able to work a fluctuating schedule, including nights, weekends, and holidays.

Minimum Base Pay: $15.78. All salary calculations start at the minimum salary and will be based on candidate's education and experience.

Duties and Responsibilities:

(This list is not exhaustive and may be supplemented as necessary)

  • Accurately identifies, classifies, diagnoses, logs, updates, resolves and tracks incidents and service requests and provides current information on College or departmental services and programs.

  • Maintains accurate customer information for future retrieval. Escalates a customer inquiry or problem to the next level of response as required.

  • Answers, screens, researches, informs, advises, records, processes, and follows up all customer requests efficiently and expeditiously using a variety of communication channels, following established procedures.

  • Acquires knowledge of other staff duties and serves as a backup as necessary.

  • Performs effective resolution of unscheduled or emergency assignments ensuring service continuity.

  • Identifies user requirements, evaluates alternatives, and makes recommendations for product selection. May apply to software, hardware, systems, and applications.

  • Relays essential information security advice and support.

  • Performs other job-related duties as assigned.

Required Minimum Qualifications:

Education and Experience:

  • High school diploma or GED with additional training related to the position

  • Some related experience

Knowledge of:

  • Microsoft Office Professional or similar applications

Skilled in:

  • Fact finding, analysis, and problem solving

  • Attention to detail while maintaining effective time and task management

Ability to:

  • Install and troubleshoot Microsoft Windows operating system

  • Interact in a positive manner with diverse populations and varying education levels of students, faculty, staff, and the public

  • Organize and prioritize multiple, competing priorities to maximize personal and team effectiveness

  • Express and present complex concepts and information in a manner easily understood by others

  • Effectively communicate verbally and in writing on a regular basis with internal and external customers, build relationships, manage customer expectations and take responsibility for a high level of service

Licenses, Registration, Certifications, or Special Requirements:

  • Regular physical attendance required

Preferred Qualifications:

Licenses, Registration, Certifications, or Special Requirements:

  • Microsoft Office Specialist (MOS) certification

Work Environment and Physical Demand:

  • Reach and grasp objects

  • Stoop, bend, kneel, crouch, or crawl

  • Use of video display terminal

  • Use of manual dexterity and fine motor skills

  • Communicate information orally and in writing

  • Receive and understand information through oral and written communication

  • Proofread and check documents for accuracy

  • Experience exposure to uncomfortable work environment due to extreme temperature, noise level, and other conditions

  • Work a fluctuating work schedule

This job description is intended to be generic in nature and describe the essential functions of the job. It is not an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position.

Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority. Certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in the employment by the state and its political subdivisions and are encouraged to apply for the positions being filled.

Initial Review Date: 2/15/24

Employment InformationPlease review the following information in order to apply for a position at Palm Beach State College:
  • Carefully review the minimum qualifications advertised for the available position as only applicants meeting the minimum requirements will be considered.
  • Background Check/ Drug Screen may be required based on the specific requirements of the position for which the application is being submitted. Employment is contingent upon the passing of a drug test and upon completion of a criminal background investigation.
  • An important goal of the Office of Human Resources is to respond to all applicants once a selection is made. Please take notice of the position closing date advertised. Whenever positions are filled, the Office of Human Resources responds to all applicants who have submitted applications.

Application Deadline

This position is open until filled

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