IT Service Desk Representative
Palm Beach State College is a community-focused institution dedicated to developing talent and transforming lives. The IT Service Desk Representative is responsible for providing tier 1 technical support, troubleshooting technical issues, and ensuring excellent customer service for students, faculty, and staff.
Responsibilities
- 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
Skills
- High school diploma or GED with additional training related to the position
- Some related experience
- Microsoft Office Professional or similar applications
- Fact finding, analysis, and problem solving skills
- Attention to detail while maintaining effective time and task management
- Ability to install and troubleshoot Microsoft Windows operating system
- Ability to interact in a positive manner with diverse populations and varying education levels of students, faculty, staff, and the public
- Ability to organize and prioritize multiple, competing priorities to maximize personal and team effectiveness
- Ability to express and present complex concepts and information in a manner easily understood by others
- Ability to 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
- Regular physical attendance required
- Microsoft Office Specialist (MOS) certification
Benefits
- Tuition fee waiver at PBSC
- Tuition reimbursement
- Degree recognition award
- Educational leave
- Medical
- Dental
- Vision
- Disability
- Life insurance
- Parental leave
- Vacation
- Sick leave
- Holidays
- Spring and winter breaks offering additional paid time off
- Potential remote or hybrid opportunities
- Wellness programs
- Apps related to stress management
- Nutrition
- Meditation
- Leadership programs
- Professional learning workshops
- State retirement plan options
- Voluntary 403(b) and 457 plans
Company Overview
Company H1B Sponsorship