IT Service Desk Representative

What a day of an IT Service Desk Representative looks like:

• 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.

We’d love to hear from you if you have the following:

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, but not a must:

Licenses, Registration, Certifications, or Special Requirements:

• Microsoft Office Specialist (MOS) certification

• Reach and grasp objects. - Occasionally
• Stoop, bend, kneel, crouch, or crawl. - Occasionally
• Repetitive movement of wrists, hands, fingers. - Hourly
• Sit for extended periods of time. - Daily
• Use of video display terminal. - Hourly
• Receive and understand information through oral and written communication. - Daily
• Proofread and check documents for accuracy. - Daily
• Work a fluctuating work schedule. - Occasionally
• Communicate information verbally. - Daily
• Communicate information in writing. - Daily

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.

The minimum base pay for this position starts at $16.51 per hour; however, the offer may vary based on the candidate’s education and experience.

Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority. Certain service members 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.

• Culture: Be part of an inclusive, Panther First environment where every role has a purpose, and employees have a sense of belonging.

• Education Benefits: Tuition fee waiver at PBSC, tuition reimbursement, degree recognition award, educational leave, and more. Public Service Loan Forgiveness institution.

• Health and Wellness: Medical, dental, vision, disability, life insurance, parental leave, and more.

• Generous Time Off: Vacation, sick leave, holidays, and spring and winter breaks offering additional paid time off.

• Panther Perks: Potential remote or hybrid opportunities, wellness programs, and apps related to stress management, nutrition, meditation, and more.

• Professional Development: Leadership programs, professional learning workshops, and more.

• Retirement Investments: State retirement plan options and voluntary 403(b) and 457 plans.

Please review the following information 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 passing a drug test and completing a criminal background investigation.

• An essential 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.

• The College conducts its employment activity within the State of Florida except for occasional brief and temporary pre-approved periods related to college travel.