IT Service Desk Representative

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IT Service Desk Representative

Salary

$34,840.00 - $52,249.60 Annually

Location

College Station, TX

Job Type

Full Time

Job Number

2502387

Department

IT Department

Opening Date

03/20/2025

Closing Date

4/25/2025 11:59 PM Central

Hiring Range

$16.75 - 18.43

• Description

• Benefits

• Questions

Description

Under general supervision, ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give both over-the-phone and hands-on help at the desktop level.

This is the entry level of the technical support classification in which the individual is providing help desk level customer service and resolving end user requests. Problem resolution may involve the use of diagnostics and help requests tracking tools, as well as require hands-on desktop assistance.

Principal Duties

• Field incoming service desk incidents and requests, and provide courteous and timely initial support and assistance to end users in compliance with organizational service level agreements. Document pertinent end user identification information and perform post-resolution follow-ups to ensure resolution and end-user satisfaction.

• Perform first level incident and request response and resolution for all IT services by utilizing technical knowledge of operating systems, equipment, application packages, and diagnostic troubleshooting utilities. Record, track, and document the service desk request and incident process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Refer more difficult incidents or non-routine requests to the appropriately experienced technician or Technology Services Specialist (when required).

• Prioritize, schedule and escalate problems, evaluate documented resolutions, test fixes to ensure problem has been adequately resolved, analyze trends for ways to prevent future problems and alert management to emerging trends in incidents.

• Identify and learn appropriate software and hardware used and supported by the organization, to include accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Create and manage knowledge documents for commonly repeated incidents and requests for internal IT personnel, as well as for end users.

• Assist the Lead Technology Services Specialist with the management of the Service Desk, including but not limited to training incoming interns, reviewing SLAs department wide, communicating with stakeholders on high-priority incidents and changes, and maintaining the Service Catalog for the end users.

• Perform a variety of service desk related tasks, to include but not limited to, assisting in software releases and roll-outs according to change management best practices.

• Perform other related duties as assigned and/or required.

Qualifications

Required: High School Diploma or GED equivalent and one (1) year of experience; or the equivalent combination of education and experience

Texas Driver’s License

Ability to attain ITIL Foundations Certification within twelve (12) months from date of hire

Knowledge of advanced computer hardware including desktops, laptops, portable computing devices, network printers, scanners, and tablets

Knowledge of operating systems, including Microsoft Windows 7 and higher

Supportable knowledge of the Microsoft Office Suite, Adobe Reader, and Internet Explorer Web Browser

Strong written and oral communication skills

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

Strong documentation skills

Ability to conduct research into a wide range of computing issues

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly, business-friendly and technical language

Highly self-motivated and directed

Keen attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Experience working in a team-oriented, collaborative environment

Ability to perform essential duties in an environment that entails sitting for extended periods of time, operating keyboards and other computer components, and lifting and transporting moderately heavy objects such as computers and peripherals.

Preferred: ITIL Foundations Certification

Two (2) years of experience in a Service Desk environment

Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes

Experience with operating systems, including Microsoft Windows 7 and higher, iOS and Android

Supplemental Information

SPECIAL REQUIREMENTS:

Additional Criminal Background Screening Required: In addition to the standard pre-employment criminal background check, individuals receiving a conditional offer for this position shall be subject to a finger-print based background screening due to the required access to secured buildings and/or secure data systems.

Position posted until filled or closing date.

We offer a comprehensive benefits package to include; Medical, Dental, Vision, Prescription Drug Coverage, Paid Holidays, Paid Vacation, Paid Sick Leave, Paid Parental Leave, TMRS-Retirement (2:1 matching), Deferred Compensation, Term Life AD&D, Dependent Life, Flex Benefits, an Employee Health Clinic & Educational Assistance. .

01

Do you have a High School diploma or GED equivalent?

• Yes

• No

  02

  Do you possess a valid Texas driver's license?

• Yes

• No

  03

  Please describe the level of experience you have with the following advanced computer hardware; desktops, laptops, portable computing devices, network printers, scanners, and tablets.

  04

  Do you have experience working in an ITIL-driven environment and possess working knowledge of ITIL principles and processes? If so, please explain.

  05

  How would you rate your oral/written communication skills?

• Basic

• Intermediate

• Advanced

• Excellent

  06

  Please highlight your knowledge and experience that would directly relate to your success in performing the essential duties of this position.

  Required Question

Employer

City of College Station

Address

1101 Texas Avenue

College Station, Texas, 77840

Phone

979-764-3517

Website

http://csjobs.cstx.gov

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