IT Service Desk Representative

Join our team! What We Offer At Palm Beach State College, you will discover a place where ideas come to life and the heartbeat of a county begins. By joining us, you will be exposed to professionals from across the U.S. and abroad who are the strivers, reinventors, explorers, and influencers dedicated to developing talent that fills the most needed workforce roles. As the Panthers, we embrace a community of belonging, caring, and connection for our students and employees. We seek creative individuals to help PBSC fulfill its mission of inspiring hope, advancing skills, and transforming lives. About this role Under 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. 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…