Service Desk Specialist

Job Description

Working at IRSC has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, IRSC offers a benefits package:

Wellness Wonders: Dive into a world of well-being with perks that nourish your body and soul. Health benefits that prioritize your fitness, mental health, and overall happiness await you with our employee only coverage paid by the college.

Retirement Radiance: Picture your future shining as bright as your career! Our retirement benefits are designed to turn your golden years into a sunlit oasis. With robust plans and strategic investments, we're planting the seeds for your retirement bliss.

Generous Time-Off Universe: Recharge and rejuvenate with ample vacation time, ensuring you return to work with newfound enthusiasm.

Career Launchpad: Propel your career forward with projects that are not just tasks but missions, shaping industries and driving change.

JOB SUMMARY:

Under minimal supervision, this position offers prompt support to end-users through the Service Desk. It provides assistance and training on IT products, services, and initiatives via phone, chat, email, and in-person. Responsibilities include offering consultative software and hardware systems support, technical assistance, general college operations, and training. The role requires excellent communication with internal customers, IT resources, external partners, consultants, and support teams. Additional duties involve implementing new IT initiatives college-wide, enforcing IT policies, collaborating with other technical support staff and student workers, maintaining documentation related to specialized procedures, applications, or system configurations, and maintaining accurate and timely inventory of hardware and software assets within the Service Desk.

SPECIFIC DUTIES AND RESPONSIBILITIES:

• Providing updates, status, and completion information weekly regarding all assigned incidents, requests, and projects;

• Producing relevant documentation surrounding operational processes and process improvement;

• Identifying ways to improve processes and procedures across the department continuously;

• Fostering an environment of collaboration and strong customer service culture;

• Installing, configuring, and maintaining client software;

• Maintaining all networked technology across the college;

• Supporting technology needs within instructional, office, and meeting spaces;

• Acting as a liaison between customers and technical escalation teams;

• Monitoring and updating the incidents list in the Service Desk;

• Providing IT and AV support for college events;

• Troubleshooting common technical issues with end users in person, over the phone, or in writing and

• Completing other duties and responsibilities as assigned.

QUALIFICATIONS, KNOWLEDGE AND SKILL REQUIREMENTS:

• Associate degree in Computer Science or a related area, OR equivalent experience recommended;

• The ideal candidate will have a high aptitude, positive attitude, and inquisitive nature,

• PC /Mac troubleshooting and support, Windows (10/11) experience required, (MacOS, and ChromeOS) a definite plus;

• Outstanding customer relation skills both on the telephone and face-to-face;

• The ability to work effectively with end-users, gain their confidence, understand their technical and operational needs, and translate them into viable technical solutions. Superior verbal and written skills;

• Ability to work in a team environment as well as with minimal supervision;

• Ability to establish and maintain effective working relationships with administrators, faculty, and staff;

• Excellent problem-solving, along with patience and a customer-friendly attitude;

• Ability to work with a diverse population and

• Valid Florida driver's license.

PHYSICAL DEMANDS:

This position requires the ability to sit, stand, walk, bend, lift, reach up, stoop, and occasionally carry items in excess of fifty (50) pounds. It also requires manual dexterity to operate standard office machines, such as a copier, fax, calculator, telephone, and other equipment as necessary. IRSC expects its employees to follow proper safety standards while employed by the College.

Classification

Staff

Supervisory

No

FLSA Exempt

No

Employment Type

Regular

Compensation and Application Deadline

Pay range starts at: $18.94/hour. All salary calculations start at the minimum salary and will be based on candidate's education and experience| Open until filled