IT Service Desk Representative

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At Palm Beach State College, you will discover a place where ideas come to life and the heartbeat of a county begins. Joining us means working with professionals from across the U.S. and abroad who are 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.

Under direct supervision, you will ensure 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 students, faculty, and staff. You must be able to work a fluctuating schedule, including nights, weekends, and holidays. Weekly work schedule:
Monday – Thursday 10:30 am to 7:00 pm and Friday 8:30 am to 5:00 pm.

• 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 using a variety of communication channels and 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 (software, hardware, systems, and applications).
• Relays essential information security advice and support.
• Performs other job‑related duties as assigned.

• High school diploma or GED with additional training related to the position.
• Some related experience.
• Knowledge of Microsoft Office Professional or similar applications.
• Fact‑finding, analysis, and problem‑solving skills.
• Attention to detail while maintaining effective time and task management.
• Install and troubleshoot Microsoft Windows operating system.
• Interact positively with diverse populations and varying education levels of students, faculty, staff, and the public.
• Organize and prioritize multiple 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, building relationships, managing customer expectations, and taking responsibility for a high level of service.
• Regular physical attendance required.

• Microsoft Office Specialist (MOS) certification.

• Reach and grasp objects.
• Stoop, bend, kneel, crouch, or crawl.
• Use of video display terminal.
• Use of manual dexterity and fine motor skills.
• Communicate information orally and in writing.
• Receive and understand information through oral and written communication.
• Proofread and check documents for accuracy.
• Experience exposure to uncomfortable work environment due to extreme temperature, noise level, and other conditions.
• Work a fluctuating work schedule.

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 Hourly; 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.

This position is open until filled.