IT Service Desk Coordinator

POSITION SUMMARY

This job classification is included within the bargaining unit represented by Teamsters Local Union 769 and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769. In accordance with Article 24 of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769, for posting purposes this open-competitive job posting shall be considered as a simultaneous internal and external posting (it is open to both internal City employees and external applicants).

Analyzes problems and provides in-person and remote technical assistance, support, and advice to end users for software, hardware, mobile devices, phones, etc.

This position will remain open until a sufficient number of qualified applications have been received.

ESSENTIAL JOB FUNCTIONS

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Provides front line assistance and information for software, hardware, mobile devices, desk phones, and identity management
• Answers a high volume of help desk calls for Service Requests and Incidents; creates and documents work orders in ticketing system
• Troubleshoots, analyzes and resolves support incidents, or escalates to other higher support tiers when necessary
• Advocates for customer needs and provides follow up to see problems through to resolution
• Supports user account profiles, network and software application passwords; performs additions, deletions or changes
• Maintains Active Directory users and groups
• Serves as liaison between City employees, customers and vendors
• Provides Walk-in support on mobile devices, laptops, password reset, and basic level customer needs
• Manages inventory and maintains equipment inventory records
• Performs related work as required

JOB REQUIREMENTS & WORK ENVIRONMENT

Minimum Job Requirements: Associate's Degree in Information Technology or a related field. One (1) or more year(s) of experience troubleshooting computer and technical support issues (in person and remote).Additional qualifying experience with certification (such as; CompTIA, A+, Network+, Security+) may substitute for the required education.
Preferred Qualifications: Prior contact center experience Excellent customer service and communication skills Excellent multi-tasking skills to respond to a high volume of contactsWorking knowledge of ITILCJIS certification
Special Requirements: An in-depth pre-employment background check will be conducted as part of the selection and onboarding process, as this position is deemed security sensitive.
As public servants, employees may be required to work immediately before, during, and/or after an emergency. All employees must be available and able to work assigned shifts as determined by their Department Heads.

PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:

The position involves light physical demands, such as exerting up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

HOW TO APPLY/ VETERAN INFORMATION

Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The expected duration of the selection process varies by position.

The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation.

Veterans' preference per Florida law. If claiming Veteran's Preference, candidates must attach a DD214 Member 4 form, and the City of Fort Lauderdale's veteran's preference claim form (J-204) to the online application.



The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance.

Click here for an overview of employment information including our benefits package.

Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan!Under the U.S. Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale. Click here for more information or to see if you qualify.

In addition to the competitive benefits package and salary, the City of Fort Lauderdale participates in the Florida Retirement System (FRS) which offers an investment option and a pension option and requires a 3% contribution from employees. All new City of Fort Lauderdale employees are automatically enrolled in FRS. Click here to view additional information on the Florida Retirement System.

Closing Date/Time: 2/5/2025 11:59 PM Eastern

• 

• City of Fort Lauderdale

• (954) 828-5300

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