IT Service Desk Representative

Palm Beach State College is a community-focused institution dedicated to developing talent and transforming lives. The IT Service Desk Representative is responsible for providing tier 1 technical support, troubleshooting technical issues, and ensuring excellent customer service for students, faculty, and staff. Responsibilities 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 Skills High school diploma or GED with additional training related to the position Some related experience Microsoft Office Professional or similar applications Fact finding, analysis, and problem solving skills Attention to detail while maintaining effective time and task management Ability to install and troubleshoot Microsoft Windows operating system Ability to interact in a positive manner with diverse populations and varying education levels of students, faculty, staff, and the public Ability to organize and prioritize multiple, competing priorities to maximize personal and team effectiveness Ability to express and present complex concepts and information in a manner easily understood by others Ability to effectively communicate verbally and in writing on a regular basis with internal and external customers, build relationships, manage customer expectations and take responsibility for a high level of service Regular physical attendance required Microsoft Office Specialist (MOS) certification Benefits Tuition fee waiver at PBSC Tuition reimbursement Degree recognition award Educational leave Medical Dental Vision Disability Life insurance Parental leave Vacation Sick leave Holidays Spring and winter breaks offering additional paid time off Potential remote or hybrid opportunities Wellness programs Apps related to stress management Nutrition Meditation Leadership programs Professional learning workshops State retirement plan options Voluntary 403(b) and 457 plans Company Overview Palm Beach State College is a school in Lake Worth. It was founded in 1933, and is headquartered in Lake Worth, Florida, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Palm Beach State College has a track record of offering H1B sponsorships, with 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.