Job Information
City of College Station IT Service Desk Representative Intern/PTNB in College Station, Texas
IT Service Desk Representative Intern/PTNB
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IT Service Desk Representative Intern/PTNB
Salary
$15.34 Hourly
Location
College Station, TX
Job Type
Part Time (Non-Benefitted)
Job Number
2402188
Department
IT Department
Opening Date
04/25/2024
Description
Benefits
Questions
Description
Under general supervision, ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give both over-the-phone and hands-on help at the desktop level.
This is a part-time internship opportunity designed to provide experiential learning in the technical, organizational and practical work in the field of technology support services. Individuals will provide help desk level customer service and resolve end user requests. Problem resolution may involve the use of diagnostics and help requests tracking tools, as well as require hands-on desktop assistance.
Principal Duties
Field incoming service desk incidents and requests, and provide courteous and timely initial support and assistance to end users in compliance with organizational service level agreements. Document pertinent end user identification information and perform post-resolution follow-ups to ensure resolution and end-user satisfaction.
Perform first level incident and request response and resolution for all IT services by utilizing technical knowledge of operating systems, equipment, application packages, and diagnostic troubleshooting utilities. Record, track, and document the service desk request and incident process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Refer more difficult incidents or non-routine requests to the appropriately experienced technician or Technology Services Specialist (when required).
Prioritize, schedule and escalate problems, evaluate documented resolutions, test fixes to ensure problem has been adequately resolved, analyze trends for ways to prevent future problems and alert management to emerging trends in incidents.
Identify and learn appropriate software and hardware used and supported by the organization, to include accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Create and manage knowledge documents for commonly repeated incidents and requests for internal IT personnel, as well as for end users.
Perform a variety of service desk related tasks, to include but not limited to, assisting in software releases and roll-outs according to change management best practices.
Perform other related duties as assigned and/or required.
Qualifications
Required:
High School Diploma or GED equivalent; and current enrollment as an undergraduate student in the field of Computer Science, MIS, BCIS or related field
Texas Driver's License. Ability to attend work regularly and learn new technical skills quickly and efficiently. Knowledge of advanced computer hardware including desktops, laptops, portable computing devices, network printers, scanners, and tablets
Knowledge of operating systems, including Microsoft Windows 7 and higher.
Supportable knowledge of the Microsoft Office Suite, Adobe Reader, and Internet Explorer Web Browser. Strong written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. Strong documentation skills. Ability to conduct research into a wide range of computing issues. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly and technical language.
Highly self-motivated and directed. Keen attention to detail and proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Ability to perform essential duties in an environment that entails sitting for extended periods of time, operating keyboards and other computer components, and lifting and transporting moderately heavy objects such as computers and peripherals.
Preferred:
ITIL Foundations Certification and experience in a Service Desk environment. Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes. Experience with operating systems, including Microsoft Windows 7 and higher, iOS and Android.
Supplemental Information
SPECIAL REQUIREMENTS:
Additional Criminal Background Screening Required: In addition to the standard pre-employment criminal background check, individuals receiving a conditional offer for this position shall be subject to a finger-print based background screening due to the required access to secured buildings and/or secure data systems.
Position posted until filled or closing date.
This position is not benefit eligible.
01
Do you have a High School diploma or GED equivalent?
Yes
No
02
Do you possess a valid Texas driver's license?
Yes
No
03
Please describe the level of experience you have with the following advanced computer hardware; desktops, laptops, portable computing devices, network printers, scanners, and tablets.
04
Do you have experience working in an ITIL-driven environment and possess working knowledge of ITIL principles and processes? If so, please explain.
05
How would you rate your oral/written communication skills and ability to communicate with end-users?
06
Please highlight your knowledge and experience that would directly relate to your success in performing the essential duties of this position.
Required Question
Agency
City of College Station
Address
1101 Texas Avenue
College Station, Texas, 77840
Phone
979-764-3517
Website
http://csjobs.cstx.gov
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