IT Service Desk Representative

Join Our Team!

At Palm Beach State College, you will discover a place where ideas come to life and the heartbeat of a county begins. By joining us, you will be exposed to professionals from across the U.S. and abroad who are the strivers, reinventors, explorers, and influencers 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. We seek creative individuals to help PBSC fulfill its mission of inspiring hope, advancing skills, and transforming lives.

About This Role

Under direct supervision, responsible for ensuring 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 but not limited to students, faculty and staff. 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.

What a Day of an Associate Dean Looks Like:

• 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.

We'd love to hear from you if you have the following:

• Education and experience: high school diploma or GED with additional training related to the position, some related experience.

• Knowledge of: Microsoft Office Professional or similar applications.

• Skilled in: fact finding, analysis, and problem solving, attention to detail while maintaining effective time and task management.

• Ability to: install and troubleshoot Microsoft Windows operating system, interact in a positive manner with diverse populations and varying education levels of students, faculty, staff, and the public, organize and prioritize multiple, competing 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, build relationships, manage customer expectations and take responsibility for a high level of service.

Licenses, Registration, Certifications, or Special Requirements: regular physical attendance required.

Preferred, but not a must:

• Microsoft Office Specialist (MOS) certification.

Work Environment and Physical Demand:

• 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 $16.06 per hour; however, the offer may vary based on the candidate's education and experience.

Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority. Certain servicemembers 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.

Wait, There Is More!

• Culture: Be part of an inclusive, Panther First environment where every role has a purpose, and employees have a sense of belonging.

• Education Benefits: Tuition fee waiver at PBSC, tuition reimbursement, degree recognition award, educational leave, and more. Public Service Loan Forgiveness institution.

• Health and Wellness: Medical, dental, vision, disability, life insurance, parental leave, and more.

• Generous Time Off: Vacation, sick leave, holidays, and spring and winter breaks offering additional paid time off.

• Panther Perks: Potential remote or hybrid opportunities, wellness programs, and apps related to stress management, nutrition, meditation, and more.

• Professional Development: Leadership programs, professional learning workshops, and more.

• Retirement Investments: State retirement plan options and voluntary 403(b) and 457 plans.

Ready To Apply? Here's Your Application Preparation!

Please review the following information to apply for a position at Palm Beach State College:

• Carefully review the minimum qualifications advertised for the available position, as only applicants meeting the minimum requirements will be considered.

• Background Check/ Drug Screen may be required based on the specific requirements of the position for which the application is being submitted. Employment is contingent upon passing a drug test and completing a criminal background investigation.

• An essential goal of the Office of Human Resources is to respond to all applicants once a selection is made. Please take notice of the position closing date advertised. Whenever positions are filled, the Office of Human Resources responds to all applicants who have submitted applications.

• The College conducts its employment activity within the State of Florida except for occasional brief and temporary pre-approved periods related to college travel.

Application Deadline: This position is open until filled.