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• Please Note: This is an On-site with Current hours of operation as 7:30 am – 5:30 pm, Monday – Friday, except City holidays. The Service Desk also provides support on behalf of IT for the time period during and immediately following City-declared emergency operations.
The Candidate Must have, or obtain, a current and valid Virginia or North Carolina driver’s license in accordance with Virginia or North Carolina DMV driver’s license eligibility requirements .
About the Position:
• Provide an advanced level of technical support through first-level resolution of reported incidents and service requests based on specific technical expertise.
• Serve as a member of the IT Service Desk and assist subordinate Specialists and other technical support groups in resolving client calls, incidents, and service tickets as assigned within targeted service level objectives.
• Elevate complex and/or high priority incidents and service requests to the appropriate support groups for resolution.
• Maintain the technical information databases (knowledge base) used by the Service Desk.
• Develop and deliver technical training to the Service Desk staff and, when appropriate, to designated client groups.
• Manage specific individual projects as assigned; may also be periodically assigned to work as a resource on a IT-managed Project Team and/or to serve as a subject matter expert for IT-managed Projects.
• May be assigned as a supervisor to subordinate staff according to technical specialty; may perform the functions of the Service Desk Manger or designee when required.
• Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs.
Performance Standards
• Monitor and confirm accuracy of solutions provided to complex technical incidents and service requests assigned to the Service Desk.
• Utilize analytical and problem solving skills in the areas of research, analysis and recommendations for workarounds for technical issues.
• Provide exceptional communication skills demonstrated through clear written and verbal support to clients, interpreting a variety of instructions, professional speaking voice on the phone, effectively delivering clear messages, and writing professional documents in all types of correspondence (e.g. memorandum, e-mail, instant messaging, letter, etc.) with communication of information to appropriate persons.
• Excellent reasoning ability demonstrated through effective interpersonal skills, prioritizing tasks in a fast-paced work environment, working effectively under pressure, setting personal deadlines, and utilizing effective time management skills.
• Performance capability in providing accurate call recording, analysis, assignment and/or routing to help restore service within the Service Desk’s targeted service level metrics.
• Adherence to timely elevation of complex and/or high priority service tickets to the appropriate support groups as required.
• Accuracy and timeliness of updates made to technical information databases (knowledge base) for Service Desk Specialists.
• Prepare and coordinate custom training sessions for Service Desk staff and client groups as required.
• Provide subject matter expertise, analysis and project management support for Service Desk operating projects and IT-managed projects.
• Review and analyze operational and management reports to ensure adherence to established performance metrics and to provide recommendations for continual process improvement.
Requirements
Minimum Qualifications
• Any combination of education and experience (above the high school level) equivalent to a minimum of four (4) years in fields utilizing the required knowledge, skills and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
• Must have, or obtain, a current and valid Virginia or North Carolina driver’s license in accordance with Virginia or North Carolina DMV driver’s license eligibility requirements.
Certifications Required:
Support Center and Desktop Support Staff
• HDI Support Center Certification
• ITIL Foundation (newest version)
Desktop Support Staff
• Exam MD-101 : Managing Modern Desktops
Preferred but not required
• Microsoft 365 Certified : Fundamentals
• Apple Certified IT Professional
• CompTIA A+
• CompTIA Net+
• CompTIA Sec+
Special Requirements
• All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies.
• Positions within this class have been designated as Alpha I positions requiring employees to work during inclement weather, regardless of the City’s operational status.
Skills-Abilities Required To Perform Satisfactorily
Knowledge
• Knowledge of industry best practices and standards for an IT Support Center Specialist
• Knowledge of call center technologies used within an IT Support Center/Service Desk.
• Knowledge of IT Support Center/Service Desk software and monitoring tools.
• Knowledge of industry standards and best practices for IT Service Management.
• Knowledge of IT Support Center/Service Desk operational policies, standards and procedures.
• Knowledge of departmental policies and procedures.
• Knowledge in one or more specific technical areas of expertise to include Communications, Networks, Platforms/OS, Accounts Management, Database Management Systems, Hardware and/or Applications
• Knowledge of reporting tools and database structured query language(s) used in advanced report writing.
Skills
• Skill in providing exceptional customer service.
• Skill in assisting users reporting service interruptions, outages or making service requests for IT applications, products and services.
• Skill in adhering to procedures related to call recording, classification, prioritization, and escalation.
• Skill in providing first-level troubleshooting and escalation support for incidents and service requests.
• Skill in resolving client calls, incidents, and service tickets using advanced analytical and problem-solving skills in a specific area of technical expertise.
• Skill in adhering to and training others in procedures related to a specific area of technical expertise.
• Skill in oral and written communications.
• Skill in providing technical support via multiple channels (phone, e-mail, instant messaging, web, and remote desktop).
• Skill in accurately documenting and maintaining technical solutions within a technical information database (knowledge base).
• Skill in managing and prioritizing work assignments in a fast-paced work environment.
• Skill in maintaining accurate, current information within a Service Desk Management System.
• Skill in opening and closing service calls within a Service Desk Management System.
• Skill in managing the work flow of subordinate staff.
• Skill in using reporting tools and database structured query language(s) for advanced report writing.
Abilities
• Ability to assist other Support Center Specialists in responding directly to client calls.
• Ability to provide rapid response to reports of service interruptions, outages and service requests received via multiple communications channels (telephone, e-mail, chat, instant messaging, and web).
• Ability to appropriately record required user and incident information in the Service Desk Management System.
• Ability to troubleshoot and monitor customer technical incidents in a remote support environment.
• Ability to help customers resolve technical incidents within a timely manner.
• Ability to document incidents, requests and resolutions within Service Desk Management System.
• Ability to analyze logs and spot common trends and underlying problems.
• Ability to determine the most effective manner to resolve the client’s reported incident.
• Ability to elevate complex and/or high priority incidents to the appropriate support groups for resolution.
• Ability to track the status of all open service tickets using the Service Desk Management System.
• Ability to verify that suggested solutions effectively resolve the users’ reported incidents.
• Ability to effectively communicate with customers via multiple communications channels.
• Ability to maintain effective working relationships with management, department, user and contracted personnel.
• Ability to receive, execute and effectively communicate complex oral and written instructions.
• Ability to perform application, hardware, software and connectivity troubleshooting within a Support Center (remote support) environment.
• Ability to independently resolve most assigned service tickets using available resources.
• Ability to manage and maintain routine and complex reports using approved reporting tool set.
• Ability to answer phones and provide phone support for extended periods of time.
• Ability to sit and/or work at a computer or office desk for extended periods of time.
• Ability to work varied hours in addition to normal work schedule.
Preferred Qualifications
Recent work experience within a Technical Call Center/Support Center/Help Desk in a job role equivalent to Support Center Specialist, Help Desk Analyst, Service Desk Technician, Help Desk Technician or Tier 1/ Level 1 Support.
