Information Technology Senior Service Desk Agent

: Job ID 81994 Location Southwest Full/Part Time Full-Time Exempt from Classified Service No Minimum Rate 48183.11 Min Pay Frequency Yearly Maximum Rate 85307.69 Max Pay Frequency Yearly Regular/Temporary Regular

Minimum Qualifications

Completion of 60 semester credits to include 15 semester credits in a computer related field are required; OR completion of a vocational or trade school program in the installation, maintenance or repair of personal computers and/or related equipment and one year of experience in the installation, maintenance, and/or repair of personal computers and related equipment; OR high school diploma or GED and two year of experience in the installation, maintenance or repair of personal computers and/or related equipment are required

Recruitment Notes

The Information Technology Department is currently seeking an IT Senior Service Desk Agent for the Miami-Dade County IT Service Center whose primary responsibility is end-user support and customer service in a collaborative environment interacting with other IT Service Agents and ITD Operations Staff. The IT Service Center Agent is the first point of contact for Miami-Dade County employees and external agencies who call the Information Technology Department's IT Service Center. This position involves the intake, troubleshooting and resolution of Information Technology problems and requests and will require CJIS Certification for access to secure network. IT Service Center Agents utilize a knowledge base tool along with their expertise to resolve Tier 1 & 2 requests in a timely fashion. Agents escalate unresolved problems/requests to the proper Tier 3 support team. The IT Service Center is operational Monday - Friday, 8am- 5pm.

Job components include the following:

• Ability to learn fundamental operations of commonly used software, hardware and other equipment.
• Ability to handle large call volume from customers with varying IT skill levels; remain productive during slow times, be able to multitask during busy times, and demonstrate patience and professionalism during stressful situations.
• Ability to troubleshoot and perform initial evaluation of end-user incidents and effectively provide technical support over the phone for commonly used software, hardware and other equipment.
• Participate in standups during emergency situations and communicate with other IT Service Agents.
• Respond to ticket status inquiries and monitor display screens for outages and scheduled IT changes that may cause service disruptions/impacts to end-users.
• Serve as a point of escalation for Tier 1 by providing advance troubleshooting of computer issues.
• Initiating the Triage Bridge after identification of critical issues or outages.
• Onsite collaboration with ITD cross-functional SMEs in order to increase first contact resolution for more advanced IT incidents.
• Adhere to IT Service Center Standard Operating Procedures and accurately log all Service Center tickets using the IT Service Management software.
• Multifactor authentication, managing Active Directory account properties/groups and
• Experience in troubleshooting virtual sessions and virtualized application issues is preferred.