IT Support Representative - Salt Lake City, United States - Salt Lake City

    Salt Lake City
    Salt Lake City Salt Lake City, United States

    2 weeks ago

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    Description

    Position Title:

    IT Support Representative

    Job Description:

    Reporting to the IMS leadership, incumbent performs first-level support to all City employees and departments. Responsible for answering calls, solving basic issues, and routing more complex issues to the appropriate individuals or groups. Works within the group and with other IMS teams to provide best-in-class customer service to our business partners. This is a part-time, entry-level type position which requires some understanding of hardware and software terminology and operation. A high level of troubleshooting skill and learning ability is essential to be successful in this position.

    TYPICAL DUTIES:

  • Answers inquiries via various support channels and enters customer information into ServiceNOW and other information databases.
  • When applicable, handles simple account tasks such as resetting passwords, unlocking accounts, increasing user disk space allotments and other basic support tasks.
  • Escalates more advanced customer issues to the appropriate escalation queue as instructed.
  • May perform other duties as assigned.

    • MINIMUM QUALIFICATIONS:

  • High school graduation or equivalent. Previous work experience in a customer service-related field such as sales, billing, call center, etc. is preferred.
  • Fundamental understanding of computer hardware and software, including Microsoft Office, Windows and Macintosh operating systems, and mobile devices. A solid understanding of basic IT terminology is strongly preferred.
  • Ability to communicate effectively, both orally and in writing.
  • Good organizational and analytical skills.
  • Ability to relate well to City employees under varying circumstances. Must be able to function effectively under stressful situations, prioritize tasks and make sound decisions in accordance with policies and procedures.
  • Must be able to learn and implement divisional policies and procedures and to follow instructions.
  • Ability to travel from one work site to another.

    • WORKING CONDITIONS:

  • Moderate physical effort, comfortable working conditions, and handling of light weights. Intermittent sitting, standing, and walking may be required. Subject to extended exposure to computer visual display terminals.

    • The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.

    All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

    POSITION TYPE

    Part-Time

    POSITION SALARY RANGE

    $ 24/hr

    DEPARTMENT

    Information Management Systems

    Full Time/Part Time:

    Part time

    Scheduled Hours:

    20