Job Description

Posting number: 202600132

Department: OPERATIONS

Division: TECHNOLOGY

Job classification: TECHNOLOGY CUSTOMER SERVICE REPRESENTATIVE

Posting type: Open

Categories: IT and Computers

Why Join Us?
Are you passionate about customer service, technology, and problem solving? Are you an inherently curious individual? Join our team as a Technology Customer Service Representative and play a vital role in the City's success. This is your opportunity to:

• Make an Impact: Directly empower City employees to serve our community by keeping our systems running smoothly.
• Grow Your Skills: Gain hands-on technical experience, refine your troubleshooting abilities, and contribute to the evolution of our computing strategy.
• Collaborate: Work within an outstanding, supportive team that values problem-solving and innovation.
• Drive Change: Participate in exciting projects, including the implementation of our new ticketing system and a push towards best practices.

If you are curious, eager to learn, solve problems, and provide world-class support, we want to hear from you.

Under the general supervision of the City of St. George Technology Customer Support Manager, supports City-owned workstation and network equipment; provides hardware and software planning and evaluation; provides problem solving and training for end users; and ensures systems efficiency and integrity. This is an entry level position.

Examples of duties

(Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

1. Answer incoming phone calls into the City Help Desk.
2. Open, route, manage, and resolve tickets in the IT Service Management platform.
3. Provide technical assistance, support, and advice as needed to users when resolving computer related incidents through phone, e-mail, web, and in-person requests.
   • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, or other related technologies.
   • Independently identify, troubleshoot, document, and resolve user incidents.
   • Inform usersof progress and resolution.
   • Provide training to users.
   • Report updates, status, and completion as needed to other city employees.
4. Assist with the setup, installation, and configuration of new hardware and software systems.
5. Assist with the upgrade of existing mobile devices, hardware, operating system, and software.
6. Evaluate and recommend changes and proposals for upgrades to existing hardware and software systems.
7. Escalate problems to vendors, administrators, and engineering staff and remains engaged through resolution.
8. Assist with troubleshooting and setting up mobile devices, such as tablets and cell phones.
9. Document processes, troubleshooting steps, and contributes to the knowledge base.
10. Perform other related duties as required.

Typical Physical/Mental Demands/Working Conditions
May work alone or as a member of a troubleshooting team. Work is performed primarily indoors in a typical office environment with potential travel to other city locations. Uncomfortable conditions may include stooping, crouching, bending, etc. May be susceptible to eyestrain, back discomfort, and hand and wrist problems. Medium physical strength requirement: exerts up to 50 pounds of force occasionally and/or 25 pounds of force frequently. Exposure to stress as a result of human behavior and irregular working hours required to get equipment or programs set up or repaired under department time constraints.

Qualifications

Education: Windows or Apple OS and device certifications preferred.

Experience: Minimum of one (1) year customer service or computer support work experience required. May substitute on a year for year basis an equivalent combination of education and experience.

Licenses and/or Certifications: Possess a valid driver license. A valid Utah Driver License must be obtained within 60 days of hire and be maintained throughout employment.

Supplemental information

Knowledge of:

• Inner workings and technological developments of computers, laptops, tablets, mobile devices, printers, software, and related equipment.
• Emerging technologies.
• Wide variety of application programs.
• Federal copyright laws as they pertain to the use of computer software.
• The holistic nature of technology.
• Knowledge of Apple OS and hardware preferred.

Skills in:

• Customer service.
• Interpersonal, written, and verbal communication.
• Problem solving.

Ability to:

• Provide a value-add, world-class customer experience when working with city employees.
• Communicate effectively with city employees and technical staff, both orally and in writing.
• Quickly troubleshoot and resolve incidents in person or over the phone.
• Operate a variety of computer equipment, operating systems, and software.
• Explain technical material in layman’s terms.
• Establish and maintain effective working relations with elected officials, department heads, other employees, the public, and officials and employees of other jurisdictions.
• Participate with the team in developing ongoing strategies and best practices.