&34; As-Needed&34; Service Desk Administrator

Job Description
Appointment Type:
This is a Category 16, Temporary Exempt (TEX), as-needed position not to exceed six (6) months or 1,040 hours in a fiscal year.This position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the Appointing Officer.
Position Description:
Under general direction, the Service Desk Administrator will provide first-level desktop, software, and application support to customers. Additional essential functions include:
answer phones, generate tickets and resolve, monitor, track, and refer problems and requests to the proper group, Department, or support vendors;
escalate problems as necessary to ensure resolution;
follow-up on open trouble tickets and request for final resolution;
keep customers informedand updated on the status of problems and requests;
define and document Service Desk solutions, processes, and procedures;
inform management and clients of severe problems;
work with local site engineers and desktop administrators to resolve problems and implement service requests;
perform end-user and application administration support duties;
provide prompt, professional, courteous and outstanding customer service on a daily basis to all customers;
and perform related duties as assigned.
Nature of Work:
Candidate must be responsive and flexible with assigned tasks and able to work as part of a diverse team in a fast-paced environment.The 9-1-1 dispatch center and Service Desk operates 24 hours a day, 7 days per week.This is an as-needed position with irregular and limited hours;
the position will require the ability to work evenings, nights, weekends, and holidays typically with very little notice when needed to work a shift.