IT Service Desk Coordinator

Information Technology · Bentonville, Arkansas
Department Information Technology
Employment Type Full-Time
Compensation $22.82-$25.10/HR Starting Wage

SUMMARY

The IT Service Desk Coordinator’s role is to schedule daily operations of the IT service desk, coordinate the service desk team to ensure users receive appropriate assistance in a timely manner, and to ensure the service desk is constantly developing and improving.  The IT Service Desk Coordinator will track progress of all service desk requests to ensure timely, appropriate resolutions and distribution of service desk resources. The Coordinator will guide procedures related to the identification, prioritization, and resolution of service requests.  The IT Service Desk Coordinator will also contribute to problem resolution by giving in-person, hands-on support to users when necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Reporting relationships, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements.  Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position.  Other duties may be assigned.


Schedules the day-to-day activities and operations of the IT Service Desk.


Coordinates IT service desk staff and their daily activities.


Ensures that customer service and communication with customers is a priority and provides follow-up to managers on new IT service request.


Answer IT service desk line and provides follow-up to staff on IT service tickets.


Serves as an escalation point for service desk staff.


Distributes and balances the workload among service desk staff to assure timely completion of assignments.


Procurement of IT equipment for City use including quotes, purchasing and receiving.


Arranges timely service from outside vendor support organizations when needed.


Analyze performance of IT service desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.


Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meet SLAs.

Provide timely documentation of issues, action plans and outcomes. Achieve all client satisfaction objectives and internal and external SLAs.


Ensures that service desk staff is accurately reporting their calls and time in the service desk software.


Ensures that desktop computer and software inventory is accurate and up-to-date.


Assist with IT service duties, creating email accounts, creating door fob access and presenting at new staff orientation on service procedures.


In coordination with the IT Director and IT Administration Staff, develops appropriate service management processes, policies, procedures and work plans for service desk staff.


Administrative support to IT team.


Other duties as assigned.


SUPERVISORY RESPONSIBILITIES None.

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EDUCATION and/or EXPERIENCE

High school / GED or equivalent required. Associates’ Degree in Business, Information Technology or related field, preferred, or 3 – 5 years equivalent, relevant experience preferred, or an equivalent amount of education and experience.


LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.


MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.


REASONING ABILITY

Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


CERTIFICATES, LICENSES, REGISTRATIONS

  • Valid driver’s license
  • Minimum of 2 years of project coordination or IT dispatch management experience
  • 1 Year technical experience including customer service, dispatching, incident/break-fix support in the pc, telecommunications, audio, and/or network connectivity products and services field
  • Proficient in MS Office (Word, Excel, PowerPoint and Outlook, SharePoint, service delivery management tools and related cloud based technology systems.

 

KNOWLEDGE, SKILLS, and ABILITIES

Excellent interpersonal skills for establishing and maintaining effective working relationships with city staff and vendors.


Comprehensive knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Visio).


Knowledge of PC networks and data communication concepts, preferably in a Microsoft Windows environment (Active Directory, Group Policy, Microsoft Azure, Virtualization).


Basic knowledge of telephone concepts, preferably in VoIP / PBX environments.


Basic knowledge of additional peripheral technologies including, but not limited to, audio, multi-function (printer, scanner, copier, fax) devices and personal digital assistants/smart phones (such as IPhone and Galaxy).


Ability to read and comprehend technical manuals and apply their contents to solving hardware and software problems.


Ability to accurately convey technical information to non-technical audiences both orally and in writing. Good planning, organizing, problem solving and time-management skills.


Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.


Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed or observed while in the performance of duties.


Ability to work independently of direct supervision

 

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee frequently is required to stand, walk, climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds. The employee occasionally uses hand trucks or dollies when moving large, bulky items.   This position is regularly engaged in loading and unloading large, bulky boxes containing Personal Computers (PCs), Monitors, Printers, and other PC-related equipment.  This position is regularly required to position and move PCs and their related components into tight spaces. Also, this position is engaged in the movement of office furniture (desks, filing cabinets, bookcases, etc… during the PC installation process at various locations throughout the City.  Job duties also entail loading/unloading City vehicles, driving City vehicles, climbing stairs, and working with wiring overhead.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.


WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock.  The noise level in the work environment is usually quiet.


 The City of Bentonville is committed to providing equal opportunity without regard to race, color, religion, sex, age, national origin, marital status, veteran status, political status, disability status, or genetic information, as required by all federal and state laws.  The City’s commitment extends to all employment related decisions, terms and conditions of employment (including job opportunities), promotions, pay and benefits.

Thank You

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  • Location
    Bentonville, Arkansas
  • Department
    Information Technology
  • Employment Type
    Full-Time
  • Compensation
    $22.82-$25.10/HR Starting Wage