Service Desk Lead
1 week ago
Status: Open Until Filled
This position in the Information Technology department reports directly to Service Desk Manager. The employee is responsible for PC repairs and maintenance. The employee receives problem reports from the Service Desk Manager and/or Service Desk Lead and efficiently works through those problem reports until the "customer" is satisfied with the outcome.
- Provide basic computer hardware and software support in a wide-area-networked environment.
- Replace, test and troubleshoot hardware, software and systems for the City/BLW enterprise.
- Provides in-house training to staff and employees as needed.
- Must possess effective verbal and written communications with vendors, peers and employees to establish and maintain positive, professional relationships.
- Functions as an integral part of the IT Service Desk support function; receives and acts upon Service Desk tickets in a timely fashion, and documents actions taken.
- Available for afterhours coverage of critical situations when needed and to cover, at least one night per month for Marietta Council Meetings.
- Documents procedures, diagrams, and changes of systems in area of responsibility to add or edit information to the internal technology knowledge base (KB).
- Ability to prioritize and organize tasks or work on a daily, weekly, and monthly basis to provide efficient use of time during the workday.
- Records changes in asset database of equipment inventory containing records of serial number, location, and maintenance information of any hardware that is changed or replaced.
- Performs other duties as assigned by the IT Director or Service Desk Manager
Preferred Qualifications:
- Graduation from an accredited technical school or college/university with either an Associate's or Bachelor's degree in computer science, or an equivalent combination of collegiate education and experience. Bachelor's degree is preferred.
- Thorough knowledge of PC computer hardware and software. A+ certification preferred.
- Employee must complete Microsoft 365 Certification as determined by the Service Desk Manager within 12 months of hire.
- Knowledge of past and current supported Microsoft Windows Operating Systems and Office products.
- Knowledge of software copyright laws.
- Ability to analyze problems and find applicable solutions.
- Ability to communicate effectively with users and other IT employees.
- Comprehension and discernment of the various online manuals or websites from different vendors for the purpose of integrating them into Marietta's IT infrastructure.
- Ability to establish and maintain professional working relationships with others, utilizing positive customer service skills.
- Must have a valid Georgia driver's license and a satisfactory seven-year driving history, to include no DUI's in the last five years.
- Successfully complete a drug screen and criminal background check, including a fingerprint check, at time of hire.
Disclaimer
Successful candidates are required to submit to drug screen & background inquiry.
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