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Senior Service Desk Technician

2 months ago

Melbourne, Florida, United States City of Melbourne Full time
Job Summary

We are seeking a highly skilled and experienced Senior Service Desk Technician to join our team at the City of Melbourne. As a key member of our IT department, you will be responsible for leading a team that provides technical support and troubleshooting to all City of Melbourne departments and employees.

Key Responsibilities
  • Lead a team of technical support specialists to provide timely and effective resolution of end-user issues
  • Develop and implement policies and procedures to ensure consistent service levels and quick resolutions
  • Monitor and analyze incident trends to identify problem areas and devise solutions to enhance service quality
  • Collaborate with other IT staff and leadership team members to facilitate resolution of complex issues
  • Provide in-person, hands-on support to end-users as needed
  • Manage the inventory of technology hardware and maintain logs for deployment and issuance
  • Develop and implement end-user training programs to increase computer literacy and self-sufficiency
  • Oversee the development and communication of help sheets, usage guides, and FAQs for service desk technicians and end-users
Requirements
  • Bachelor's degree in Computer Science or Information Technology, or a related field
  • 6-8 years of related experience and/or training, or equivalent combination of education and experience
  • Supervisory experience preferred
  • Valid Florida driver's license required
  • CompTIA A+, ITIL Foundations, IT Service Management (ITSM), or Cisco Certified Network Associate (CCNA) certifications preferred
What We Offer
  • 100% City-paid medical insurance for employee only; coverage available for family
  • Health Insurance opt-out incentive for employees with other medical coverage
  • Dental insurance
  • Life insurance, short-term disability, and long-term disability
  • Flexible Spending and Dependent Care Account
  • Employee Assistance Program
  • Wellness Program
  • 457 Deferred Compensation
  • Retirement Plans (FRS, local plan for Police and Fire personnel)
  • Paid Holidays
  • Tuition Reimbursement