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Service Desk Assistant/Technology Services

Bradenton, United States

Job Summary

The Technology Services Department plans, assembles and maintains the information systems needed to support the duties of the Clerk of the Court in a timely, efficient manner by ensuring that the Clerk’s computer system and software applications fulfill present and future needs. The Service Desk Assistant position is a full-time, non-supervisory position reporting to the Deputy Director of Technology Services.

Minimum Qualifications

High School diploma or GED
One year of recent and relevant experience that demonstrates the ability to apply acute attention to detail in an automated systems environment is preferred

Organizational Values

Along with the satisfactory performance of this job’s essential functions, the employee in this position is expected to actively and consistently demonstrate the core values of the Clerk’s Office.

Service to All

Everyone is my customer. From our customers to my coworkers and colleagues, excellent service is my primary goal. I will provide courteous, patient and knowledgeable service to everyone.

Integrity

I will foster the highest level of ethical conduct and promote an atmosphere of transparency, accountability and confidentiality in my actions and behavior. I will comply with all the Clerk’s policies.

Respect

I will treat the office, everyone I come in contact with and myself with respect. From punctuality to dress code, I will be mindful of what my actions and my appearance communicate to others.

Communication

I will present ideas and information in a thoughtful and courteous manner and be open minded to the ideas and suggestions of others. I take responsibility to keep others fully informed of situations and information at all levels whether in writing or verbally.

Ownership

I accept responsibility for the quality, quantity and timeliness of my work. I will seek answers to issues I do not understand and I will own my behavior.

Teamwork

I hold myself and others accountable for the success of the team. I support a culture that finds solutions, rather than make excuses or place blame. I will be flexible and cooperative when faced with change.

Development

I will foster an environment of continuous improvement. I am encouraged to research, study and learn the vast workings of the Clerk’s office so I can be of the most service to our customers.

Essential Functions

It is understood that every incidental duty connected with operations listed in the job description is not always specifically described, and that employees, at the discretion of management, may be required to perform duties not within their job descriptions. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

Provides excellent customer service to all in person, in email and over the phone; is approachable, helpful and personable; and answers questions knowledgeably and with patience
Answers the service desk phone
Monitors the service desk application
Monitors the service desk email inbox
Triage service tickets, calls, and email in a timely manner to ensure a high level of customer service
Inputs status and tracking updates into the service desk application
Communicates issues and status updates with the Technology Services team
Provides support and application problem solving
Troubleshoot basic hardware and software issues
Creates and organizes travel paperwork for Technology Services team
Organizes team functions
Assists Technology Services team with attaining quotes, tracking purchases, and organizing inventory
Assists Technology Services Management with other related duties as assigned
Regular and reliable attendance is an essential function of this job

ESSENTIAL MENTAL AND PHYSICAL FUNCTIONS
The essential mental and physical functions listed below are required in order for an employee to be able to perform the essential functions of this position.

Thinking critically; defined as reading, understanding and taking appropriate action on detailed and complex information
Extremely well organized
Sitting for prolonged periods of time
Repetitive actions/motion of one or both hands
Hearing ordinary conversation and office sounds
Verbal communication in person and on the phone
Written communication by hand and on PC
Lifting up to 50lbs

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