Help Desk Coordinator Jobs

The City of Fort Myers strives to be an employer of choice and most of our employees turn jobs into long term careers. The salary shown in the job description is the full range for this position from entry to later career.

NEW EMPLOYEES ARE HIRED AT, OR NEAR THE ENTRY POINT SHOWN, DEPENDING ON QUALIFICATIONS AND RELEVANT EXPERIENCE.

• Maintain knowledge base of problems and resolutions
• May be required to work in on-call status during assigned periods
• Generate well documented service requests
• Serve as an escalation point to ensure timeliness and quality of IT resolutions
• Oversee and coordinate helpdesk documentation
• May require to drive a motor vehicle to accomplish assigned tasks.
• Drive standardization into IT support processes
• Performs other duties as assigned.
• Define and evolve IT processes to improve efficiency
• Identify recurring problems to assist in the development of user education and training programs
• This position requires regular and reliable attendance and the employee's physical presence at the workplace.
• Serve as initial point of contact for ITS service requests
• Serve as subject matter expert – increase closure of "first call resolution"
• Manage prioritization of service requests
• Conduct user and service level satisfaction analysis.Recommend actions to improve.
• Key resource to implementation IT service catalog offerings and defining associated workflows
• Assign service requests to IT team based on area of responsibility, skill, and availability

• Ability to establish and maintain effective working relationships.
• Ability to speak clearly and persuasively in positive or negative situations.
• Ability to exercise judgment and make decisions in accordance with established laws, regulations, ordinances, departmental policies and procedures.
• Skill in time management and organization and prioritization.
• Skill in customer service.
• Knowledge of Windows operating systems and iOS devices.
• Ability to perform under frequent deadlines and/or in response to emergencies.
• Knowledge of the use of word processing, spreadsheet, database and presentation software.
• Knowledge of system maintenance needs, and methods for diagnosing operating problems.
• Skill in troubleshooting and analysis.
• Ability to deliver information, explain procedures, and to follow oral and written instructions.
• Ability to effectively operate necessary equipment, including but not limited to a personal computer, printer and standard office equipment.
• Knowledge of PCs, printers, scanners, laptops and other peripherals.

• Must possess a valid Florida Driver's License with an acceptable driving record.
• Must be able to pass Criminal Justice Information Systems (CJIS) background check.
• Associate's degree from an accredited college or university in computer science or related field and two years of progressively responsible experience in Computer/Help Desk Technician or related work. Experience can be substituted for a degree on a year-for-year basis.

• Related field which emphasizes computer software/hardware preferred.

This work typically requires the following physical activities to be performed.

• Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures.
• Handling – picking, holding, or working with whole hand.
• Pulling - use upper extremities to exert force, haul or tug.
• Crawling – moving about on hands, knees, or hands, feet.
• Lifting – raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
• Talking 1- expressing ideas by spoken word
• Repetitive Motion – substantial movements of wrists, hands, fingers.
• Hearing 2 – receive detailed information, make discrimination in sound.
• Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
• Standing – for sustained periods of time.
• Speaking – expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
• Hearing 1 – perceiving sounds at normal speaking levels, receive information.
• Walking - on foot to accomplish tasks, long distances, or site to site.
• Mental Acuity – ability to make rational decisions through sound logic, deductive reasoning.
• Crouching – bending body forward by bending leg, spine.
• Pushing – use upper extremities to press against objects with force, or thrust forward, downward, outward.
• Talking 2 – shouting to be heard above ambient noise.
• Feeling – perceiving attributes of objects by touch with skin, fingertips.
• Stooping – bending body downward, forward at waist, with full motion of lower extremities and back.
• Kneeling – bending legs at knee to come to rest at knees.
• Visual Acuity 2 - color, depth perception, field of vision.
• Reaching – extending hands or arms in any direction.
• Fingering – picking, pinching, typing, working with fingers rather than hand.
• Climbing – ascending, descending ladders, stairs, ramps, requires body agility.
• Grasping – applying pressure to object with fingers, palm.
• Balancing – maintain equilibrium to prevent falling while walking, standing, or crouching.
• Visual Acuity 4 - operate motor vehicles/heavy equipment.
• Visual Acuity 5 -close acuity for inspection of small defects, machines, use measurement devices, or fabricate parts.

• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects

• Occasionally exposed to wet and/or humid conditions; extreme cold; extreme heat; and vibration. Risk of electrical shock.
• Contact with internal and external customers, vendors, outside agencies and the general public.
• May be required to work hours other than the regular schedule including nights, weekends, and holidays.

enter the link below to see a list of benefits.