"As-Needed" Service Desk Administrator (IT Operations Support Administrator III) - SFDEM (1093)

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Job description

Job Description

Appointment Type:

This is a Category 16, Temporary Exempt (TEX), as-needed position not to exceed six (6) months or 1,040 hours in a fiscal year. This position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the Appointing Officer.

Position Description:

Under general direction, the Service Desk Administrator will provide first-level desktop, software, and application support to customers. Additional essential functions include: answer phones, generate tickets and resolve, monitor, track, and refer problems and requests to the proper group, Department, or support vendors; escalate problems as necessary to ensure resolution; follow-up on open trouble tickets and request for final resolution; keep customers informed and updated on the status of problems and requests; define and document Service Desk solutions, processes, and procedures; inform management and clients of severe problems; work with local site engineers and desktop administrators to resolve problems and implement service requests; perform end-user and application administration support duties; provide prompt, professional, courteous and outstanding customer service on a daily basis to all customers; and perform related duties as assigned.

Nature of Work:

Candidate must be responsive and flexible with assigned tasks and able to work as part of a diverse team in a fast-paced environment. The 9-1-1 dispatch center and Service Desk operates 24 hours a day, 7 days per week. This is an as-needed position with irregular and limited hours; the position will require the ability to work evenings, nights, weekends, and holidays typically with very little notice when needed to work a shift.

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