Service Desk Specialist

Salary: $22.71 - $29.52 Hourly
Location : 1441 FAU Research Park Blvd, Deerfield Beach, FL 33441, USA, FL
Job Type: Full-Time
Job Number: 01324
Department: Information Technology Services
Opening Date: 10/09/2026
Closing Date: 10/23/2026 5:00 PM Eastern

Applications to the City of Deerfield Beach are reviewed as received. Early application is encouraged, as this posting may close at any time.
Serve as first point of contact for customers seeking technical assistance over the phone, email or service desk work order system. Include are receiving, prioritizing, documenting and actively resolving end user help requests and escalation when needed.
This class works under general supervision, independently developing work methods and sequences.

Essential Functions
The essential functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.

• Receives calls and/or emails from customers and utilizing service desk software to enter, prioritize and track status of issues through to final resolution.
• Provides assistance and support to application users in accordance with approved policies and procedures.
• Escalates problems (when required) to technical staff or Manager.
• Consults with technical support staff to maintain and manage knowledge base of known and resolved issues.
• Performs fixes at the desktop level, including installing and upgrading software at tier 1 support.
• Maintains and configures Service Desk application to include IT Service catalog and Skill Routing policies.
• Accesses software updates, drivers, knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Analyzes Service desk data and create Reports and metrics as needed.
• Contacts vendors, manufacturers and support lines for different products in support of IT purchases, customer support and return merchandise authorization (RMA) items.
• Assists with inventory and monitoring of software licenses.
• Participates in meetings, conference calls, and video conferences, as needed.
• Provides support for physical/virtual meetings, conference calls, and video conferences.
• Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Typical Qualifications

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

• Associate's Degree in Computer Science or closely related field.
• Four (4) years of related computing experience or an equivalent combination of education, training and experience.
• Must possess and maintain a valid Florida driver's license with an acceptable driving history.

PREFERRED EDUCATION AND EXPERIENCE REQUIREMENTS:

• Experience with BoSSDesk Solutions.
• Certifications related to Service Desk / IT "ITIL"

Knowledge, Skills and Abilities, Work Environment and Work Hours

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of basic computer hardware, including Desktops, printers and peripheral devices
• Knowledge with desktop configuration including Windows 10 (or higher) Operating system and Office365 suite.
• Knowledge in the use of various reference and online resources to solve application problems.
• Skill in verbal and written communication of technical information to non-technical users.
• Ability to maintain effective working relationships in a collaborative team environment.
• Ability to compile, organize, interpret, and analyze data and information to solve application problems.
• Ability to interpret and evaluate system issues from a user perspective.
• Ability to systematically troubleshoot problems and implement corrective action as needed.
• Ability to interact effectively and maintain relationships with the general public, City officials, vendors, and other City employees

PHYSICAL DEMANDS:
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

• Performs sedentary work that involves walking or standing some of the time and involves exerting up to 50 pounds of force on a regular and recurring basis or sustained keyboard operations.

WORK ENVIRONMENT:
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

• Involves routine and frequent exposure to:
  • Bright/dim light; Dusts and pollen.
  • Extreme heat and/or cold; Wet or humid conditions.
  • Extreme noise levels, Animals/wildlife.
  • Vibration; Fumes and/or noxious odors.
  • Traffic; Moving machinery.
  • Electrical shock; Heights.

WORK HOURS
Monday - Friday 8am- 5pm (May be required to work nights, weekends and holidays to meet the business needs of the City.)

AMERICANS WITH DISABILITIES ACT COMPLIANCE
The City of Deerfield Beach is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

ESSENTIAL SAFETY FUNCTIONS
It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.
Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed, and employees are properly trained.

EMERGENCY MANAGEMENT RESPONSIBILITIES
Note: During emergency conditions, all City employees are automatically considered emergency service workers. City employees are subject to being called to work in the event of a disaster, such as hurricane, or other emergency situations and are expected to perform emergency service duties as assigned.
The City of Deerfield Beach values the service veterans and their family members have given to our country and supports the hiring of returning service members and military spouses.
CITY OF DEERFIELD BEACH 2026 BENEFITS SUMMARY

HOLIDAY LEAVE
Twelve (12) days shall be the days observed by all City employees as holidays and the one (1) personal leave day shall be taken at the employee's discretion with permission of the Department Director or their designee (once each calendar year)

New Year's DayLabor DayMartin Luther King Jr. DayVeteran's DayPresident's DayThanksgiving DayMemorial DayDay Following Thanksgiving DayJuneteenthChristmasIndependence Day Day preceding or following Christmas Day as designated by the City Manager

VACATION LEAVE
Employees start to accrue vacation leave effective at the start of the first full month of employment based on the following schedule:
Service Time Leave Accumulated Annually Hours Maximum Accrual Hours 0 - 48 months96 hours per year19249 - 108 months112 hours per year224109 - 168 months136 hours per year272169 months and over 176 hours per year352
SICK LEAVE

Employees start to accrue sick leave effective at the start of the first full month of employment. Employees sick days shall be credited at the rate of eight (8) hours or one (1) working day for each month of completed service.
RETIREMENT PLAN

The City provides a defined contribution plan under Section 401(a) of the U.S. Internal Revenue Code. The City contributes eight percent (8%) of your salary as an employee, and you as an employee contribute four percent (4%) of your salary. The City has a 5-year Vesting Schedule. Vesting refers to your ownership of the money in your account. Based on your period of service completed you are gradually vested in your employer contributions: 20% in 1 year, 40% in 2 years, 60% in 3 years, 80% in 4 years and 100% upon the completion of 5 years of service.
Employees may also make voluntary contributions to a 457 Deferred Compensation Plan, up to the annual limit as defined by the IRS.
EDUCATIONAL REIMBURSEMENT PROGRAM
Full-time employees are eligible to receive educational reimbursement for undergraduate and graduate coursework according to the following criteria and schedule of benefits. Employees who have completed their one (1) year of employment are eligible to participate in the Educational Reimbursement Program. With approval of the course(s) and subject to availability of funds, employees may be eligible for reimbursement (other than Master's Degree program courses) of 100% for a grade of A, 90% for a grade of B, and 75% for a grade of C. The City will provide reimbursement up to a maximum of $5,250.00 per tax (calendar) year based on current federal taxation requirements and limits, or as may be modified in future years. Per IRS regulations, tax-free benefits under an education assistance program are limited to $5,250 per employee, per year.

ANNUAL EVALUATIONS
An annual evaluation will be given on the anniversary date of employment. Annual evaluations are eligible for merit increases to commensurate with the City's pay for performance policy of up to 3%.


DISCOUNT PROGRAMS
The City offers a variety of discount programs. The following are some areas for available discounts: Tickets at Work, Government Car Rental, Tri-Rail EDP Discount., and etc.

WELLNESS PROGRAMS
Employees on the City's medical plan may participate in the City's Wellness Program to help offset the cost of their medical premiums. For new hires, points toward the Wellness Program can be accumulated starting from your date of hire through the last day of the year. Existing employees may begin participating in the program at any time. Please note, points will only be tallied on a calendar-year basis.


EMPLOYEE BENEFITS HIGHLIGHTS
The City of Deerfield Beach provides group insurance benefits to eligible employees. The Employee Benefit Highlights Booklet provides a general summary of the benefit options as a convenient reference.
Please note, the benefits listed above are subject to change. Full descriptions of each benefit listed may be found in the Employee Benefits Highlight Booklet, Employee Personnel Rules and Regulations, applicable Collective Bargaining Agreement, or by contacting Human Resources and Risk Management at View phone number on click.appcast.io or
01


Which of the following best describes your highest level of education?

• High School Diploma or Equivalent
• Some College
• Associate's Degree/Trade School/Certification
• Bachelor's Degree
• Master's Degree or higher

02


What is/was your major field of study? (Associate's degree or above)?

• Computer Science
• Related Field
• N/A

03


This position requires a minimum of four (4) years of related computing experience or an equivalent combination of education, training and experience. Which of the following best describes your experience as indicated above? Your response must be validated by the information provided in the WORK EXPERIENCE section of your application and will be verified by Human Resources if selected.

• Less than 2 years
• More than 2 years but less than 3
• More than 3 years but less than 4
• 4 years or more

04


Do you have possession of a valid Florida driver's license or other state license equivalent to a Florida Class E with an acceptable driving history? (must remain valid throughout employment)

• Currently have a valid Florida Class E or higher
• Currently have valid state license equivalent to a Florida Class E license
• None of the above

05


Has your driver's license ever been suspended, cancelled or revoked for any reason in the past 7 years?

• Yes
• No

06


Do you possess a current certifications related to Service Desk / IT "ITIL"? (If Yes, please attach to application)

• Yes
• No

07


Do you possess experience with BossDesk Solution? Your response must be validated by the information provided in the WORK EXPERIENCE section of your application and will be verified by Human Resources if selected.

• Yes
• No

08


Have you previously applied to this or any other position with the City of Deerfield Beach?

• Yes
• No

09


If yes, please state the position(s) and dates applied.
10


Where did you hear about this job opportunity?

• Governmentjobs.com
• LinkedIn
• Social Media
• Deerfield-beach.com
• Word of Mouth
• Other

Required Question