Service Desk Office Associate

Under general supervision, the Service Desk Office Associate performs various technical, accounting, administrative, and clerical support duties to assist in the operation of the Information Services Department. The incumbent acts as the front line of support to answer the service desk phone and email to assist in the resolution of information technology needs. In addition, this position also administers purchasing and records, researches equipment needs, and seeks the most cost effective sources.

Scope of Responsibility:

The Service Desk Office Associate maintains accounting and inventory records for the department and monitors account balances for capital and maintenance funds.  There is a limited level of involvement in HR and payroll record maintenance for the department.

PRIMARY RESPONSIBLITIES:  
1.  Responsible for various Service Desk and related end-user support functions.

• Answer the Service Desk phone and email
• Immediately address request or gather information and assign to appropriate support personnel utilizing service desk ticketing software. 
• Purchase IS related equipment, software and supplies for the City.
• Research and recommend appropriate peripherals for end users.
• Coordinate the ordering of and replacement of cell phones for City Employees and assist with cell phones issues as primary contact with cell phone vendors. 
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  2.  Responsible for performing accounting, budget and asset monitoring activities of the department according to established policies.   
• Assists the CIO in preparing the department's budget by preparing needs analysis and cost estimates for office and IS equipment; 
• Assists the CIO in monitoring the department’s budget by assigning expenditures to the appropriate accounts; processes and approves expenses and payments according to level of authority; compiles budgetary information from various sources, enters information into proper accounts and generates reports for supervisor's review;
• Prepares purchase requisitions and submits for supervisor’s approval;
• Manages the administrative credit card account for purchases made by department staff under appropriate budget codes;
• Recommends sources for purchased equipment and materials based on research;
• Reviews and exercises discretion in the approval of invoices pertaining to department   purchases to ensure funding availability;
•    Enters equipment into inventory system and assigns asset numbers;
•       Maintains inventory tracking system of hardware and software licenses.
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  3.  Provides general administrative office support for the department.
• Prepares complex forms, listings, informational and statistical reports, documents, etc. by determining required data, gathering, receiving and compiling data from several sources; comparing information to verify accuracy and formatting data appropriately;
• Composes and/or types letters, forms, memoranda, and reports;
• Prepares agenda items that pertain to the department for City Commission or other Board meetings; compiles packets for Commission/Board members to ensure all necessary information is present and in proper format;
• Tracks various  licenses and certifications; ensures employees complete required training to maintain licenses and certifications;
• Handles travel arrangements for department employees;
• Provides administrative support for CIO and Managers.
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  4.  Performs accounting clerical duties relating to department business. 
• Helps department staff and/or managers with preparation of budget items such as gathering cost estimates, setting up spreadsheet exhibits, etc.
• Assists with monitoring the department's budget by compiling budgetary information from various sources, drafting budget documents, entering information into proper accounts and generating reports for supervisor's review;
• Assists in tracking grant funds for department purposes and works with finance department staff to account for grant fund uses;
• Prepares purchase requisitions received from department staff and submits for supervisor's signature;
• Manages the administrative credit card account for purchases made by department staff under appropriate budget codes;
• Reviews payroll entries for the staff and verifies data; does general department payroll input or serves as a backup for payroll.
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  5.  Communicates courteously and professionally and maintains working relationships with others in carrying out job functions.
• Frequently  interacts with others in the work unit, the public, vendors or across departments to exchange detailed and/or technical information;
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  6.  Follows best practices in the area of workforce safety.  
• Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
• Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work;
• When potentially unsafe conditions are observed makes efforts to avoid or correct them if they are controllable and draws them to the attention of the responsible supervisor or safety representative in a timely manner;
• As the Safety Inspector for the department, inspects all work areas within the department for unsafe practices, resolves issues or works with staff to resolve issue, and prepares quarterly inspections report.
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  7.  Performs other duties and activities as assigned. MINIMUM QUALIFICATIONS:

  The job requires an associate’s degree and three or more years of either administrative support or information technology experience or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

   Knowledge, skills and abilities include: 

  ·         Knowledge of generally acceptable accounting principles;

  ·         Knowledge of governmental accounting practices and procedures and governmental budgeting and purchasing procedures;

  ·         Knowledge of computer operations, software, information storage and retrieval techniques and methods;

  ·         Knowledge of computer and office equipment and software as well as source vendors;

  ·         Knowledge of basic recordkeeping and bookkeeping practices and methods;

  ·         Advanced skill in Microsoft Office applications including Word, Excel, Visio, Access, PowerPoint, and Publisher;

  ·         Skill in organizing and prioritizing work;

  ·         Skill in basic mathematical computations to maintain budgets, including percentages;

  ·         Skill in data gathering, compilation, formatting and presentation;

  ·         Skill in communication and interpersonal skills as applied to interaction with coworkers, supervisor, and vendors, sufficient to exchange or convey technical information and to negotiate basic agreements;

  ·         Knowledge of policies, ordinances, and laws related to the release of information;

  ·         Extensive knowledge of City of Fargo policies, structure, and department functions;

  ·         Ability to establish and maintain effective working relationships with others.

  PHYSICAL DEMANDS: Most work is performed in a normal office environment.  Work requires extensive use of a computer, telephone, and other office equipment. There is considerable attention to detail.  
   
  Physical activities include fingering, grasping, talking, hearing/listening, seeing/observing, and repetitive motions.  
   
  Sedentary Work:  Work is typically sedentary: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
   
  Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.  All requirements are subject to modification to reasonably accommodate individuals with disabilities.
   
  Requirements are representative of minimum levels of knowledge, skills, and experience required.  To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.
   
  This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.  The City Administrator retains the discretion to add duties or change the duties of this position at any time.