Job description

Support Desk Specialist

General Description of Position
Under general supervision the Support Desk Specialist is responsible to perform in a dual administrative and support position to ensure efficient operation of the entire office. The Support Desk Specialist works with and acts as a liaison to and for in-house staff, the public, private vendors, non-profit agencies, and other governmental offices in an effort to identify and respond to all incoming client / customer needs and deliver the ultimate client experience. In addition, a deputy in this position requires knowledge of basic technical support procedures for computer hardware and software issues, the assessment process, exemptions available to the public, mobile home titles, tax value, the tax roll process, and general information related to the services and programs offered by the Polk County Property Appraiser’s office, and other elected officials and governmental offices. The Support Desk Specialist is critical to creating positive client experiences; fostering a culture of teamwork and collaboration; and maintaining the highest service standards for the office.

Essential Duties and Responsibilities

1. Delivers friendly customer service while aiding customers requesting information on services, programs and general information offered by the Polk County Property Appraiser and other elected official / governmental offices.

2. Operates all functions and tasks associated with the PCPA Help Desk including, but not limited to, overseeing office supply orders, all outgoing daily mail and batch print mail, monitor / respond to all Helpdesk / PA Office / PA Webmaster Outlook emails, updates and maintains written procedures, conducts daily rounds to constitutional offices, trouble shoot online application errors by ensuring end users receive accurate, appropriate, courteous, timely and effective assistance and support

3. Participates in and prepares analysis information for submission of PCPA annual budget. Assists in the preparation of materials for management team and runs numerous reports using various systems for completion and submission of budget.

4. Corresponds with vendors to obtain quotes, works with Finance Department for final purchase approval, ensures all purchases are processed correctly from request to receipt, works with management team to ensure all purchases are completed prior to fiscal year deadlines.

5. In conjunction with HR prepares or updates records related to hiring, transferring, promoting, and terminating including New Hire Setup (phone and email assignment, on-boarding, deployment of cell phones, laptops, etc.); Staff Exit Updates (lock account, equipment check-in, phone reassignment); Staff Changes (coordinate with System Technician on staff moves); and business cards.

6. Serves as contact for Public Records Requests (PRR) by confirming receipt of all PRRs and responding to requestor with updates and information provided by the Public Records Custodian.

7. Development and delivery of training programs and materials to facilitate new employee orientation, software implementation, and employee continuing education.

8. Meeting / Event project coordination including preparing for meetings and trainings provided by the PCPA to in-house and outside agencies/venues.

9. Assists the public by providing online assistance, unlocking online users, and information regarding: assessment and tax information, and providing information regarding: assessment and tax information, property values, deeds, mobile home transactions, and the tax roll process. Make copies of maps, reports and aerial photography for management team.

10. Able to provide reliable and accurate information regarding the following: Exemption eligibility, Good Cause petitions, TRIM Notices, Split and Combine forms, and all forms and documents available on the PCPA website or received by the office.

11. Responds promptly to client needs; solicits client feedback to improve service; and responds to requests for service and assistance in a timely manner.

12. Responds to client inquiries from telephone calls, emails, mail, and/or faxes; and maintains the PA office, helpdesk, paada, and webmaster email mailbox.

13. Provide accurate, valid and complete information to taxpayers and co-workers in accordance with Florida statutes and documented procedures, guidelines and policies.

14. Coordinate ADA accommodations as needed and may serve in the role as ADA coordinator.

15. Prepare training material and conduct new hire training for all new PCPA staff.

16. Ability to add, subtract, multiply, use a calculator and scale, calculate acreage, use and navigate maps to find specific properties.

17. Must be able to handle and count money; utilize accounting software, corresponding reports to the finance department.

18. Operate various machines such as copiers, computers, fax machine, printers (large and small format) and scanning machines.

19. Ensure all data gathered and submitted for data entry purposes meet production, accuracy, and uniformity standards necessary to ensure accurate assessment and are ADA compliant.

20. Ensure proper preparation of all documents by reviewing for completeness, legibility, and overall workflow.

21. Maintains the confidentiality of personal identifying and location information including names, physical, mailing, and street addresses, parcel ID, legal property description, neighborhood name, lot number, GPS coordinates, or any other descriptive property information that may reveal identity or home address pertaining to parcels owned by individuals that have received exempt / confidential status.

22. Performs other duties as assigned and must assist the Human Resource / Finance departments and participate in departmental meetings, cross-training, educational courses, seminars, and job-sharing / job duty organizational efforts as directed.

23. Position requires driving and/or securing transportation to worksite, offsite training, and other required work-related locations.

Education and/or Work Experience
Any combination equivalent to experience and education that would likely provide the relevant knowledge, skills, and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be:
Education: High School Diploma or GED - AND -
Experience: Level I – At least 1-year full-time customer service work experience.

Job Type: Full-time

Pay: $16.96 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person

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