Help Desk 1

Position Summary:
As a significant member of the Technology Divisions Client Services Team the Technology Client Service Specialist will provide technical support and consultation services to users in a timely accurate and efficient manner. The Technology Client Service Specialist will provide technical support for hardware software and applications supported by the District. District technologies include laptops desktops and tablets in a Windows 10 environment MS Office 365 tools (Word Excel SharePoint PowerPoint etc.) PeopleSoft PowerSchool Frontline and others. As a technical services professional the Technology Client Service Specialist will use their technical skill and ability to troubleshoot diagnose mitigate and resolve issues based on best practices and district policies and procedures. The successful candidate for this role has a wide range of adaptable technical skills and knowledge learns how to use new technologies quickly and can effectively communicate technical information to others. A combination of strong technical and soft skills is a must.

Top Skills:
Minimum two (2) years help desk or technical support/computer related experience.
Must possess knowledge of customer service principles and best practices.
Must be intermediatetoadvanced user of Microsoft Office 365 Suite including Excel Word PowerPoint and SharePoint.

Minimum Qualifications:
Associate degree in Information Technology is preferred computer training program completion acceptable.
High School Diploma or GED
Minimum two (2) years help desk or technical support/computer related experience.
Must possess knowledge of customer service principles and best practices.
Must be intermediatetoadvanced user of Microsoft Office 365 Suite including Excel Word PowerPoint and SharePoint.
Ability to handle stressful situations with professionalism and empathy.
Ability to synthesize and retain information quickly.
Must have own transportation to travel to District locations when needed.
Flexibility to provide support services for events afterhours or on weekends as needed.

Essential Functions:

1. Act as the first line of contact of technical support and troubleshooting for district stakeholders including parents students employees external partners community and board members via phone email remote and inperson contact for technology supported by the District.
2. Think critically and quickly to identify diagnose troubleshoot and resolve technical issues for district software (e.g. Clever PowerSchool Schoology) and hardware (e.g. desktops laptops and tablets) for staff and students.
3. Act as skilled resolver for technical issues related to the Districts business applications across multiple workstreams. Business applications include Peoplesoft (Finance/Payroll)
PowerSchool Blackboard Clever Schoology and other operational software as well as Windows based applications and hardware.
4. Enhance the customer experience by resolving technical issues at the first point of engagement as much as possible avoiding handoffs escalations and the need for inpersonfield service support. Be assertive in making sure proper closure occurs and look to resolve any conflicts.
5. Use the Districts information technology service management (ITSM) tool to accurately record track and assign service requests and incidents to appropriate district departments communicate resolutions and recommendations to stakeholder and report escalation and/or high impact issues as needed.
6. Fully identify and document the pertinent details (who what when where why and how) to service requests for accuracy and efficient customer service and data reporting.
7. Develop and update information resources such as the ITSM knowledge base call scripts and frequently asked questions to provide adequate and accurate responses to customers. This includes learning and documenting technical specifications and troubleshooting steps for Districtsupported technologies staying informed of District events structures resources and initiatives and knowledge sharing within the team and across departments.
8. Meet or exceed established customer service standards and metrics to increase customer satisfaction.
9. Provide technical or customer support for district events such as board meetings community workshops or expos including periodic weekend and evening events.
10.Collaborate with other teams to ensure coordination and timely completion of projects/tasks assist with special projects and resolve escalated incidents or service requests.
11.Seek out and embrace opportunities to ensure technical and customer service skills are up to date aligned to industry standards and the needs of the District; proactively share knowledge with colleagues to improve the performance of the team.
12.Perform duties in alignment with established policies and procedures as well as serve as an agent to inform others of new policies procedures and change management.
13.Perform other duties as assigned by supervisor.