Customer Service Helpdesk Technician
Customer Service Helpdesk Technician
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1 Vacancy
Job Description
To perform this job successfully an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein employees may be required to perform duties not specifically spelled out in the job description but which may be reasonably considered to be incidental in the performing of their duties just as though they were written out in this job description.
GRPS MISSION: Our mission is to ensure that all students are educated selfdirected and productive members of society.
Customer Service Helpdesk Technician
Department: Management Information Services (MIS)
Bargaining Unit: Union of Grand Rapids Education Support Professional (UGRESP)
Wage: Determine by the collective bargaining agreement
JOB SUMMARY
The Customer Service Helpdesk Technician provides support to all Grand Rapids Public Schools staff students parents and approved partners on districtsupported hardware software and systems. Support is provided over the telephone via chat email and in person. The Helpdesk Technician will maintain documentation and logging activities and will provide oral and/or written reports to the supervisor regarding tasks in progress and completed. This position reports to the Coordinator of Management Information Services (MIS) Customer Service.
ESSENTIAL JOB FUNCTIONS
Essential functions under the Americans with Disabilities Act may include any of the following duties knowledge and skills. This list is illustrative only and is not a comprehensive listing of all functions and duties performed by employees in this position. Regular on time and in person attendance is an essential function of this job. Other essential functions may include but are not limited to the following:
- Provides Helpdesk telephone email chat and inperson support to all GRPS staff on all districtsupported hardware software and systems.
- Uses remote control technologies to provide realtime troubleshooting and educational support of districtsupported hardware and software.
- Perform specific oneonone training regarding hardware and software use.
- Maintain Helpdesk system and database used for recording customer contacts activities related to customer service documenting problems and providing detailed technical information to MIS technicians.
- Maintain selfhelp documentation of district systems and processes for staff related to operating maintaining and troubleshooting hardware and software.
- Maintain a working knowledge of district supported software (i.e. productivity software presentation software instructional tools payroll/financial/HR systems student records systems assessment systems etc. hardware telecommunications systems network systems and standards.
- Serve as a departmental liaison for users of instructional and administrative technology. This involves listening to analyzing and solving customers problems. If necessary this work may include assigning problems to other personnel responsible for resolving the issue and making followup contact to ensure that problems are resolved in alignment with customer expectations.
- Provide task progress and completion data prepared in a professional manner to supervisor MIS technicians and other helpdesk personnel as required.
- Maintain a high level of technical knowledge and expertise through a continual education process both formal and selftaught.
- Interact with coworkers administration students parents and the community in positive supportive and cooperative ways.
- Performs other tasks as requested.
QUALIFICATIONS
Education and Experience:
- Associate degree in computer science (or other similarly named degree)
- 2 years experience working tech support in a callcenter
Or
- 3 years experience working in tech support two of those years of that in a callcenter
Preferred Qualifications:
- Bilingual and fluent in Spanish
- Experience with specific applications and technologies preferred including the following: BMC Remedyforce Microsoft Windows OS Apple Mac OS Apple iOS Android OS Chrome OS Microsoft Office and Office 365 Microsoft Exchange G Suite for Education GoGuardian wired and wireless networking desktop and mobile browsers Edupoint Synergy Powerschool BusinessPlus remote control software hardware/software inventory solutions Cisco Unified Communications Manager Cisco Unity Connection Cisco Unified Call Center Expre
Knowledge Skills and Abilities:
- The ability to manage multiple tasks simultaneously and work effectively under pressure with endusers at all skill levels.
- Effective oral and written communication skills.
- Demonstrated ability to work in a fastpaced team environment.
- Customer service focus with the ability to relate well with staff and the school community with professional communication and cooperation.
- Selfstarting ability to research test and collect information on new ideas concepts hardware software or systems and possess a conceptual background in technical issues.
- Demonstrated ability to work with a variety of individuals in a problemsolving situation.
- Ability to identify the root causes of problems and apply permanent corrective actions to repair the problems.
- Ability to quickly learn new skills.
- Demonstrated ability to work in a diverse work environment.
- Demonstrated organizational and time management skills.
ADA REQUIREMENTS
The physical demands work environment factors and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHYSICAL DEMANDS
Stands and/or walks during most of the working day. Turns stoops climbs bends pushes pulls reaches for and carries materials and equipment in the performance of tasks. Must be able to lift a minimum of 40 pounds. Must be able to work outside for extended periods (up to the entire eighthour shift) in all weather conditions. Specific vision abilities required by this job include close vision distance vision and ability to adjust focus.
WORK ENVIRONMENT
The noise level in the work environment is usually loud to moderate. Work is performed indoors.
MENTAL FUNCTIONS
While performing the duties of this job the employee is required to compare analyze communicate both orally and in writing in the English language copy coordinate instruct compute synthesize evaluate use interpersonal skills compile and negotiate.
NonDiscrimination
The Grand Rapids Public Schools will not discriminate against any person based on race sex sexual orientation gender gender identity and expression height weight color religion national origin age marital status pregnancy disability veteran or military status.
Americans with Disabilities Act accommodations: Assistance with the application process may be requested through the Human Resources Department at or
Required Experience:
IC
Employment Type
Full-Time
