Specialist - Service Desk

PRIMARY PURPOSE

Provide a central point of contact to respond to technology user inquiries concerning both hardware and software related problems. Initiate problem determination procedures and offer appropriate solutions. Manage tickets and calls reflecting request and resolution

QUALIFICATIONS

Education/Certification

• High School diploma or GED from an accredited institution (required)
• Associate degree or one year of relevant work experience in computer technology

Experience

• Two year's successful experience with customer service and technical support either phone based or onsite.

SPECIAL KNOWLEDGE/SKILLS

• Proficient with IT service management platforms.
• Superior oral and written communication skills.
• Knowledge and understanding of customer service frameworks & best
• Experience in a team environment.
• Detail oriented while simultaneously multi-taking.
  • Solution-oriented with strong problem-solving skills and outside-the-box thinking.
• Ability to thrive and succeed in a fast-paced work environment.
  • Excellent listening skills with the ability to demonstrate understanding of the customer's needs.
  • Able to use effective and probing questioning and listening techniques to identify customer needs.

MAJOR RESPONSIBILITIES AND DUTIES

INSTRUCTIONAL MANAGEMENT

• Provides instruction/training to all department Team members for both hardware and software related IT issues.

SCHOOL/ORGANIZATION CLIMATE

• Promotes and maintains positive morale among department, district, and campus employees.
• Assists in advancing the mission, vision, goals, and strategic plan for the district.
• Provides effective communication with technology staff and campus personnel.

SCHOOL/ORGANIZATIONAL IMPROVEMENT

• Continually look for ways to improve processes/procedures that result in increased efficiency.

ADMINISTRATION AND FISCAL/FACILITIES MANAGEMENT

• Provides outstanding customer service on the phone, in person, and through written communication.
• Provide technical support via phone, email, help ticket, remote troubleshooting, and/or in person.
• Apply appropriate diagnostic techniques and ask pertinent questions.
• Consistently determine the best solution to resolve issues based on the information available.
• Successfully execute the problem-solving process with each customer/caller.
• Appropriately escalate unresolved issues and/or concerns to next level of support.
• Assist where required with imaging, repairs, and/or installations which may require travelling to campus locations.
• Support parents, students, and former employees with tech related issues as deemed appropriate.
• Consistently follow up with users to ensure a satisfactory resolution was accomplished.

STUDENT MANAGEMENT

• Demonstrates support for the district's student management system and expected student behavior related to the operational aspects for food service.

SCHOOL/COMMUNITY RELATIONS

• Maintains a working knowledge of district policies, procedures, and practices.
• Helps facilitate communication and coordination with campuses.
• Provides support during meetings with departmental, campus, and administrative staff.
• Seeks, accepts, and responds to evaluative feedback from peers and supervisors.
• Exhibits good judgment and logical thinking.
• Adheres to professional channels of communication .
• Engage in appropriate training and professional development related to job duties and responsibilities.
• Continuously explore and become familiar with new technologies in order to support District stakeholders.

SUPERVISORY RESPONSIBILITIES

• Not applicable.

MISCELLANEOUS

• Other projects as assigned by supervisors.
• Assist all administrative staff with projects as needed.
• Occasionally work prolonged and/or irregular hours in order to ensure/restore department and/or district operations; may require night and weekend hours.
• The job is mentally demanding; numerous activities happening simultaneously; time pressure constraints.
• Districtwide travel required.
• Physical demands include prolonged use of computer and repetitive hand motions, standing, walking, holding/carrying, reaching, twisting, bending/stooping, kneeling/squatting, sitting, climbing stairs/ladders, pushing/pulling of equipment and/or food and non-food materials.
• Exposure to extreme temperature change (outside travel and walking into coolers/freezers).

WORKING CONDITIONS

MENTAL DEMANDS/PHYSICAL DEMANDS/ENVIRONMENTAL FACTORS

• Tools/Equipment Used: Standard office equipment, including computer and peripherals
• Posture: Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting
• Motion: Frequent repetitive hand motions; frequent keyboarding and use of mouse
• Lifting: Requires lifting of 20lbs unassisted and 40lbs assisted.
• Environment: Work is performed in an office setting; may require occasional irregular and/or prolonged hours
• Mental Demands: Maintain emotional control under stress; work with frequent interruptions

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Duty Days 243

Pay Grade Tech 1