Customer Care Center (CCC) Analyst, Network Services, Technology (446L) [235]

Cobb County School District; Marietta (GA); On-site; USD 54,000 - 71,000; Full time

Job summary

The Cobb County School District is seeking a Customer Care Center (CCC) Analyst to deliver frontline IT support for end users, via phone, email, and support site. You will create and route service requests, provide first-tier hardware/software assistance, and contribute to maintaining SLA adherence.

Required are an Associate degree or equivalent IT experience, 3+ years in IT/help desk, and strong communication skills.

Qualifications

• Associate degree or equivalent work experience in IT.
• Minimum 3 years IT work with help desk experience.
• Experience with help desk ticketing applications.

Responsibilities

• Provide first-tier hardware and software support via remote management.
• Create and route service requests per SLA.
• Support Student Information System and testing applications.
• Monitor network infrastructure status and perform admin tasks.

Skills

Customer service

Written and oral communication

Problem solving

Time management

Education

Associate degree in Computer Science / Information Systems

Tools

Help desk ticketing software

Network monitoring tools

Remote management tools

Ticketing applications

Job description

POSITION TITLE: Customer Care Center (CCC) Analyst

JOB CODE: 446L

DIVISION: Technology Services

SALARY SCHEDULE: Technology Services

DEPARTMENT: Technology Services

WORK DAYS: 235

REPORTS TO: Team Lead, Customer Care Center

PAY GRADE: Rank L (NT12)

FLSA: Exempt

PAY FREQUENCY: Monthly

PRIMARY FUNCTION: Responsible for the successful completion of tasks and deliverables established within the Enterprise Services Organization; demonstrates and delivers strong customer service to District end users; provides support and consultative services to end users via telephone, email, or support site; creates help desk service requests from telephone calls, email, and support site; efficiently and accurately route services requests in accordance with prescribed SLA's; provides first-tier hardware and software support to CCSD end users via remote management; performs system administration tasks; and provides support and consultative services to end users in response to service requests.

Requirements

• Educational Level: Associate Degree in Computer Science, Information Systems, or other related field, or equivalent work experience
• Certification/License Required: None
• Experience: Minimum of 3 years IT work with demonstrated working knowledge in help desk support with basic to moderately complex hardware and software along with problem solving/troubleshooting; experience with help desk ticketing applications
• Physical Activities: Routine physical activities that are required to fulfill job responsibilities
• Knowledge, Skills, & Abilities: Written and oral communication

The Board of Education and the Superintendent may accept alternatives to some of the above requirements.

Essential Duties

• Demonstrates prompt and regular attendance.
• Provides support and consultative services to end user via telephone or email.
• Creates help desk service requests from telephone calls, email, and support site.
• Efficiently and accurately route services requests in accordance with prescribed SLA's.
• Provides first-tier hardware and software support to CCSD end users via remote management.
• Monitors the status of network infrastructure (routers and switches) and servers using network monitoring tools.
• Performs system administration tasks to include password resets, user access control, file system rights, and application access.
• Recovers user files from backup.
• Provides first-tier support of the Student Information System application and other proprietary applications.
• Performs first-tier support of student testing (test delivery and test access).
• Performs first-tier support of BYOD network.
• Provides support and consultative services to end users in response to service requests.
• Performs other duties as assigned by appropriate administrator.

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