IT Customer Service Specialist

Tacoma Public Schools (WA); Manitou (WA); Presencial; USD 45.000 - 64.000; Jornada completa

Descripción de la vacante

Tacoma Public Schools is seeking an IT Help Desk Technician to serve as the first point of contact for district technology issues. The role involves diagnosing hardware and software problems, providing remote support, and delivering excellent customer service to staff.

The position requires technical training in computer science or related field, plus three years in technology and at least one year in customer service. Valid WA driver's license and background checks are required.

Formación

• High School graduation; technical training in computer science, or related field, preferred.
• Three years working in technology; school environment preferred; one-year customer service experience required.

Responsabilidades

• Provides District staff and other customers with troubleshooting to resolve hardware and software problems.
• Maintains knowledge of current technology trends and solutions used by the District.
• Collaborates across District departments to resolve technical issues and provide customer service.
• Tracks inquiries, problems, and resolutions; generates reports and documents activities for IT support.
• Monitors service level agreements and adheres to technology standards and procedures.

Conocimientos

Troubleshooting

Customer service

Communication

Problem solving

Teamwork

Organization

Time management

Remote access

Office 365 Tools

Diagnostics tools

Educación

High School diploma

Technical training in computer science or related field

3 years technology experience

Customer service experience (1 year)

Herramientas

Remote Access

Office 365 Tools

District standard help desk software

Web browsers and Internet Explorer

Diagnostic tools

Descripción del empleo

Tacoma Public Schools

Expected Start Date: As soon as possible

FTE: 1.0

Hours per day: 7.5

Salary Level: Range is $32.60/hour - $46.60/hour based on verifiable education and experience.

This position plays a vital role as the first point of contact for District technology issues; provides technical support and service to District staff related to hardware and software problems and inquiries; effectively diagnoses customer needs; ensures compliance with District, federal, state, and vendor guidelines; provides excellent customer service and information technology (IT) problem solving and support.

ESSENTIAL JOB FUNCTIONS

1. Provides District staff and other customers with logical trouble shooting, utilizing remote services, to resolve hardware and software problems, a wide range of account and application issues, and inquiries; achieves first point of contact resolution standards using IT and District protocols and applicable tools; plays essential role in driving overall customer satisfaction for the purpose of providing technical support and service.

2. Models good practices and coaching with District staff and customers; provides up-to-date information about hardware and software in use by the District; maintains current knowledge of technology trends and solutions; retains familiarity using knowledge based systems (KMS) to deliver technical support for the purpose of providing excellent customer service.

3. Collaborates effectively across District departments with District staff to bring resolution to questions, concerns, and a wide range of technical issues; responds in a timely and accurate manner; redirects and/or escalates issues, as needed, to technical support for the purpose of providing excellent customer service.

4. Tracks and maintains databases of inquiries, problems, and resolutions; meets IT goals and metrics in place to drive completion; performs post resolution follow-ups to determine customer satisfaction; creates custom reports; documents activities for technical support and service for the purpose of providing IT problem solving and support.

5. Monitors any required services level agreements to ensure compliance with applicable service level agreement.

6. Adheres to District technology standards/procedures; assists in the development of appropriate policies, user manuals, handbooks, and department procedures; assists in developing and preparing user handbooks and manuals for the purpose of providing technical support and services to District staff.

OTHER JOB DUTIES

1. Maintains and updates knowledge and skills required for success in the position by participating in professional development activities, as needed or assigned.

2. Assists appropriate technology services staff during peak workloads and absences; provides backup assistance for other technical support staff for special projects when assigned.

3. Performs related duties as assigned, on a temporary basis.

4. Regular, reliable, predictable attendance or physical presence is an essential job requirement and critical to the performance of the work.

CONDITIONS

Experiences frequent interruptions; exposed to video display; may work in confined areas; may be required to work extended and/or irregular hours; required to deal with, and defuse, if appropriate, difficult and sensitive situations and/or people; may be required to travel to District sites; exposed to confidential information; required to bend, squat, stoop, kneel, crouch, walk, twist, climb, and/or be mobile and move/lift heavy objects up to 20 pounds.

Education and Experience

High School graduation; technical training in computer science, or related field, preferred; three years working in technology; school environment, preferred; one-year experience in customer service; or any combination of experience and training which provides the applicant with the knowledge skills and ability required to perform the work.

Licenses/Special Requirements

Valid Washington driver’s license with access to personal transportation.

Proof of training and/or certification, if applicable.

Fingerprints and successful WSP and FBI background clearance/sexual misconduct clearance.

Knowledge, Skills and Abilities

Knowledge of hardware and peripheral equipment.

Knowledge of troubleshooting Windows installation, maintenance, and support.

Knowledge of Technology Tools.

Knowledge of Office 365 Tools.

Knowledge of District applications and services..

Knowledge of District security preventions and practices..

Knowledge of microcomputer hardware operating systems and interfaces with Windows OS..

Knowledge of student information systems.

Knowledge of assessment data construction, and facilities and other District data sources..

Knowledge of network equipment (hubs, switches, routers, wireless access points, etc.).

Knowledge of the use of the Internet Explorer and various browsers.

Knowledge of Remote Access.

Knowledge of microcomputer applications (spreadsheets, word processing, databases).

Knowledge and understanding of business processes.

Knowledge and understanding of telecommunication and voice telecommunications equipment is desirable.

Knowledge of wireless connectivity.

Skill in telephone and email professional protocol and customer service.

Skill in using electronic diagnostic tools and performing problem resolution analysis in a network environment.

Skill in creative and analytical thinking and problem solving.

Skill in effective organization of programs and training activities.

Skill in communicating technical terms and processes to non-technical people..

Skill in District standard help desk software..

Skill in quality customer service.

Ability to engage with District staff and other customers effectively.

Ability to organize, prioritize, have excellent follow through, and meet deadlines.

Ability to exercise good judgment and make decisions.

Ability to obtain, exchange, and clarify information and communicate technical information to technical and non-technical personnel.

Ability to move/lift up to 20 pounds, assemble, and set up equipment.

Ability to maintain confidentiality.

Ability to effectively participate as a team member.

Ability to work effectively with minimal supervision.

Ability to demonstrate reasonable, reliable, and regular attendance.

Ability to manage multiple priorities and to multi-task.

Ability to establish and maintain effective working relationships with a variety of people in a multi-cultural, diverse socio-economic setting.