Onsite IT Support Specialist

DPSCD Comp; Detroit (MI); On-site; USD 45,000 - 59,000; Full time

Job summary

Detroit Public Schools Community District is seeking a Technical Client Service Specialist to be the frontline for staff and students needing technical assistance. You will troubleshoot hardware, software, and connectivity, document resolutions, and escalate complex issues as needed.

The role requires IT knowledge across Windows, macOS, and mobile environments, strong communication, and a customer-focused approach.

Qualifications

• Bachelor's degree or higher in IT/related field
• CompTIA A+ or Microsoft Fundamentals certs preferred
• Minimum 3 years in technical support (phone/remote/help desk)
• Proficient in Windows/macOS/mobile troubleshooting
• Familiarity with ITIL or similar service management practices
• Ability to document and track requests clearly
• Strong verbal/written communication to non-technical users
• Willingness to work flexible hours including evenings/weekends
• Own transportation for on-site visits

Responsibilities

• Serve as first point of contact for staff and students seeking support
• Diagnose and resolve hardware, software, and connectivity issues
• Assist with installation/configuration of computers and peripherals
• Support district-approved software applications and access
• Monitor IT systems and alert teams to issues
• Document issues and resolutions in the help desk system
• Escalate complex problems to Level 2 support with clear handoffs
• Track open tickets and ensure timely resolutions
• Provide clear, concise instructions to end users
• Train users on common issues to enable self-resolution
• Maintain confidentiality and data security
• Collaborate with IT teams to improve processes
• Apply ITIL-aligned practices for consistent service
• Stay current with district systems and tech
• Identify recurring issues and suggest improvements
• Meet KPIs for response times, resolution, satisfaction
• Perform on-site support as needed with reliable transport

Skills

Customer service

IT troubleshooting

Hardware troubleshooting

Software troubleshooting

Networking basics

Communication

Documentation

Time management

Empathy

Problem solving

Staff training

Multi-location travel

Education

Bachelor's degree in Information Technology, Business Administration or related field

Certifications: CompTIA A+ or Microsoft Fundamentals

Tools

Remote desktop tools

Help desk software

Ticketing systems

Microsoft Office Suite

Job description

Detroit Public Schools Community District is seeking a Technical Client Service Specialist to be the frontline for staff and students needing technical assistance. You will troubleshoot hardware, software, and connectivity, document resolutions, and escalate complex issues as needed.

The role requires IT knowledge across Windows, macOS, and mobile environments, strong communication, and a customer-focused approach.