Technical Client Service 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

Position Title:

Technical Client Service Specialist

Location:

Support Services Building A, 1425 East Warren, Detroit, MI 48207

Salary Range:

$44.605 - $59,072

Bargaining Unit:

N/A

Benefits Eligible:

Yes

Reports to:

Senior Director, Client Services

Telecommuting Eligibility:

Site-based. Not eligible for telecommuting

Position Summary:

The Technical Client Service Specialist is a key member of the Strategy Division's Client Services Team, serving as the first point of contact for staff and students seeking technical support. This role blends strong customer service with technical expertise to deliver efficient, professional, and empathetic assistance, ensuring a positive support experience for all stakeholders. Responsibilities include managing and resolving service requests through the district's service management system, troubleshooting hardware, software, and connectivity issues, and escalating complex matters when needed. The Technical Client Service Specialist is expected to maintain accurate documentation, support Information Technology Information Library ( ITIL) -aligned processes, and contribute to continuous improvement efforts, all while fostering trust and ensuring staff and students receive timely, reliable support that enables teaching and learning. The ideal candidate is customer-focused, detail-oriented, and able to combine technical problem-solving with effective communication. They have foundational Information Technology (IT) knowledge in software, device troubleshooting, and networking, can apply ITIL practices to enhance service quality, and are dedicated to building trust and improving technology support for the district.

Minimum Qualifications:

• Bachelor's degree in Information Technology, Business Administration or a related discipline.
• CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
• Minimum of three (3) years' experience in a technical support role (phone, remote or help desk), preferably within an educational environment.
• Proficiency in hardware, software, and peripheral troubleshooting for Windows, macOS, and mobile platforms.
• Knowledge of Windows and macOS operating systems and familiarity with Microsoft Office Suite.
• Experience with remote desktop tools, call management systems, and help desk software.
• Familiarity with service management tools and ticketing systems, with ability to document, route, and track requests.
• Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.
• Awareness of ITIL principles or equivalent service management practices.
• Strong problem-solving and analytical skills with focus on timely resolution and continuous improvement.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users clearly and effectively.
• Ability to document service requests, troubleshooting steps, and resolutions accurately in the help desk system.
• Effective interpersonal skills with the ability to collaborate across teams and departments.
• Active listening skills with the ability to identify customer needs and provide complete, accurate resolutions.
• Strong commitment to providing exceptional service to diverse stakeholders across the district.
• Ability to build trust and create positive service experiences for staff, students, and community members.
• Empathetic and patient approach to supporting end users with varying levels of technical skill.
• Knowledge of customer service principles and experience applying them in a support environment.
• Willingness to work flexible hours, including occasional evenings or weekends during peak times, to meet district needs.
• Ability to sit for extended periods while working on a computer.
• Occasional lifting and transporting moderately heavy objects, such as computers and peripherals.
• Occasional on-site visits to schools or district facilities to provide in-person technical support.
• Must have own transportation to travel to district locations when needed.

Essential Functions:

• Serve as the first point of contact for staff and students requesting assistance via phone, email, remote support tools, or the service management system.
• Diagnose and resolve hardware, software, and connectivity issues, escalating when necessary.
• Assist with installation, configuration, and basic maintenance of computers, mobile devices, and related peripherals.
• Support district-approved software applications, including troubleshooting access, updates, and functionality.
• Assist in monitoring district-wide IT systems and promptly alert appropriate teams when issues are detected.
• Accurately document issues, troubleshooting steps, and resolutions in the help desk system.
• Escalate more complex problems to Level 2 or specialized support teams, ensuring a smooth handoff and clear communication.
• Track and follow up on open tickets to ensure timely resolution and stakeholder satisfaction.
• Provide clear, professional communication to end users, ensuring technical concepts are easy to understand.
• Deliver concise instructions and training to users on common issues, empowering them to resolve minor problems independently in the future.
• Maintain confidentiality and data security standards when handling sensitive staff or student information.
• Work closely with other IT teams to share knowledge, troubleshoot complex issues, and improve support processes.
• Apply ITIL-aligned practices to ensure consistent, efficient service delivery.
• Contribute to professional development by staying current on district systems, new technologies, and best practices.
• Identify recurring issues and recommend process improvements to enhance efficiency and service quality.
• Achieve key performance metrics related to response times, resolution rates, and customer satisfaction.
• Meet annual objectives that focus on improving service efficiency, increasing customer engagement, and optimizing support operations.
• Provide on-site support at district schools and facilities as required, with reliable transportation to travel to multiple locations.

Security Clearance:

Internal Applicants

If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.

External Applicants

In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.

Method of Application:

Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.

Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.

Applicants requesting assistance during the application process should contact the Office of Human Resources via email at [emailprotected] or phone at [phone].

DPSCD does not discriminate on the basis of race, color, national origin, sex, disability and/or religion. Contact the Civil Rights Coordinator for more information at [phone] or detroitk12.org/compliance.

DPSCD does not discriminate on the basis of race, color, national origin, sex, sexual orientation, transgender identity, disability, age, religion, height, weight, citizenship, marital or family status, military status, ancestry, genetic information, or any other legally protected category, in its educational programs and activities, including employment and admissions opportunities.