Specialist I - Service Desk

ROLE AND 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 from an accredited institution or one year of relevant work experience (preferred)

Experience:

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

SPECIAL KNOWLEDGE AND SKILLS:

• Proficient with IT service management platforms
• Superior oral and written communication skills
• Knowledge and understanding of customer service frameworks & best practices
• 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:

• Promotes and maintains open and effective communication
• Promotes and maintains positive morale among department, district, and campus employees
• 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
• Continually look for ways to improve processes/procedures that result in increased efficiency
• 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
• 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
• Provide assistance and backup support to department secretary/reception area
• Perform other duties as may be assigned by supervisor and/or Director
• Occasionally work prolonged and/or irregular hours in order to ensure/restore department and/or district operations

WORKING CONDITIONS:

Mental Demands: Ability to communicate effectively (verbal and written); interprets policy, procedures, and data; coordinates district functions; maintains emotional control under stress.

Physical Demands/Environmental Factors: Occasional district-wide and statewide travel; occasional prolonged and irregular hours; frequent/prolonged sitting, standing, stooping, bending, kneeling, pushing and pulling; occasional lifting up to 51 pounds; prolonged use of computer and repetitive hand motions.