Title:Help Desk Support Specialist - IT Department., Provisional RB# 274

ID:9546

Department:Information Technology

Location:City Hall

Division:Civil Service

Type:Support Staff

Description

BUFFALO BOARD OF EDUCATION DEPARTMENT OF HUMAN RESOURCES ROOM 720 CITY HALL BUFFALO, NEW YORK 14202

RECRUITMENT BULLETIN # 24-274 February 28, 2025

BUFFALO BOARD OF EDUCATION VACANCY Civil Service City of Buffalo Residency Requirements will apply (The City of Buffalo Civil Service does not require residency within the City of Buffalo for Native Americans. The City of Buffalo Civil Service does require tribal enrollment or community recognition as a Native American)

POSITION: Help Desk Support Specialist - Provisional SALARY: $45,139 - $52,023 LOCATION: Information Technology Department, 807 City Hall, Buffalo, NY 14202 APPLICATION: Applications successfully received will generate a confirmation email to the account listed on the application. If you do not receive a confirmation email, we cannot guarantee that your application was received. You must submit an application until you receive a confirmation email. DISTINGUISHING FEATURES OF THE CLASS A Help Desk Support Specialist is the first and central point of contact for level-one support for users and vendors. The incumbent represents the department and will begin the process for reporting problems and service requests. The purpose of this position is to provide a personal contact for customers and to begin the resolution process to problems and inquiries. The incumbent must be well-informed on the processes of the department and with the departmental Standard Operating Procedures Manual. The Help Desk Support Specialist works with the department’s various computer systems, database, hardware, software, etc. and must be familiar with the personnel and their functions for problem referral. Response to callers must be within a reasonable amount of time and with complete customer satisfaction. Work is performed under strict guidelines and procedures and under the supervision of the Director or a designee. No supervisory duties are performed. TYPICAL WORK ACTIVITIES

• Performs all duties in accordance with the departmental Standard Operating Procedures manual and the specified Service Level Agreement

• Provides customers with first-level diagnosis and trouble­shooting of computer problems relating to software packages, basic hardware issues, word processing spreadsheets, accounting systems and specific applications

• Understands common problem inquiries to offer immediate solutions

• tracks all customer contacts, researches questions and issues, and resolves each interaction, to the customer’s satisfaction

• Escalates problems to second or third-level support personnel when appropriate, via proper escalation procedures

• dispatches calls to field technicians as required

• conducts follow-up checks to ensure that problems were resolved

• Documents all inquiries, calls, and contacts with details and sufficient information for support personnel

• Coordinates problem-solving efforts with support personnel, vendors, and users, as needed

• Regularly attends technical and communication training sessions

• applies new information to work processes

• prepares for new releases and roll outs to anticipate customer inquiries

• Attends staff meetings and maintains a record of information discussed

• Participates in special projects on an as needed basis

• Performs related duties as required.

  FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Good knowledge of computer hardware, software, networks and peripheral equipment

• Good knowledge of IT System capabilities and limitations and application of same

• Ability to operate a personal computer and utilize common office software programs

• Ability to analyze and problem-solve basic computer user hardware and software problems

• Ability to comprehend technical operator manuals

• Ability to learn new systems and technology

• Ability to understand and interpret written material

• Ability to effectively communicate both orally and in writing

• Ability to establish and maintain a good working relationship with others

• Tact; courtesy; integrity; good writing skills

• Physical condition commensurate with the duties of the position

  MINIMUM QUALIFICATIONS

• Associates Degree from a college, university or technical institute accredited by a regional, national, or specialized agency recognized as an accrediting agency by the U.S. Department of Education/U.S. Secretary of Education, in Computer Science or closely related field;

  OR

• Graduation from High School, GED or Equivalency Diploma and one year of full-time computer help desk experience directly related to the duties of this position;

  OR

  (C) A+ Certification and one year of full-time computer help desk experience performing duties directly related t the duties of this position.

  NOTE: Verifiable part-time experience will be pro-rated to meet full-time experience

  requirements. Proof of education must be presented a time of appointment.

  FINAL FILING DATE: March 7, 2024 APPROVED: Tami Hollie-McGee Chief of Human Resources

  T he Buffalo Public School District does not discriminate on the basis of an individual's actual or perceived race, color, creed, religion, religious practice, national origin, ethnic group, sex (including sexual harassment and sexual violence), gender identity, sexual orientation (the term "sexual orientation" means heterosexuality, homosexuality, bisexuality, or asexuality ), political affiliation, age, marital status, military status, veteran status, disability, weight, domestic violence victim status, arrest or conviction record, genetic information or any other basis prohibited by New York state and/or federal non-discrimination laws in its programs and activities and provides equal access to the Boy Scouts and other designated youth groups. Inquiries regarding the District's non-discrimination policies should be directed to HRCompliance@buffaloschools.org or to: Tami Hollie McGee, Chief of Human Resources 719 City Hall Buffalo, NY 14202 (716) 816-3579