Customer Service Support Specialist - IT Customer Service and Support JobID: 97038

• Position Type:

  Professional/Technical/ Customer Svc Support Spec

• Date Posted:

  3/5/2025

• Location:

  Instructional Support Center

• Date Available:

  03/10/2025

  Job Code: Customer Svc Support Spec - 030047 Standard Hours: 40 Department: IT Customer Service & Support - 282219 Empl Class: NA

  Minimum Salary: $37,646.00/Annually

  Maximum Salary: $62,410.00/Annually Scheduled Days: 245

  Target Openings: 1

     License and Certification Qualifications: Help Desk Institute (HDI) professional certification or industry standard preferred prior to employment and required within one year of employment. Microsoft Desktop Support certification preferred.Education Qualifications: High school diploma or equivalent required. Bachelor's degree in related field preferred.Experience Qualifications: Three years information management or related experience required. Experience with IT customer support help desk preferred.Skills Qualifications: Knowledge of general personal computer and laptop operation and troubleshooting; application/technical skills; working knowledge of telephone etiquette and strong written and oral communication skills; ability to ask probing questions and listen attentively to isolate and define incidents or service requests; technical aptitude and problem-solving capabilities in order to learn the operation of user applications and help desk tools; ability to monitor and follow up on open issues and prevent problems; possess business-like demeanor necessary to escalate issues when appropriate; ability to remain calm in stressful situations; ability to multitask between multiple technology issues; ability to analyze, understand, and take action regarding telephony reports; possess and maintain appropriate technical knowledge; ability to learn new information quickly in order to resolve issues relating to technology, hardware, software, and general networking problems; and ability to adapt to changing technology as the school system grows and evolves. Ability to read, understand, and fluently speak the Spanish language preferred.Primary Responsibilities: Responsible for providing efficient and effective technical support for local school staff, central office staff, and external users via the telephone, ticketing system, and/or e-mail. Ability to capture and record the required information to ensure all reported incidents are resolved or accepted by the next level of support in a timely manner.1. Assume responsibility for customer service and support incidents and service requests by providing timely, reliable, and courteous service to district staff and external users. a. Provide security and access for users to district technology which includes, but is not limited to, account creation, password related issues, and partial level 2 application navigation support. b. Provide level 1 and partial level 2 support for any district supported software applications. 2. Document and record all reported incidents and service requests in the current incident management or Information Technology Service Management (ITSM) application. a. Isolate each problem or service request at least down to category (i.e. local hardware component, network, system software, and specific applications), record problem symptoms, status information, and resolution. 3. Assist with special projects on an as needed basis, which may include user acceptance testing of new applications and version upgrades.4. Participate in ongoing application, hardware, and soft skill training classes to maintain knowledge and/or obtain required technical certifications. 5. Contribute to the continuous improvement and innovation of customer support delivery standards, objectives, and processes by providing customer feedback to developers and application owners for application issues and needed enhancements. a. Adhere to adopted district and industry best practices related to technology support and customer service.b. Interact with other departments and divisions when required, to assist in the development of project plans for new technology initiatives. 6. Handle telephone calls and provide backup for the infrastructure hardware school support team. a. Create incidents when those team members are not available.7. Escalate issues in a timely manner to the appropriate support personnel.8. Provide remote customer service during times when telework is required. Remote customer service includes but isn't limited to telephone and ticket support.9. Perform other duties as assigned.Physical Demands:While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk. The employee will be required to use hands to touch, handle, feel, and/or reach. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.