Help Desk

Help Desk #1047590

Job Description:

Position Summary:

• As a significant member of the Technology Division s Client Services team, the Technical Client Service Specialist will serve as the first point of contact for technical support requests for district staff and students.
• This role is responsible for providing efficient, professional, and effective IT support by diagnosing and resolving basic to moderately complex technical issues via phone or remote connection.
• The Technical Client Service Specialist will assist in managing service requests, troubleshooting hardware and software issues, and escalating unresolved issues to the next level of support as necessary.
• An ideal candidate for this role possesses a blend of technical skills, customer service expertise, and an understanding of the unique challenges in an educational environment.
• Candidate should have solid foundational IT knowledge, software expertise, basic networking fundamentals, and previous help desk experience.

Minimum Qualifications:

• Bachelor s degree in information technology, Business Administration or related discipline.
• CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
• Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment.

Top Skills:

• Technical degree preferred, or some college.
• Reliable transportation is a must.
• Strong technical skills and certifications (e.g., in networking, applications, Microsoft Office, troubleshooting, ITSM Tools, Incident documenting etc.)
• Must-have: Solid customer service experience (phone-based support preferred)
• Bi-lingual Spanish speaking candidates heavily preferred.

Technical Skills:

• Basic knowledge of Windows and macOS operating systems,
• Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite, Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting,
• Experience with remote desktop tools, call management and helpdesk software.

Communication:

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.
• Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system.

Physical Requirements:

• Ability to sit for extended periods while working on a computer.
• Occasional lifting and transporting of moderately heavy objects, such as computers and Peripherals

Work Environment:

• Fast-paced call center environment with a focus on customer service and technical support.
• May require occasional travel to different district sites for on-site support.
• Must have own transportation to travel to District locations when needed.

Essential Functions:

• First Point of Contact: Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and students, providing timely and courteous assistance.
• Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
• Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.
• Escalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.
• Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.
• User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
• System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.
• Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.
• Customer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators.
• Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.
• Performs other duties as assigned by supervisor.