Overview
On Site
Full Time
Skills
Help Desk
Computer Hardware
Database
ServiceNow
Management
Attention To Detail
Effective Communication
Customer Service
Communication
Technical Support
Remote Support
Problem Solving
Conflict Resolution
Community Relations
Training
Professional Development
Backup
Recovery
Job Details
Support/Hourly - Position - Technology
Job Number
Start Date
Open Date 05/01/2025
Closing Date
ROLE AND PURPOSE:
QUALIFICATIONS:
Education/Certification:
Experience:
SPECIAL KNOWLEDGE AND SKILLS:
MAJOR RESPONSIBILITIES AND DUTIES:
SCHOOL/ORGANIZATION CLIMATE
SCHOOL/ORGANIZATIONAL IMPROVEMENT
SCHOOL/COMMUNITY RELATIONS
PROFESSIONAL GROWTH AND DEVELOPMENT
MISCELLANEOUS
WORKING CONDITIONS:
Updated: HR - 10/2018
Duty Days 243
Additional Job Information
Start date will be July 1,2025
Pay Grade Technology 3
Job Number
Start Date
Open Date 05/01/2025
Closing Date
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. Update master database reflecting request and resolution.
QUALIFICATIONS:
Education/Certification:
- High School diploma or GED from an accredited institution required.
- Bachelor's Degree from an accredited institution preferred. Appropriate work experience may substitute in lieu of a bachelor's degree.
Experience:
- Three years successful experience with customer service and technical support either phone based or onsite.
SPECIAL KNOWLEDGE AND SKILLS:
- Proficient with ServiceNow management platform (or similar).
- Superior oral and written communication skills.
- Knowledge and understanding of customer service frameworks & best practices.
- 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.
MAJOR RESPONSIBILITIES AND DUTIES:
SCHOOL/ORGANIZATION CLIMATE
- 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.
SCHOOL/ORGANIZATIONAL IMPROVEMENT
- 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 (Tech Specialist, vendor, Director, etc...).
- Continually look for ways to improve processes/procedures that result in increased efficiency.
- Timely and accurately initiate and track parts orders with multiple manufacturers.
- Accurately maintain records and reports as specified by supervisor and/or Director.
SCHOOL/COMMUNITY RELATIONS
- Support parents, students, and former employees with tech related issues as deemed appropriate.
- Appropriately communicate with outside vendors/contractors when applicable.
- Consistently follow up with users to insure a satisfactory resolution was accomplished.
PROFESSIONAL GROWTH AND DEVELOPMENT
- 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 the District and all users.
MISCELLANEOUS
- 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 50 pounds
- Prolonged use of computer and repetitive hand motions.
Updated: HR - 10/2018
Duty Days 243
Additional Job Information
Start date will be July 1,2025
Pay Grade Technology 3
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.