Specialist, Technology Service Desk

To provide excellent training, support and documentation to instructional and non-instructional personnel staff to best accomplish the goals of the District’s Mission, Vision, and Core Values.

QUALIFICATIONS:

• Requires extensive experience of District computer software programs (e.g. e-mail system, PDF products, Student Information System, and Business Systems).

• Minimum of three (3) years of service call center experience.

• Minimum of three (3) years’ experience training customers how to use computer software and hardware.

• Life experience, industry knowledge, training, certification and other education may be considered as a replacement for minimum qualifications.

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge in the operation of computers and peripheral equipment related to assignments. Works as a team member. Demonstrates working knowledge of basic to moderately complex hardware and software products. Strong communication skills and problem solving/troubleshooting skills.  Must be able to explain the technical complexities of software effectively. Must possess strong organizational skills.

REPORTS TO:

Data Center Operations Supervisor 

PERFORMANCE RESPONSIBILITIES:

1. Responsible for answering and monitoring the Service Desk phone and email to provide technology support in a courteous, effective, and prompt manner.

2. Responsible for troubleshooting password and configuration issues for customers via phones, email, and remote access.

3. Initiates and closes problem management records related to the district’s computerized informations systems and network access.

4. Responsible for level 1 and level 2 software and hardware support. Identifies and escalates problems to level 3 support when necessary.

5. Monitor District systems to ensure connectivity of all servers, shared software, and other applications.

6. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention.

7. Maintains knowledge database and call tracking database to identify issues and enhance problem resolutions.

8. Provide technical advice, guidance and training to customers using hardware and software programs.

9. Design training material and other documentations such as handouts, manuals, and exercises as needed.

10. Monitor and troubleshoot availability of virtual hosts and virtual machines, configure all new implementations, and develop processes and procedures for ongoing management of the virtual server environment.

11. Deliver training to customers either in a group classroom setting, on-line through e-learning, virtual environment, or on a one-on-one basis.

12. Evaluate the effectiveness of trainings and course outcomes.

13. Participate in workshops and trainings to update skills.

14. Maintain work area in a safe and secure manner.

15. Use positive, effective interpersonal communication skills.

16. Maintain confidentiality regarding school/workplace matters.

17. Meet and deal effectively with staff members, administrators and other contact persons using tact and good judgment.

18. Exhibit interpersonal skills to work as an effective team member.

19. Model and maintain high ethical standards.

20. Represent the district in a positive and professional manner.

21. Demonstrate initiative in the performance of assigned responsibilities.

22. Communicate effectively with staff and administration.

23. Keep supervisor informed of potential problems or unusual events.

24. Follow federal and state laws as well as School Board policies, rules and regulations.

25. Demonstrate support for the school district’s mission, vision, core values, and its priorities.

26. Prepare all required reports and maintain all appropriate records.

27. Maintain subject matter expert (SME) level of expertise in alerting and monitoring technologies and industry best practices to fulfill project goals and objectives.

28. Perform other tasks consistent with the goals and objectives of this position.

PHYSICAL REQUIREMENTS:

Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force as frequently as needed to move objects.

TERMS OF EMPLOYMENT:

Salary and benefits shall be paid consistent with the District’s approved compensation plan.  Length of the work year and hours of employment shall be those established by the District. 

EVALUATION:               

Performance of this job will be evaluated in accordance with provisions of the Board’s policy on evaluation of personnel.

Board approved:

06/24/2014

Revised:

05/22/2018

SALARY SCHEDULE: SUPPORT

PAY GRADE: 33

SHORT TITLE: SUP227

STATE JOB CODE: 82033