Helpdesk Technician

Customer Service Helpdesk Technician Bargaining Unit:Grand Rapids Association Education Office Personnel (GRAEOP) Pay Rate: $25.38/hour Earning Days:Determined by the negotiated calendar GRPS MISSION : Our mission is to ensure that all students are educated, self-directed and productive members of society. SUMMARY OF POSITION: The Customer Service Helpdesk Technician provides support to all Grand Rapids Public Schools' staff, students, parents, and approved partners on district-supported hardware, software, and systems. Support is provided over the telephone, via chat, e-mail and in person. The Helpdesk Technician will maintain documentation and logging activities and will provide oral and/or written reports to the supervisor regarding tasks in progress and completed. This position reports to the Coordinator of Management Information Services (MIS) Customer Service. ESSENTIAL JOB FUNCTIONS - Essential functions under the Americans with Disabilities Act may include any of the following duties, knowledge and skills. This list is illustrative only and is not a comprehensive listing of all functions and duties performed by employees in this position. Regular on time and in person attendance is an essential function of this job. Other essential functions may include, but are not limited to the following: JOB FUNCTIONS: Provides Helpdesk telephone, email, chat, and in-person support to all GRPS staff on all district-supported hardware, software, and systems. Uses remote control technologies to provide real-time troubleshooting and educational support of district-supported hardware and software. Perform specific one-on-one training regarding hardware and software use. Maintain Helpdesk system and database used for recording customer contacts, activities related to customer service, documenting problems and providing detailed technical information to MIS technicians. Maintain self-help documentation of district systems and processes for staff related to operating, maintaining, and troubleshooting hardware and software. Maintain a working knowledge of district supported software (i.e. productivity software, presentation software, instructional tools, payroll/financial/HR systems, student records systems, assessment systems, etc.), hardware, telecommunications systems, network systems, and standards. Serve as a departmental liaison for users of instructional and administrative technology. This involves listening to, analyzing, and solving customers' problems. If necessary, this work may include assigning problems to other personnel responsible for resolving the issue and making follow-up contact to ensure that problems are resolved in alignment with customer expectations. Provide task progress and completion data prepared in a professional manner to supervisor, MIS technicians, and other helpdesk personnel as required. Maintain a high level of technical knowledge and expertise through a continual education process, both formal and self-taught. Interact with co-workers, administration, students, parents and the community in positive, supportive and cooperative ways. Performs other tasks, as requested. This description describes the type and level of work performed by a person assigned to this position. It is not an exhaustive list of all duties and responsibilities required in the position. REQUIRED QUALIFICATIONS: Associate degree in computer science (or other similarly named degree) 2 years' experience working tech support in a call-center Or 3 years' experience working in tech support, two of those years of that in a call-center PREFERRED QUALIFICATIONS: Bilingual and fluent in Spanish Experience with specific applications and technologies preferred including the following: BMC Remedyforce, Microsoft Windows OS, Apple Mac OS, Apple iOS, Android OS, Chrome OS, Microsoft Office and Office 365, Microsoft Exchange, G Suite for Education, GoGuardian, wired and wireless networking, desktop and mobile browsers, Edupoint Synergy, Powerschool BusinessPlus, remote control software, hardware/software inventory solutions, Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Call Center Expre ADDITIONAL QUALIFICATIONS: The ability to manage multiple tasks simultaneously and work effectively under pressure with end-users at all skill levels. Effective oral and written communication skills. Demonstrated ability to work in a fast-paced team environment. Customer service focus with the ability to relate well with staff and the school community with professional communication and cooperation. Self-starting ability to research, test, and collect information on new ideas, concepts, hardware, software, or systems and possess a conceptual background in technical issues. Demonstrated ability to work with a variety of individuals in a problem-solving situation. Ability to identify the root causes of problems and apply permanent corrective actions to repair the problems. Ability to quickly learn new skills. Demonstrated ability to work in a diverse work environment. Demonstrated organizational and time management skills. ADA REQUIREMENTS: The physical demands, work environment factors, and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. PHYSICAL DEMANDS: While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk, hear (in a quiet or noisy environment). The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust/focus. WORK ENVIRONMENT: The noise level in the work environment is usually moderate. Work is performed indoors. MENTAL FUNCTIONS: While performing the duties of this job, the employee is required to compare, analyze, communicate both orally and in writing, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile and negotiate. METHOD OF APPLICATION: Grand Rapids Public Schools manages employment applications online. Applications must be completed online at https://grps.tedk12.com/hire. No hardcopy applications/resumes will be accepted for this position. Computer terminals are available in the GRPS Franklin Campus lobby from 8:00am - 4:00pm, Monday-Friday, for applicant use (Monday - Thursday during the summer). Non-Discrimination The Grand Rapids Public Schools will not discriminate against any person based on race, sex, sexual orientation, gender, gender identity and expression, height, weight, color, religion, national origin, age, marital status, pregnancy, disability, veteran or military status. Americans with Disabilities Act accommodations: Assistance with the application process may be requested through the Human Resources Department at 616 819-2022 or humanresourcesgrps.org