Tacoma Public Schools, WA
IT Technology Customer Service Specialist
Tacoma Public Schools, WA, Pasco, Washington, us, 99302
Salary:
See Position Description
Location :
Professional Development Center (PDC) 6501 N. 23rd St., WA
Job Type:
Full time
Job Number:
24-25-03517
Department:
Technology Services
Division:
Customer Service Center / TS
Opening Date:
09/13/2024
Closing Date:
9/19/2024 11:59 PM Pacific
Description
Tacoma Public Schools
Expected Start Date:
September, 2024
FTE:
1.0
Hours per day:
8
Salary Level:
PT 5 - Range $63,852/annually - $91,392/annually
This position is eligible for full Benefits offered.
Examples Of Duties
This position plays a vital role as the first point of contact for District technology issues; provides technical support and service to District staff related to hardware and software problems and inquiries; effectively diagnoses customer needs; ensures compliance with District, federal, state, and vendor guidelines; provides excellent customer service and information technology (IT) problem solving and support.
ESSENTIAL JOB FUNCTIONS
1. Provides District staff and other customers with logical trouble shooting, utilizing remote services, to resolve hardware and software problems, a wide range of account and application issues, and inquiries; achieves first point of contact resolution standards using IT and District protocols and applicable tools; plays essential role in driving overall customer satisfaction for the purpose of providing technical support and service.
2. Models good practices and coaching with District staff and customers; provides up-to-date information about hardware and software in use by the District; maintains current knowledge of technology trends and solutions; retains familiarity using knowledge based systems (KMS) to deliver technical support for the purpose of providing excellent customer service.
3. Collaborates effectively across District departments with District staff to bring resolution to questions, concerns, and a wide range of technical issues; responds in a timely and accurate manner; redirects and/or escalates issues, as needed, to technical support for the purpose of providing excellent customer service.
4. Tracks and maintains databases of inquiries, problems, and resolutions; meets IT goals and metrics in place to drive completion; performs post resolution follow-ups to determine customer satisfaction; creates custom reports; documents activities for technical support and service for the purpose of providing IT problem solving and support.
5. Monitors any required services level agreements to ensure compliance with applicable service level agreement.
6. Adheres to District technology standards/procedures; assists in the development of appropriate policies, user manuals, handbooks, and department procedures; assists in developing and preparing user handbooks and manuals for the purpose of providing technical support and services to District staff.
OTHER JOB DUTIES
1. Maintains and updates knowledge and skills required for success in the position by participating in professional development activities, as needed or assigned.
2. Assists appropriate technology services staff during peak workloads and absences; provides backup assistance for other technical support staff for special projects when assigned.
3. Performs related duties as assigned, on a temporary basis.
4. Regular, reliable, predictable attendance or physical presence is an essential job requirement and critical to the performance of the work.
CONDITIONS
Experiences frequent interruptions; exposed to video display; may work in confined areas; may be required to work extended and/or irregular hours; required to deal with, and defuse, if appropriate, difficult and sensitive situations and/or people; may be required to travel to District sites; exposed to confidential information; required to bend, squat, stoop, kneel, crouch, walk, twist, climb, and/or be mobile and move/lift heavy objects up to 20 pounds.
Minimum Qualifications
Education and Experience
High School graduation; technical training in computer science, or related field, preferred; three years working in technology; school environment, preferred; one-year experience in customer service; or any combination of experience and training which provides the applicant with the knowledge skills and ability required to perform the work.
Licenses/Special Requirements
Valid Washington driver's license with access to personal transportation.
Proof of training and/or certification, if applicable.
Fingerprints and successful WSP and FBI background clearance/sexual misconduct clearance.
Knowledge, Skills and Abilities
Knowledge of hardware and peripheral equipment.
Knowledge of troubleshooting Windows installation, maintenance, and support.
Knowledge of Technology Tools.
Knowledge of Office 365 Tools.
Knowledge of District applications and services..
Knowledge of District security preventions and practices..
Knowledge of microcomputer hardware operating systems and interfaces with Windows OS..
Knowledge of student information systems.
Knowledge of assessment data construction, and facilities and other District data sources..
Knowledge of network equipment (hubs, switches, routers, wireless access points, etc.).
Knowledge of the use of the Internet Explorer and various browsers.
Knowledge of Remote Access.
Knowledge of microcomputer applications (spreadsheets, word processing, databases).
Knowledge and understanding of business processes.
Knowledge and understanding of telecommunication and voice telecommunications equipment is desirable.
Knowledge of wireless connectivity.
Skill in telephone and email professional protocol and customer service.
Skill in using electronic diagnostic tools and performing problem resolution analysis in a network environment.
Skill in creative and analytical thinking and problem solving.
Skill in effective organization of programs and training activities.
Skill in communicating technical terms and processes to non-technical people..
Skill in District standard help desk software..
Skill in quality customer service.
Ability to engage with District staff and other customers effectively.
Ability to organize, prioritize, have excellent follow through, and meet deadlines.
Ability to exercise good judgment and make decisions.
Ability to obtain, exchange, and clarify information and communicate technical information to technical and non-technical personnel.
Ability to move/lift up to 20 pounds, assemble, and set up equipment.
Ability to maintain confidentiality.
Ability to effectively participate as a team member.
Ability to work effectively with minimal supervision.
Ability to demonstrate reasonable, reliable, and regular attendance.
Ability to manage multiple priorities and to multi-task.
Ability to establish and maintain effective working relationships with a variety of people in a multi-cultural, diverse socio-economic setting.
Supplemental Information
This job description is not an employment agreement or contract. District administration has the exclusive right to alter this job description at any time without notice. The statements contained herein reflect general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.
Tacoma Public Schools does not discriminate in any programs or activities on the basis of sex, race, creed, religion, color, national origin, age, veteran or military status, sexual orientation, gender expression or identity, disability, or the use of a trained dog guide or service animal and provides equal access to the Boy Scouts and other designated youth groups. The following employees have been designated to handle questions and complaints of alleged discrimination:
Civil Rights Coordinator: Renee Trueblood, 253-571-1252, civilrights@tacoma.k12.wa.usTitle IX Coordinator, Wayne Greer, 253-571-1191, wgreer@tacoma.k12.wa.us504 Coordinator, Elementary: Elise Friedrich-Nielsen, 253-571-1065, efriedr@tacoma.k12.wa.usMailing address: P.O. Box 1357, Tacoma, WA 98401-1357.
:
This job has the full range of benefits offered by Tacoma Public Schools.
01
ALL1: Do you certify under penalty of perjury under the laws of the State of Washington that your responses to the disclosure questions that you answer as part of your Candidate profile are true and correct as of the date of the application to this job requisition?
YesNo
02
ALL2: Do you certify that you meet each of the minimum qualifications for this specific position as outlined in the job description?
YesNo
03
ALL3: Do you certify that you are able and/or willing to perform each of the essential job functions of this position as outlined in the job description?
YesNo
04
Do you have technical or college/university level training in computer science or related field?
YesNo
05
Do you have three (3) years of experience working in technology, school environment preferred? Be sure this is detailed in your application and resume
YesNo
06
Do you have one (1) year of experience in customer service? Be sure this is detailed in your application and resume.
YesNo
Required Question
See Position Description
Location :
Professional Development Center (PDC) 6501 N. 23rd St., WA
Job Type:
Full time
Job Number:
24-25-03517
Department:
Technology Services
Division:
Customer Service Center / TS
Opening Date:
09/13/2024
Closing Date:
9/19/2024 11:59 PM Pacific
Description
Tacoma Public Schools
Expected Start Date:
September, 2024
FTE:
1.0
Hours per day:
8
Salary Level:
PT 5 - Range $63,852/annually - $91,392/annually
This position is eligible for full Benefits offered.
Examples Of Duties
This position plays a vital role as the first point of contact for District technology issues; provides technical support and service to District staff related to hardware and software problems and inquiries; effectively diagnoses customer needs; ensures compliance with District, federal, state, and vendor guidelines; provides excellent customer service and information technology (IT) problem solving and support.
ESSENTIAL JOB FUNCTIONS
1. Provides District staff and other customers with logical trouble shooting, utilizing remote services, to resolve hardware and software problems, a wide range of account and application issues, and inquiries; achieves first point of contact resolution standards using IT and District protocols and applicable tools; plays essential role in driving overall customer satisfaction for the purpose of providing technical support and service.
2. Models good practices and coaching with District staff and customers; provides up-to-date information about hardware and software in use by the District; maintains current knowledge of technology trends and solutions; retains familiarity using knowledge based systems (KMS) to deliver technical support for the purpose of providing excellent customer service.
3. Collaborates effectively across District departments with District staff to bring resolution to questions, concerns, and a wide range of technical issues; responds in a timely and accurate manner; redirects and/or escalates issues, as needed, to technical support for the purpose of providing excellent customer service.
4. Tracks and maintains databases of inquiries, problems, and resolutions; meets IT goals and metrics in place to drive completion; performs post resolution follow-ups to determine customer satisfaction; creates custom reports; documents activities for technical support and service for the purpose of providing IT problem solving and support.
5. Monitors any required services level agreements to ensure compliance with applicable service level agreement.
6. Adheres to District technology standards/procedures; assists in the development of appropriate policies, user manuals, handbooks, and department procedures; assists in developing and preparing user handbooks and manuals for the purpose of providing technical support and services to District staff.
OTHER JOB DUTIES
1. Maintains and updates knowledge and skills required for success in the position by participating in professional development activities, as needed or assigned.
2. Assists appropriate technology services staff during peak workloads and absences; provides backup assistance for other technical support staff for special projects when assigned.
3. Performs related duties as assigned, on a temporary basis.
4. Regular, reliable, predictable attendance or physical presence is an essential job requirement and critical to the performance of the work.
CONDITIONS
Experiences frequent interruptions; exposed to video display; may work in confined areas; may be required to work extended and/or irregular hours; required to deal with, and defuse, if appropriate, difficult and sensitive situations and/or people; may be required to travel to District sites; exposed to confidential information; required to bend, squat, stoop, kneel, crouch, walk, twist, climb, and/or be mobile and move/lift heavy objects up to 20 pounds.
Minimum Qualifications
Education and Experience
High School graduation; technical training in computer science, or related field, preferred; three years working in technology; school environment, preferred; one-year experience in customer service; or any combination of experience and training which provides the applicant with the knowledge skills and ability required to perform the work.
Licenses/Special Requirements
Valid Washington driver's license with access to personal transportation.
Proof of training and/or certification, if applicable.
Fingerprints and successful WSP and FBI background clearance/sexual misconduct clearance.
Knowledge, Skills and Abilities
Knowledge of hardware and peripheral equipment.
Knowledge of troubleshooting Windows installation, maintenance, and support.
Knowledge of Technology Tools.
Knowledge of Office 365 Tools.
Knowledge of District applications and services..
Knowledge of District security preventions and practices..
Knowledge of microcomputer hardware operating systems and interfaces with Windows OS..
Knowledge of student information systems.
Knowledge of assessment data construction, and facilities and other District data sources..
Knowledge of network equipment (hubs, switches, routers, wireless access points, etc.).
Knowledge of the use of the Internet Explorer and various browsers.
Knowledge of Remote Access.
Knowledge of microcomputer applications (spreadsheets, word processing, databases).
Knowledge and understanding of business processes.
Knowledge and understanding of telecommunication and voice telecommunications equipment is desirable.
Knowledge of wireless connectivity.
Skill in telephone and email professional protocol and customer service.
Skill in using electronic diagnostic tools and performing problem resolution analysis in a network environment.
Skill in creative and analytical thinking and problem solving.
Skill in effective organization of programs and training activities.
Skill in communicating technical terms and processes to non-technical people..
Skill in District standard help desk software..
Skill in quality customer service.
Ability to engage with District staff and other customers effectively.
Ability to organize, prioritize, have excellent follow through, and meet deadlines.
Ability to exercise good judgment and make decisions.
Ability to obtain, exchange, and clarify information and communicate technical information to technical and non-technical personnel.
Ability to move/lift up to 20 pounds, assemble, and set up equipment.
Ability to maintain confidentiality.
Ability to effectively participate as a team member.
Ability to work effectively with minimal supervision.
Ability to demonstrate reasonable, reliable, and regular attendance.
Ability to manage multiple priorities and to multi-task.
Ability to establish and maintain effective working relationships with a variety of people in a multi-cultural, diverse socio-economic setting.
Supplemental Information
This job description is not an employment agreement or contract. District administration has the exclusive right to alter this job description at any time without notice. The statements contained herein reflect general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.
Tacoma Public Schools does not discriminate in any programs or activities on the basis of sex, race, creed, religion, color, national origin, age, veteran or military status, sexual orientation, gender expression or identity, disability, or the use of a trained dog guide or service animal and provides equal access to the Boy Scouts and other designated youth groups. The following employees have been designated to handle questions and complaints of alleged discrimination:
Civil Rights Coordinator: Renee Trueblood, 253-571-1252, civilrights@tacoma.k12.wa.usTitle IX Coordinator, Wayne Greer, 253-571-1191, wgreer@tacoma.k12.wa.us504 Coordinator, Elementary: Elise Friedrich-Nielsen, 253-571-1065, efriedr@tacoma.k12.wa.usMailing address: P.O. Box 1357, Tacoma, WA 98401-1357.
:
This job has the full range of benefits offered by Tacoma Public Schools.
01
ALL1: Do you certify under penalty of perjury under the laws of the State of Washington that your responses to the disclosure questions that you answer as part of your Candidate profile are true and correct as of the date of the application to this job requisition?
YesNo
02
ALL2: Do you certify that you meet each of the minimum qualifications for this specific position as outlined in the job description?
YesNo
03
ALL3: Do you certify that you are able and/or willing to perform each of the essential job functions of this position as outlined in the job description?
YesNo
04
Do you have technical or college/university level training in computer science or related field?
YesNo
05
Do you have three (3) years of experience working in technology, school environment preferred? Be sure this is detailed in your application and resume
YesNo
06
Do you have one (1) year of experience in customer service? Be sure this is detailed in your application and resume.
YesNo
Required Question