Field Support Specialist
Pittsburgh Public Schools
341 S. Bellefield Avenue
Pittsburgh,PA15213
Other - Position - Non-Certified
Job Number
4600293531
Start Date
Open Date
02/15/2024
Closing Date
05/15/2024
The Field Support Specialist is responsible for providing level 2 troubleshooting and warranty support to all district stakeholders. This includes but is not limited to troubleshooting and repairing desktops, laptops, tablets, visual learning devices, and other peripherals, submitting and completing warranty and non-warranty device repairs, stocking and repairing device lockers, and assisting other end-user team members as directed.
A Field Support Specialist will be successful in this position by supporting their assigned users in a generally geographic area with the essential job functions listed below. The process of identifying the work required for this position includes requests via the technology ticket system, Site-based requests, and warranty and repair logs.
Reports To
Director, End User Services
Salary
Technical-Clerical Level 14 ($3,887/Monthly)

FLSA Non-Exempt

12 Months
Qualifications
An associate degree in information sciences or equivalent relevant experience is required.

Obtaining manufacturer warranty certification is required.

Obtaining a Microsoft Modern Desktop Administrator Associate is preferred.

Excellent Customer Service in a school-based setting.

Strong experience working in a technology ticketing system.

Valid PA Driver?s License

Must be able to lift up to 50 pounds.

Expert in time management and organizational skills, willing to utilize resources to achieve results in a fast-paced environment.

A capacity to solve problems, stay organized, and manage multiple priorities.
Residency Requirements
City of Pittsburgh Residency Required
Essential Job Functions
Essential Job Functions:

-Provide level 2 technical support as needed to analyze and resolve user issues.

-Document issue resolution via the ticketing system.

-Repair broken and damaged devices and device lockers.

-Inventory and fill device lockers for sites.

-Identify and prepare drawings for the installation of visual learning products (e.g. Cleartouch).

-Coordinate and assist in the installation and setup of visual learning products.

-Work with schools and approved external vendors to identify and quote school-based purchases.

-Support the transition of devices during the summer months.

-Assist other End User Support team members as requested.
Secondary Job Functions:

-Provide level 2 technical support for the imaging process.

-Assist the Software Support Specialist with maintaining an up-to-date end-user application library.

-Responsible for managing end-user software licensing.

-Prepare and test deployment packages for approved operating system images and software applications.

-Responsible for building and testing deployment packages for approved software patches

-Document issue resolution via the ticketing system and escalate to level 3 resources as needed.

-Responsible for planning and submitting changes to the change management database.

-Assists in evaluating and implementing appropriate products and services that promote end-user computing, new technologies, and provision of services to meet department objectives.

-Acts as a liaison with other departmental teams to review and approve district software needs.

-Acts as a liaison with vendors and outside agencies to evaluate appropriate products.
The Pittsburgh Public Schools (PPS) does not discriminate on the basis of race, color, age, creed, religion, gender (including gender identity or expression), sexual orientation, ancestry, national origin, marital status, pregnancy or disability in its programs, activities, career and technical education programs or employment and provides equal access to the Boy Scouts and other designated youth groups. It is the policy of the Pittsburgh School District to make all services, programs and activities available and to provide reasonable accommodations to persons with disabilities. Please make requests for accommodations at least 72 hours before the scheduled event. For more information regarding accommodations, civil rights grievance procedures, please contact Employee Relations, Office of Human Resources, 341 S. Bellefield Ave, Pittsburgh, PA 15213 or 412-529-HELP (4357).