1 IT Service and Support Agent Job in Hagerstown, MD

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IT Service and Support Agent

Washington County Public Schools

Hagerstown, MD | Full Time

$47k-58k (estimate)

1 Month Ago

IT Service and Support Agent

$47k-58k (estimate)

Full Time 1 Month Ago

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Washington County Public Schools is Hiring an IT Service and Support Agent Near Hagerstown, MD

JobID: 8220

Position Type:
Administrators and Supervisors

Date Posted:
3/8/2022

Location:
Center for Education Services

Closing Date:
03/21/2022

IT Service and Support Agent
Category 2 on the A & S Salary Scale, 12-month work year
Salary Range: $71,820- $109,281
Deadline: March 21, 2022
Role Overview
The IT Service and Support Agent provides phone, email, and service-desk support at a high level of expertise and customer service to resolve questions and problems related to information technology. The position also performs work at a high level of expertise by installing, maintaining, troubleshooting, repairing and supporting hardware, software, and basic network connectivity. In conjunction with the Helpdesk team, identifies and prioritizes end-user training needs and supports the development and planning of training programs. Coordinates and presents training to WCPS employees on a variety of applications.
Minimum Requirements

Associates Degree or equivalent certifications/training/experience in information technology, computer science, or related field.

CompTIA A certification or obtain within six (6) months of hire date.

Minimum one (1) year of experience in technology help desk environment.

Active Directory administration experience including creating user accounts, assigning group memberships, resetting passwords, and applying and troubleshooting user, group and file permissions.

Excellent understanding of desktop support and previous customer service experience.

Demonstrated understanding of TCP/IP and Ethernet technology including basic networking principles, including network troubleshooting (both in theory and in practice) for connectivity issues such as DHCP, DNS, use of tools such as PING, NSLOOKUP and NETSTAT.

Demonstrated knowledge of various desktop / mobile operating systems and hardware technologies including software / hardware troubleshooting and component replacement.

Ability to troubleshoot in a high-level systematic way.

Ability to identify symptoms and research cause.

Ability to understand processes to test and ability to place those proven changes into production.

Ability to use creativity and innovation to automate and streamline processes, procedures and increase the efficiency of first-call closures rates.

Demonstrated ability to meet deadlines and work independently with minimal supervision.

Excellent communication skills both written and oral.

Ability to work off-hours as needed/required.

Perform the essential duties of the position with or without reasonable accommodations.

Preferred Qualifications

Bachelor’s Degree in an Information Technology related area.

More than three (3) years of current experience in a technology help desk environment.

Experience with and demonstrated ability to use desktop management software (such as SCCM) to gather inventory, run reports and remotely access, troubleshoot and repair end-user problems.

Certifications in Microsoft tools and technologies.

Certification and or certified training in Microsoft SCCM.CompTIA Network certification.

MAC, IOS/iPad, Chrome book and other mobile operating systems experience including.

Work experience in K-12 educational setting.

Familiarity with the WCPS policies, goals and programs.

Role Responsibilities

Respond to incoming requests from users on daily questions and problems.

Use superior customer service skills to explain technical information and procedures appropriately and ensure user satisfaction at every step of problem resolution.

Accurately log and document all help desk contacts using established procedures.

Follow up on referrals using established procedures to ensure user satisfaction.

Assign, maintain, and update user accounts and passwords on assigned WCPS systems.

Gather information, diagnose the user’s needs, and conduct research to find correct solutions.

Using desktop management software or other tools and available technologies, work directly with end users to troubleshoot and resolve onsite and remote technology related problems and provide technical support for all end-users regarding desktop computers, mobile devices, applications, printers and related technology and IT provided services.

Refer unresolved problems or questions to appropriate staff using established procedures and schedule jobs, work order and assignments for other department staff as appropriate.

Communicate outages and issues with WCPS staff through an approved process and delivery mechanism.

Based on trends and analysis, identify, prioritize and support the development of appropriate technology training programs for WCPS employees on a variety of applications.

Coordinate and present training to WCPS employees on-site and remotely, as appropriate, in order to ensure training needs are met and employees are provided with the appropriate knowledge base to function effectively with the technology necessary to perform their jobs. Training may include but not be limited to Human Resources, Finance, Bookkeeping, and Student Information Systems applications.
Evaluate training effectiveness and modify as appropriate.

Evaluate hardware and software performance and interoperability under various applications, with different operating systems, hardware systems, and various hardware and software packages.

Complete assigned work and projects effectively and efficiently, including requirements analysis, quality control, implementation and development activities, and system documentation.

Assist with applications (MS Office, OpenOffice, GoogleApps, etc.) and provide high-level training and support to improve the organization’s overall proficiency in completing tasks using these applications.

Complete hardware / software maintenance, upgrades, installations and repairs on multiple makes and models of computers, mobile devices, operating systems and peripherals.

Troubleshoot network connectivity problems between the networked device and the network switch using various tools.

Analyzes reports and proactively resolves problems.

Maintain a strong understanding of common WCPS information technology (hardware, software, and networks).

Remain current and competent by learning new technologies and obtaining certifications as requested by management and/or as identified by the employee and mutually agreed to by the supervisor.

Performs other duties as required.

Environmental Factors and Physical/Mental Requirements
The Environmental Factors and Physical/Mental demands represent 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.

Required prolonged periods sitting at a desk and working on a computer and other office equipment.

Ability to sufficiently move throughout the building and grounds.

Must have the use of sensory skills in order to effectively communicate and interact with students, other faculty, staff, and parents as normally defined by the ability to see, read, talk, hear.

Maintain emotional control under stress.

Ability to travel district-wide and state-wide if needed.

Ability to work prolonged and irregular hours.