What are the responsibilities and job description for the Client Services Specialist I position at Frederick County Public Schools?
PROBATIONARY EMPLOYEES ARE NOT ELIGIBLE TO APPLY FOR VACANCIES OR PROMOTIONS DURING THEIR PROBATIONARY PERIOD
All education provided on your application must be supported by attaching a scanned copy of your high school diploma, transcription or college/university transcript.
Work Year Calendar and Hours
Salary
Role
The primary function of this position is to provide phone and email support to users to resolve questions and problems related to information technology and to perform skilled work in the support for computers, related peripherals and computer networks by installing, maintaining and repairing hardware and software and basic network connectivity. Reporting directly to the Supervisor of Technology Support, the Client Services Specialist I, this position falls under the Department of Technology Infrastructure's, Technical Support division.
Essential Functions
Provide user support and customer service by assisting users by phone and email to resolve problems.
THIS JOB DESCRIPTION HAS BEEN WRITTEN TO INDICATE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY AN EMPLOYEE HOLDING THIS POSITION. IT IS NOT WRITTEN TO INCLUDE OR BE INTERPRETED TO INCLUDE A COMPREHENSIVE INVENTORY OF ALL DUTIES, RESPONSIBILITIES, AND QUALIFICATIONS REQUIRED OF THE EMPLOYEE. NOTHING IN THIS DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES OR ADD REQUIRED QUALIFICATIONS AT ANY TIME.
All education provided on your application must be supported by attaching a scanned copy of your high school diploma, transcription or college/university transcript.
Work Year Calendar and Hours
- 12-month position (260 days / year), 8 hours per day
- Daily Work Hours: TBD
Salary
- Support Salary Scale Grade T07: $31.38 per hour; starting
Role
The primary function of this position is to provide phone and email support to users to resolve questions and problems related to information technology and to perform skilled work in the support for computers, related peripherals and computer networks by installing, maintaining and repairing hardware and software and basic network connectivity. Reporting directly to the Supervisor of Technology Support, the Client Services Specialist I, this position falls under the Department of Technology Infrastructure's, Technical Support division.
Essential Functions
Provide user support and customer service by assisting users by phone and email to resolve problems.
- Respond to incoming requests from users on daily questions and problems.
- 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.
- Explain technical information and procedures in laymen's terms.
- Interpret and apply regulations, procedures, and related information.
- Inform users of information technologies and services provided by FCPS.
- Maintain working knowledge of common FCPS information technology (hardware, software, and networks).
- Assist in development of informational and training materials.
- Resolve problems.
- Work directly with end-users to resolve the problem related to information technology (hardware, software, and networks).
- Gather information, diagnose the end-user's needs, and conduct research to find applicable solutions.
- Follow-up with the end-user to confirm that the solution was effective in solving their issue.
- Refer unresolved problems or questions to appropriate staff using established procedures.
- Identify and escalate situations requiring urgent attention by supervisor.
- Assign, maintain, and update user accounts and passwords on assigned FCPS systems.
- Perform software updates and upgrades to resolve problems.
- Set-up and install technology equipment including desktop computers, laptops, printers and related peripherals.
- Install system approved software and performs updates/upgrades.
- Evaluate hardware and software performance under various applications, with various operating systems, hardware configurations and software combinations.
- Troubleshoot PC/peripheral problems and provide technical support regarding the use of desktop computers, laptops, printers, related peripherals, and local and wide area networks.
- Complete assigned software and hardware installations.
- Complete hardware maintenance and repairs on computers and printers.
- Troubleshoot basic network connectivity problems between the networked device and the network switch.
- Assist with basic MS Office type applications (MS Office, Open Office, Google Apps, etc.) questions and issues and provide training and support to improve the organizations overall proficiency in completing tasks using these applications.
- Provide technical expertise and support.
- Communicate unresolved technical issues to supervisor in a timely manner.
- Assist in the implementation of new technology initiatives.
- Assist in the evaluation of new PC and peripheral hardware.
- Identify future applications of technology and promote new technologies to address school system needs.
- Identify cost saving technologies and processes.
- Work safely, efficiently and effectively with minimal supervision.
- Provide backup assistance to other technicians.
- Develop and maintain effective working relationships with co-workers, system users, and outside vendors and consultants.
- Provide training and support to functional end users and other core team members.
- Identify and recommend future applications of technology and promotes new technologies to address school system needs.
- Maintain processes that ensure integrity and security of FCPS data and technology systems.
- Highly proficient in the use of the current FCPS workflow management system to complete and track repair requests.
- Assist in the administration of the current FCPS workflow management system.
- Complete assigned projects including requirements analysis, quality control, implementation and development activities, and system documentation.
- Update existing records and databases to maintain accurate information.
- Assist in the collection, comparison, and analysis of data to improve performance of equipment and customer support.\
- Inform supervisor of issues that could impact security of FCPS networks and technology systems.
- Participate in technology training.
- Attend meetings and training to maintain and upgrade skills and/or certification required for the position.
- Performs other duties as assigned by the Supervisor of Technology Support.
- High school degree supplemented with formalized coursework in technology and computer systems.
- Certificate based on current accepted industry standards.
- Minimum one (1) year current experience in technology help desk environment.
- Minimum two (2) years field experience working in the field of PC and peripheral troubleshooting and repair.
- Demonstrated ability to install, maintain and troubleshoot technology currently being used in FCPS.
- Demonstrated ability to work within a team environment and under pressure situations.
- Demonstrated ability to think logically and solve problems.
- Excellent communication (oral and written), interpersonal and problem solving skills.
- Demonstrated experience developing and maintaining an effective working relationship with co-workers, system users, software vendors, and outside consultants.
- Demonstrated ability to meet deadlines and work independently and safely with minimal supervision.
- Ability to use keyboard and other technology devices for sustained periods of time.
- Ability to move computer technology equipment weighing up to 40 pounds.
- Ability to climb and work from a ladder and work in confined spaces.
- Ability to work overtime as required and to respond to emergency technology work requirements.
- Possession of a valid driver's license as job may require assignment to more than one location.
- Capable of performing the essential duties of the position with or without reasonable accommodations.
- Regular and predictable attendance.
- Associate's degree with coursework in computer systems or equivalent training/experience in a related field.
- Two (2) years current experience in technology help desk environment.
- One (1) year work experience with technology in a K-12 school system environment that uses technology for both instruction and administration.
- Experience assisting end users in a technology environment.
- Familiarity with the FCPS policies, goals and programs.
THIS JOB DESCRIPTION HAS BEEN WRITTEN TO INDICATE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY AN EMPLOYEE HOLDING THIS POSITION. IT IS NOT WRITTEN TO INCLUDE OR BE INTERPRETED TO INCLUDE A COMPREHENSIVE INVENTORY OF ALL DUTIES, RESPONSIBILITIES, AND QUALIFICATIONS REQUIRED OF THE EMPLOYEE. NOTHING IN THIS DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES OR ADD REQUIRED QUALIFICATIONS AT ANY TIME.
Salary : $31