Client Services Specialist II

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

• 12-month position (260 days / year), 8 hours per day
• Daily Work Hours: TBD
  
  

For more information about employee benefits please go to: https://www.fcps.org/staff/benefits

Salary

• Technology Support Salary Scale T13: $37.46 per hour; starting
  
  

Under the Fair Labor and Standards Act this position is non-exempt from overtime. Actual salary placement will be in accordance with the salary procedures of the Frederick County Public School System. Please see linked salary scale for the full range

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 expert-level 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.
  
  

Provide information to users.

• Able to use superior customer service skills to explain technical information and procedures in laymen's terms.
• Communicate outages and issues with FCPS staff through an approved process and delivery mechanism.
• Interpret and explain regulations, procedures and related information in understandable language for the end user.
• Inform users of information technology services provided by FCPS.
• Maintain a strong understanding of common FCPS information technology (hardware, software, and networks).
• Develop informational and training materials.
  
  

Resolve Problems

• Work directly with users to resolve their technology related problems (hardware, software, and networks).
• Gather information, diagnose the user's needs, and conduct research to find correct solutions.
• Use diagnostic software programs to identify and resolve problems.
• 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 to the supervisor.
  
  

Perform technical work.

• Assign, maintain, and update user accounts and passwords on assigned FCPS systems.
• Quickly and effectively complete assigned software and hardware installations and perform updates/upgrades to resolve problems.
• Evaluate hardware and software performance under various applications, with different operating systems, hardware systems, and various hardware and software packages.
• Set-up and install technology equipment in various locations.
• Assist with Office type applications (MS Office, OpenOffice, GoogleApps, etc.) and provide high level training and support to improve the organizations overall proficiency in completing tasks using these applications.
• Troubleshoot PC/peripheral problems and provide technical support for all end-users regarding desktop computers, laptops, printers and related peripherals.
• Complete hardware maintenance and repairs on multiple makes and models of computers and peripherals.
• Troubleshoot basic network connectivity problems between the networked device and the network switch.
• Utilize a high level of expertise to perform work on complex problems and troubleshooting.
  
  

Provide Guidance And Assistance To Other Employees As Assigned.

• Analyze reports and statistics to make recommendations to supervisor.
• Schedule jobs and assignments for other department staff as appropriate.
• Act as a project lead performing project management duties as assigned.
• Provides orientation, mentoring and training for lower level staff.
  
  

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.
  
  

Performs Other Administrative Functions.

• 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.

• Capable of serving as a lead administrator of the current FCPS workflow management system, including offering recommendations to improve the effectiveness and efficiency of the application and related processes.
• Complete assigned work and projects effectively and efficiently, 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.
  
  

Required Qualifications

• Associate degree or equivalent experience.
• Minimum two (2) years of experience in technology help desk environment.
• Minimum five (5) years of field experience working in technology as related to using electronic test equipment needed to diagnose and repair technology related equipment.
• Certificate based on current accepted industry standards.
• Demonstrated ability to work effectively within a team environment and under pressure situations in the use and support of technology.
• Excellent communication (oral and written), interpersonal and problem solving skills.
• Demonstrated ability to install, maintain and troubleshoot technology currently being used in FCPS.
• Possession of a valid driver's license as job may require assignment to more than one location.
• Demonstrated experience developing and maintaining effective working relationships 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.
• Demonstrated ability to lead others.
• 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.
• Capable of performing the essential duties of the position with or without reasonable accommodations
• Regular and predictable attendance.
  
  

Preferred Qualifications

• Bachelor's degree.
• More than three (3) years current experience in technology help desk environment.
• Experience with technology in a K-12 school system environment that uses technology for both instruction and administration.
• Familiarity with FCPS policies, goals and programs.
  
  

FREDERICK COUNTY PUBLIC SCHOOLS IS AN EQUAL OPPORTUNITY EMPLOYER

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.