Lead Field Service Support Technician

This exam is open to all qualified candidates and is considered an open entrance list.

Practical Examination: Weight 100%

Qualified candidates will be notified by Human Resources via email of the test, after the posting is closed and all the applications are screened.

A civil service eligible list will be created from this posting and remain in use for all Lead Field Services Support vacancies that occur in this title for a year from the date of the exam. Eligible candidates will be notified of the testing date via e-mail after applicants have been screened for minimum qualifications.

Job Summary

Provide technical direction and coordinate the work of several Field Service Support Technicians and perform advanced level field service support technical work.

Department

Technology Services

Minimum Qualifications

• High school graduation,
• Completion of a two-year technical school program in microcomputer, network or data/learning system technology or related technical training and three years of hands on work experience in the technical field involving the installation, trouble shooting and maintenance of Widows and Apple hardware, software, peripherals, operating systems and local area network environments, or equivalent work experience

Preferred Qualifications

• Experience as team leader.
• Windows or Apple desktop support certified.
• Experience working in an educational environment.

Knowledge, Skills and Abilities

• Considerable knowledge of local area networks and related technologies.
• Excellent skills working with Microsoft Office products, Dell and Microsoft equipment and other hardware and software industry standards.
• Excellent communication skills, verbal written and listening, including the ability to communicate effectively with individuals of varying levels of technology knowledge and skills.
• Good customer service and problem solving skills.
• Considerable ability to coordinate and monitor work, provide training and technical guidance and to motivate the members of a team.
• Considerable ability to interact effectively with both building and district staff representing diverse cultural, ethnic and socioeconomic backgrounds.
• Considerable ability to analyze complex technical field support issues and problems.
• Considerable ability to respond to multiple tasks and changing priorities.
• Considerable ability to work with minimal supervision.
• Ability to read, understand and follow technical and instructional documentation.
• Ability to work with detailed information.
• Ability and willingness to learn new technical skills relating to field service support functions.
• Ability to handle multiple tasks and respond to changing priorities.
• Ability to safely lift and carry objects weighting fifty-five pounds.
• Ability to crawl under furniture to make computer connections.
• Ability to climb stairs.
• Ability to work in confined spaces.
• Must have access to a reliable means of transportation in order to travel to multiple sites during the day.

Responsibilities

The essential functions include, but are not limited to, the following fundamental job duties:

• The Lead Field Service Support Technician will provide work coordination and leadership and technical guidance to a region-oriented Field Service Support Technician team and in addition perform the daily field service support responsibilities, including providing in person technical support by troubleshooting hardware, software, networking, telephony and other technological equipment; diagnose and solve problems; perform maintenance and support other technology issues as assigned. Specific duties performed include the following:
• Coordinate the daily work assignments of a Field Service Support Technician team; provide technical direction; train staff on work functions; monitor work and provide input on the work performance of staff to the Technology Services Manager
• Maintain a high level of employee morale within the team
• Ensures performance of a Field Service Support Technician team within Information Technology guidelines, standards and policies
• Ensures adequate Field Service Support Technicians' response time to service tickets within Service Level agreements and Operational Level Agreement
• Assign, schedule and load balance the Field Support Specialists team work and service tickets
• Assist in the professional and technical development of Field Service Support team members enabling them to set technical goals, monitor, mentor, coach, and assist team members to deliver quality support
• Resolve daily issues of a complex scope that impact the team and overall business objectives
• Install, maintain, configure and troubleshoot district computers, peripherals and technology equipment to the Information Technology Department approved standards
• Create, track, resolve and close tickets of daily work
• Respond to customer field support tickets via the level one or two Service Desk and/or Lead Support Specialist assigned tickets and according to the Service Level Agreement.
• Follow guidelines, policies in the Standard Operating Procedures manual, the Service Level Agreement and the Operating Level Agreement of the Information Technology Department.
• Attend meetings, trainings, and undergo certification processes required by the Information Technology Department
• Keep track of time spent working on tickets in the Service Desk System.
• Provide detailed notes in the ticket work log.
• Gather information in order to understand the business impact of each service call.
• Troubleshoot basic and complex customer issues as routed by Service Desk.
• Read and follow technical manuals, maintain knowledge on current industry trends, and follow the Service Desk knowledge base articles in daily operation.
• Install new technologies.
• Move technology from one location to another.
• Add new components to existing systems.
• Make changes or adjustments to existing systems such as performing upgrades and maintenance work.
• Provide regular updates to the Service Desk Support Technician who must maintain Total Contact Ownership for each customer case.
• Complete physical inventories of computer equipment.
• Contribute to the District's inclusive workplace efforts by fostering a safe, welcoming and respectful environment.
• Perform other duties as assigned.

Pay, Benefits and Work Schedule

This is 12 month position working 40 hours per week.

Salary and benefits are in accordance with the AFSCME negotiated labor agreement. The labor agreement and salary schedule can be found at https://www.spps.org/Page/33566 .

Benefits are available to new employees after 30 days of active employment. Benefits include medical insurance, life insurance, sick leave, pension plan, tax-free retirement account, and flexible spending account. Some employee groups also receive vacation, dental insurance and disability insurance. A benefits summary is available at https://www.spps.org/Domain/13220 .

How to Apply

To be considered further, please apply for this position and attach a resume and cover letter to your online application.

The Human Resource Department will review your application materials and contact you regarding the next steps.

To attach additional documents to your online application, click on the "Additional Attachments" link from the applicant homepage and upload your documents as attachments. Valid file extensions for attaching a document include .doc, .txt, .rtf, and .pdf.

This posting will close on March 1st, 2023.

Other Information

Transcript - Unofficial transcripts are accepted at the time of hire. You must submit official transcripts within 30 days of your start date. Formal credential evaluation is required for post-secondary education completed outside of the United States.

Veteran's Preference - If you are an eligible veteran applying for a job where veteran's preference applies and wish to claim Veterans Preference you must submit a legible copy of your DD214 to the Human Resource Department with your employment application. If your claim is approved, five or ten additional points will be added to your final passing score.

Criminal Background Investigation and Reference Checks - Reference checks and a criminal background investigation will be completed as a condition of hire for all new employees and for former employees who have not been employed by the District for more than six months

Essential Functions

Essential functions are job duties that the individual holding the position must be able to perform unaided or with the assistance of a reasonable accommodation through the Americans with Disability Act (ADA) and the Americans with Disability Amendments Act (ADAAA). The essential functions are typical duties as outlined under Responsibilities.

Regular and reliable attendance.

May be exposed to various cleaning products.

Equal Employment Opportunity

Saint Paul Public Schools is an equal opportunity employer and supports an inclusive workplace environment.

Equity Statement

SPPS is committed to an equitable workforce where all employees represent this commitment through equitable practices in their job position.