Customer Service Helpdesk Technician

Grand Rapids Public Schools•Grand Rapids, MI

About The Position

The Customer Service Helpdesk Technician provides support to all Grand Rapids Public Schools’ staff, scholars, parents, and approved partners on district-supported hardware, software, and systems. Support is provided over the telephone, via chat, e-mail and in person. The Helpdesk Technician will maintain documentation and logging activities and will provide oral and/or written reports to the supervisor regarding tasks in progress and completed. This position reports to the Coordinator of Management Information Services (MIS) Customer Service.

Requirements

Associate degree in computer science (or other similarly named degree)
Two (2) years’ experience working tech support in a call-center
Or Three (3 ) years’ experience working in tech support, two of those years of that in a call-center
Ability to manage multiple tasks simultaneously and work effectively under pressure with end-users at all skill levels.
Strong verbal and written communication skills.
Demonstrated ability to work in a fast-paced team environment.
Customer service focus with the ability to relate well with staff and the school community with professional communication and cooperation.
Self-starting ability to research, test, and collect information on new ideas, concepts, hardware, software, or systems and possess a conceptual background in technical issues.
Demonstrated ability to work with a variety of individuals in a problem-solving situation.
Ability to identify the root causes of problems and apply permanent corrective actions to repair the problems.
Ability to quickly learn new skills.
Ability to work in a diverse work environment.
Demonstrated organizational and time management skills.
Regular on time and in person attendance is an essential function of this job.
Must be able to lift a minimum of 40 pounds.
Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

Nice To Haves

Bilingual and fluent in Spanish
Experience with specific applications and technologies preferred including the following: BMC Remedyforce, Microsoft Windows OS, Apple Mac OS, Apple iOS, Android OS, Chrome OS, Microsoft Office and Office 365, Microsoft Exchange, G Suite for Education, GoGuardian, wired and wireless networking, desktop and mobile browsers, Edupoint Synergy, Powerschool BusinessPlus, remote control software, hardware/software inventory solutions, Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Call Center Expre

Responsibilities

Provides Helpdesk telephone, email, chat, and in-person support to all GRPS staff on all district-supported hardware, software, and systems.
Uses remote control technologies to provide real-time troubleshooting and educational support of district-supported hardware and software.
Perform specific one-on-one training regarding hardware and software use.
Maintain Helpdesk system and database used for recording customer contacts, activities related to customer service, documenting problems and providing detailed technical information to MIS technicians.
Maintain self-help documentation of district systems and processes for staff related to operating, maintaining, and troubleshooting hardware and software.
Maintain a working knowledge of district supported software (i.e. productivity software, presentation software, instructional tools, payroll/financial/HR systems, scholar records systems, assessment systems, etc.), hardware, telecommunications systems, network systems, and standards.
Serve as a departmental liaison for users of instructional and administrative technology. This involves listening to, analyzing, and solving customers’ problems. If necessary, this work may include assigning problems to other personnel responsible for resolving the issue and making follow-up contact to ensure that problems are resolved in alignment with customer expectations.
Provide task progress and completion data prepared in a professional manner to supervisor, MIS technicians, and other helpdesk personnel as required.
Maintain a high level of technical knowledge and expertise through a continual education process, both formal and self-taught.
Interact with co-workers, administration, scholars, parents and the community in positive, supportive and cooperative ways.
Performs other tasks, as requested.