Help Desk Rep Sr

Orange County Public Schools-posted 2 days ago
Full-time • Mid Level
Orlando, FL
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Under general supervision, the purpose of the position is to perform district-based duties associated with training and supporting Organizational Applications and District Technology. Employees in this classification function at an operational capacity and perform a variety of duties including troubleshooting, technical support, and security functions. This position also serves as a technical resource for all district customers, staff, and personnel. Position may require providing guidance and/or handling issues of a more complex nature. Duties may be computer and/or technical assistance related.

  • Responds to internal and external customers in a timely, accurate, courteous and empathetic manner representing OCPS in a positive light.
  • Researches and analyzes service request to provide a solution or escalates to appropriate groups.
  • Reviews outstanding issues and keeps Customer Care Team informed of major trends in issues as they develop.
  • Issues and maintains data security for application access for every customer able to connect to application platforms and perform various functions.
  • Provides application system training to school and district level personnel; schedules and holds training classes for business, student, and technology applications.
  • Writes scripts and/or programs to automate tasks and updates as needed; trains appropriate personnel where needed.
  • Creates, programs, and modifies flat and relational database applications for use by employees to track and report information.
  • Maintains enterprise ticketing application; produces status reports for priority planning.
  • Investigates and troubleshoots on-line business and student system problems; responds to user’s complaints and offers solutions; initiates problem-solving methods where necessary.
  • Interprets and resolves problems resulting from business and student record conflicts; modifies student basic identification records as required.
  • Collects, inputs, and reviews records related to a specific project using distributed processing platforms, mainframes and personal computers; compiles reports based upon various computerized data.
  • Generate statistical reports using word processing and database software; runs routine and specialized reports; monitors reports and gives advice accordingly.
  • Installs and customizes distributed processing applications; trains and supports appropriate customer groups in the use of applications.
  • May provide assistance in the other areas within ITS Customer Care leading the day-to-day activities on an as needed basis.
  • Operates a computer to enter, retrieve, review, or modify data; utilizes word processing, database, and software programs.
  • Responsible for keeping up to date on current technology, as job appropriate, being used by OCPS.
  • With the support of the district, attends training to ensure skill level in various technologies is at the level required to perform in current position.
  • Responsible for timely and accurate information they maintain as part of their job responsibilities.
  • Performs related duties as directed.
  • Associate’s degree from an accredited institution with course work emphasis in information technology or computers
  • Five (5) years of previous experience and/or training involving business and student applications, networks, or any equivalent combination of related education, training and/or experience which provides the required knowledge, skills and abilities to perform the essential job functions.
  • Requires the ability to review, classify, categorize, prioritize, and/or analyze data and/or information.
  • Requires the ability to provide guidance, assistance, and/or interpretation to others on how to apply procedures and standards to specific situations.
  • Requires the ability to operate and control the actions of equipment, machinery, tools and/or materials requiring complex and rapid adjustments.
  • Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
  • Requires the ability to perform addition, subtraction, multiplication, and division; ability to calculate decimals and percentages; may require ability to utilize principles of fractions and/or interpret graphs.
  • Requires ability to apply principles of rational systems.
  • Ability to interpret instructions furnished in written, oral, diagrammatic, or schedule form.
  • Ability to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
  • Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving evaluation of information against measurable or verifiable criteria.
  • Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).
  • Some tasks require visual perception and discrimination.
  • Some tasks require oral communications ability.
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