Lead Customer Service Helpdesk Technician

Grand Rapids Public Schools-posted 3 months ago
Grand Rapids, MI
1,001-5,000 employees
Administration of Human Resource Programs
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The person serving in this position provides support to all Grand Rapids Public Schools staff on all district-supported hardware, software, and systems. Support is provided over the telephone, via chat, e-mail, and in person. This person will lead, review, and report on the work of Helpdesk technicians in creating and maintaining processes and procedures addressing all aspects of front-line customer support. This helpdesk technician will use leadership, teamwork and initiative in the course of normal job responsibilities. This involves maintaining documentation and logging activities. The position includes providing oral and/or written reports to the supervisor regarding group tasks in progress and completed.

  • Provides Helpdesk telephone, email, chat, and in-person support to all GRPS staff on all district-supported hardware, software, and systems.
  • Utilizes remote control technologies to provide real-time troubleshooting and educational support of district-supported hardware and software.
  • Performs specific one-on-one training regarding hardware and software use for any GRPS staff.
  • Maintains Helpdesk system and database used for recording customer contacts, activities related to customer service, documenting problems, and providing detailed technical information to MIS technicians.
  • Maintains self-help documentation of district systems and processes for staff related to operating, maintaining, and troubleshooting hardware and software.
  • Maintains a working knowledge of district supported software, hardware, telecommunications systems, network systems, and standards.
  • Leads Helpdesk technicians by modeling exceptional customer service, assisting with difficult support scenarios, and recommending adjustments to improve customer service and team cohesion.
  • Coordinates unified communication among Helpdesk technicians to provide support with fidelity in a timely, professional manner.
  • Provides Helpdesk technicians' perspective in project planning, problem troubleshooting and resolution, and departmental process review.
  • Serves as a departmental liaison for users of instructional and administrative technology, which involves listening to, analyzing, and solving customers' problems.
  • Assigns 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.
  • Provides task progress and completion data prepared in a professional manner to supervisor, MIS technicians, and other helpdesk technicians as required.
  • Maintains all Helpdesk technicians' task progress and completion data and prepares reports in a professional manner for supervisor, MIS technicians, and other stakeholders as required.
  • Maintains a high level of technical knowledge and expertise through a continual education process, both formal and self-taught.
  • Interacts with co-workers, administration, scholars, parents and the community in positive, supportive and cooperative ways.
  • Performs other duties as assigned.
  • Associate Degree in Computer Science or related field or 2 years work experience in a technology support position.
  • Two (2) years of experience supporting customers over the telephone in a helpdesk call-center setting.
  • Skill in leadership, organization, and time management.
  • Skill in operating specific applications and technologies preferred, including 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 Express.
  • Ability to manage multiple tasks simultaneously and work effectively under pressure with end-users at all skill levels.
  • Ability to effectively communicate both orally and in writing with diverse populations.
  • Ability to work in a fast-paced team environment.
  • Ability to relate well with staff and the school community using professional communication and cooperation, with a focus on customer service.
  • Ability to research, test, and collect information on new ideas, concepts, hardware, software, or systems and possess a conceptual background in technical issues.
  • 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 maintain the highest levels of confidentiality with all education records in accordance with FERPA.
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