Support Specialist: Help Desk

Anne Arundel County Public Schools•Annapolis, MD

About The Position

Assists users with technical problems (hardware and software) resolution. Provides second level technical support for the Help Desk, proposes solutions, and prepares documentation. Assists with the delivery of specialized training sessions for users in Computer Based, Web-based and ChromeBook computer applications. Responsible for exceptional communication and customer service with all users. Additional Work Days/Hours Based on the assignment, the following additional work days and/or hours may be required as needed: Ability to work flexible schedules

Requirements

High School Diploma or Equivalent Supplemented with Technical or Vocational School during High School with 10 classroom hours of technology training required.
Associate's Degree in Information Technology or a related field of education from a regionally accredited college or university preferred; Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the employee to successfully perform the duties of the position.
One (1) year professional work experience in a Tech Support/User Support/Help Desk role. Experience should include using various PC/Cloud software applications, and/or network experience required; Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the employee to successfully perform the duties of the position.
Excellent communication and customer service skills.
Excellent organization and interpersonal skills.
Demonstrated ability to work within a team environment.
Demonstrated ability to effectively work and communicate with diverse populations.
Demonstrated proficiency with business technology applications (e.g. Video/Web Conferencing, Microsoft Office Suite -Word, Excel, Outlook, and/or PowerPoint preferred).
Employee must retain active licenses, certifications, and enrollment as a condition of employment.
Hold or be eligible for Industry Certification relevant to this job required.
Hold or be eligible for Driver's License (DL) Class C Non-Commercial issued by Maryland or State of Legal Residence (MVA/DMV) required; and Daily access to reliable transportation.
Driving is required to conduct bona fide Board business that is within the scope of employment in this position.
Personal Vehicle

Nice To Haves

Bilingual in Spanish native or near native preferred.

Responsibilities

Provides second level technical assistance for all supported computer software, hardware, networking, mobile devices and data problems.
Visits user sites for emergencies and for consultations.
Diagnoses problems for a wide variety of applications: Financial, Payroll, Human Resources and Student Records.
Records, maintains, and updates; user and school profiles, log of user questions, problems, solutions, requests for service, training, and repairs using the Remedy Action Request System.
Assists users of various applications with User Account Management, with equipment issues and schedules appointments for service and equipment deployment.
Provides support to users for problems with all currently supported applications including, but not limited to various MS Office Suite, E-Mail, Cloud solutions and Student System software packages.
Uses Remote Control software to analyze and solve user problems at remote sites.
Uses Network Management software to troubleshoot LAN and WAN problems and issues.
Monitors the status of outstanding WAN connectivity issues.
Coordinates the Technology Hardware Repair process with the authorized repair vendor(s).
Provides assistance to the Senior Help Desk Specialists during training of business application software and to all field-based Technology Support Services staff and Department of Technology staff.
Participates on project and task teams as the Help Desk representative to assess project training and support needs.
Assists in preparation of User Documentation and On-line Help screens.
Assists with conducting for a variety of applications.
Installs/Updates approved/supported software.
Conducts entry-level training courses, when necessary.
Performs other related duties as assigned within the same classification or lower.