Customer Service Helpdesk Technician

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written out in this job description.

GRPS MISSION: Our mission is to ensure that all scholars are educated, self-directed and productive members of society.

                                           Customer Service Helpdesk Technician

Department:             Management Information Systems (MIS)  

Bargaining Unit:       Union of Grand Rapids Education Support Professional (UGRESP)

Wage:                       Determine by the collective bargaining agreement

Direct Supervisor:    Director of Management Information Systems

JOB SUMMARY

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.

ESSENTIAL JOB FUNCTIONS

Essential functions under the Americans with Disabilities Act may include any of the following duties, knowledge, and skills. This list is illustrative only and is not a comprehensive listing of all functions and duties performed by employees in this position. Regular on time and in person attendance is an essential function of this job. Other essential functions may include, but are not limited to the following:

• 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.

QUALIFICATIONS

Required Education and Experience:

• 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

Preferred Qualifications:

• 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

Knowledge, Skills, and Abilities:

• 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.

ADA REQUIREMENTS

The physical demands, work environment factors, and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS

Stands and/or walks during most of the working day. Turns, stoops, climbs, bends, pushes, pulls, reaches for and carries materials and equipment in the performance of tasks. Must be able to lift a minimum of 40 pounds. Must be able to work outside for extended periods (up to the entire eight-hour shift) in all weather conditions. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

WORK ENVIRONMENT

The noise level in the work environment is usually loud to moderate. Work is performed indoors.

MENTAL FUNCTIONS

While performing the duties of this job, the employee is required to compare, analyze, communicate both orally and in writing in the English language, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile, and negotiate.

Non-Discrimination

The Grand Rapids Public Schools will not discriminate against any person based on race, sex, sexual orientation, gender, gender identity and expression, height, weight, color, religion, national origin, age, marital status, pregnancy, disability, veteran, or military status.

Americans with Disabilities Act accommodations: Assistance with the application process may be requested through the Human Resources Department at (616) 819-2022 or humanresources@grps.org.