IT Support Coordinator (Desktop Support Technician)

Vacancy Announcement

The Cincinnati Public Schools invites applications for the position of IT Support Coordinator.  This position serves as an onsite IT Desktop Support Technician and reports to the Director of IT Support. An onsite IT Support Coordinator provides day-to-day incident resolution, request fulfillment and support for information systems, technology infrastructure and client devices for end users located within CPS Schools. 

QUALIFICATIONS:

Training: Associate's Degree in Information Technology, Information Systems or Computer Engineering and/or Apple Certifications (ACMT) and/or Microsoft Certification (MCSA) and/or A+/Net+ Certification or an equivalent combination of education and experience providing a similar skillset.

Experience: One (1) to two (2) + years of experience in help desk, desk side, or end user support in an Enterprise Class environment.

The successful candidate shall have the training, skills and ability necessary to:

• Must be able to communicate effectively, problem solve and work independently. 

• Must be able to provide exceptional customer service to both technical and non-technical contacts.  Must be able to perform well within a team-oriented environment.

• Perform as the primary point of contact for resolving technology issues, questions and tickets for assigned district sites.

• Perform triage, problem identification and root cause discovery for tickets and technology issues.

• Should be familiar with and able to troubleshoot basic Audio/Visual equipment and connections, desktops, laptops, tablets (Windows, OSX, iOS, Android), printers, scanners, copiers, network connectivity and general educational and business technologies and devices.

• Should be comfortable with learning and supporting multiple applications, browsers and software on multiple platforms.  Experience with some/any of the following is a bonus but not required: Schoology, PowerSchool, Grade Cam, Google Apps, Easy Tech, Apex, Aleks, Microsoft Office, Adobe CC Suite and RemedyForce.

• Support devices in a mixed MS Windows / Apple MacOS / Apple iOS / Android environment.

• Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.                                                      
• Provide support utilizing remote tools including Filewave, Apple Remote Desktop, Bomgar and LANSchool.

• Follow defined and identify undefined escalation paths for tickets and technology issues.

• Perform basic on-site move/add/changes. 

• Be able to perform within and meet Service Level expectations.

EMPLOYMENT PROVISIONS:

Salary Range:                     $28.23 per hour

Service Period:                    52 weeks – 8 hours daily

APPLICATION PROCEDURE: 

The intent of this job description is to provide a representation and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Certain jobs at Cincinnati Public Schools may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation are available upon request from Human Resources.

All interested applicants are invited to submit an online application at www.cps-k12.org / Apply online.  Please include a resume and a photocopy of the certificate required (unless on file in the Certificated Personnel Office) for this position and the names, titles, email and addresses of three professional references.

Cincinnati Public Schools is an equal opportunity employer and is subject to federal regulations pertaining to employment. The district has a continuing non-discrimination policy which prohibits discrimination on the basis of race, color, sex, age, religion, national origin, disability, sexual orientation, or veteran status. We hire only United States citizens and aliens lawfully authorized to work in the United States.