DISTRICT: | Region10 Education Service Center |
STATUS: | CLOSED |
POSTING DATE: | 04/19/2022 |
CLOSING DATE: | |
POSTING NUMBER: | 080287 |
LOCATION: | Technology & Data Services, R10 |
POSITION: | Help Desk Specialist |
JOB DESCRIPTION: | Primary Purpose:
- The Help Desk Specialist will provide Tier 1 customer support via help desk ticketing system and telephone for staff at Region 10 and the educational community it serves.
- Monitors, researches, assists and resolves customer inquiries or issues relating to Region 10 provided services.
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JOB QUALIFICATIONS: | Education/Certifications:
- College degree is preferred. Training (corporate, military, certificate) in lieu of college will be considered. Industry experience will be considered in lieu of college
- Current entry level IT certifications preferred or the ability to obtain certification within one year of hire
Special Knowledge/Skills:
- Strong commitment to customer service
- Ability to share knowledge, and a willingness to learn from other team members
- Good communication skills - both written and verbally
- Positive attitude and people oriented
- Attentive listener
- Attention to detail
- Documentation skills
- Ability to multitask, prioritize and manage time effectively
- Proclivity to effectively to handle complaints and provide appropriate solutions
- An analytical mind with the ability to learn new technologies quickly
- Ability to diagnose and solve technical problems
- Capable of making professional judgments by considering client, peer and internal staff needs and current and emerging technical and industry information
- Demonstrate high degree of self-motivation and initiative
- Basic PC/Mac troubleshooting skills
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DUTIES AND RESPONSIBILITIES: | Responsibilities and Duties Common to all Region 10 ESC Employees:
- Ability to work on and enhance a team
- Utilize time wisely for effective management of position responsibilities and to ensure timelines are met
- Maintain punctuality in daily work times, appointments, and meetings
- Maintain a positive, customer friendly, and professional tone in all communication (i.e. email, written, and verbal)
- Participate as an effective team member who contributes to center-wide strategic planning goals
- Display proficient levels of technology applications and remain current in the area of digital integration
- Perform other duties as may be assigned by Region 10 Leadership
- Prepare and organize resources, train, and collaborate with Region 10 personnel
- Exhibit initiative in identifying problems and suggesting solutions in a positive manner
- Exhibit good judgment and decision making
- Keep supervisor informed of program and district needs
- Maintain up-to-date entries in Region 10 databases and accurate records for tracking and invoicing
- Adhere to Center procedures, guidelines, and policies
Specific Responsibilities and Duties for the Help Desk Specialist
- Provide support via help desk ticketing system and telephone for internal and external customer service, event, login, and password issues
- Maintain up to date knowledge on current registration software to support internal office staff and consultants with calendar events and ticket escalation
- Maintain appropriate use of formal trainings to enhance job performance
- Resolve service problems by clarifying the customer issue; determining the cause of the problem; selecting and explaining the best solution; expediting assistance or adjustment; following up to ensure resolution
- Manage large volume of incoming calls and support tickets
- Identify and assess customer needs to achieve customer satisfaction
- Interact warmly and receptively with customers and team members
- Provide basic conference center technical support for events and meetings
- Provide basic virtual meeting support using tools such as Zoom & Teams
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REQUIRED EXPERIENCE: |
- Support/Help desk resolution
- 6+ months experience in customer service
Accountability:
- The Help Desk Specialist shall be directly accountable to the Global Help Desk Manager or his/her designee.
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OTHER INFORMATION: | Submitted applications will be reviewed and applicants may be selected for interviews during the posted time-frame. Offer for employment may occur during the posted period.
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APPLY TO: | www.teacherjobnet.org |
SALARY: | $37,228-$66,970 (Salary estimate based on experience and skill set.) |
MONTHS: | 12 |
WORK HOURS: | FROM - 8:00 am   TO - 4:30 pm |
GRADE / STEP: | Pay Grade 802 |
START DATE: | ASAP |
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