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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.
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

 

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
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.

 

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.
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