Position Type:
Computer Technology/Computer Support
Date Posted:
8/22/2023
Location:
Central Office
Closing Date:
Open Until Filled
2023 – 2024 School Year
Job Description/Summary:
The Help Desk Support Specialist II responds to end-user requests for support to resolve basic computer, web applications, software, operating system, device access or performance issues. Uses Product information or solution databases to research, troubleshoot, and resolve user requests. Responsible for documenting incidents using help desk systems and tools. Escalates problems to appropriate levels and/or other teams to achieve issue resolution. Fulfills all service level standards for response time and quality.
The primary function of the Help Desk Support Specialist II position is to serve as the point of contact for escalated support requests from end-users and Technology Department staff especially in regards to the support and/or administration of our organization’s learning management systems (LMS), student information services (SIS), and curriculum focused web applications. Additionally, this role serves as the primary content creator for new job aids, training guides and self-help knowledgebase articles.
Duties/Responsibilities:
- Provides second-level support for end-user issues submitted via telephone, email and work order ticket response escalating requests as necessary to the appropriate support areas to meet the established service level agreements.
- Provides direct end user technical assistance and support for incoming queries and issues related to the district’s computer systems, software, hardware and web applications.
- Supports the resolution of issues through advanced troubleshooting, information gathering, information analysis, and research activities as required.
- Monitors and tracks the resolution of end-user problems through consistent follow-up to ensure issues have been resolved in a satisfactory manner.
- Provides advanced end-user training on common software and hardware issues.
- Performs basic user administration tasks, including password resets, account unlocks, and provisioning.
- Coordinates with onsite technical support resources and digital learning coaches to support the resolution of end user issues and identify systematic problems.
- Clearly documents end user issues and resolution steps.
- Creates new and contributes to the development of end user job aids, training guides and self-help knowledgebase.
- Capture user-friendly illustrations, graphs, infographics and/or video for integration in end user job aids, training guides and self-help knowledgebase.
- Indulge in user research for feedback, revisions, and improvement in end user job aids, training guides, and self-help knowledgebase.
- Select and adopt a uniform writing style across all media and other platforms for consistency within and outside the organization.
- Ensures data confidentiality and security is maintained in handling sensitive documents and information.
- Maintains a current level of required technical knowledge to perform in a fast-changing environment.
Required Skills/Abilities:
- Excellent verbal and written communication skills
- Excellent interpersonal skills with the ability to work cooperatively and collaboratively with peers and other district staff
- Foster positive end-user relationships and drive customer satisfaction with all Community Unit School District 300 Stakeholders which include staff, students, parents, and community members
- Strong troubleshooting and critical thinking skills
- Strong organizational skills and attention to detail
- Ability to manage time and priorities efficiently
- Ability to work with frequent distractions and foster a professional office atmosphere
- Proficient with Microsoft Office Suite, Google Workspace or related software
- Proficient with Microsoft Windows client (version 10 or later) operating system software
- Proficient in user administration in a Microsoft Windows environment as related to Active Directory
- Proficient in user and device administration in a Google Chrome OS environment as related to Google Admin Console
- Working knowledge of PC hardware, Google Chromebooks, tablets, mobile phone, mobile broadband devices, and other office/classroom technologies such as but not limited to: VOIP phones, projectors, touch panel displays (Smart Boards/Promethean), and document cameras
- Manage and troubleshoot RCS message technical issues, update custom groups, and respond to community requests.
Education and Experience:
- Associates degree in a relevant field
- Minimum two years related professional experience is desired
- Proficiency in the Microsoft client operating system software is required
- Proficiency in Google Workspace for Education is required
- Knowledge of ITIL Foundation concepts is highly desired
- Bilingual is highly desired
- Previous experience in writing documentation and procedural materials for multiple audiences is desired
- Previous experience in product training and education is desired
Compensation:
Level 14 $26.97 per hour, entry level for new NUG members, with benefits.
Full-Time (8 hours per day).
12 month position
Application Procedure:
Apply online.
Selection Procedure:
Applications will be reviewed and selected by the building’s hiring supervisor.