Position Type:
Information Services/Support Center Agent
Date Posted:
8/18/2026
Location:
Information Services
Date Available:
ASAP
Closing Date:
Until Filled
Position / Title: Support Center Agent
Bargaining Unit: NON-UNION
Department/Location: Information Services
Work Days: 261
Reports To: Customer Service and MRO Supervisor
JD Revision Date: 07/18/2023
Supervises: N/A
Function / Position Summary
The primary purpose of this position is to provide customer service to end users with technical and functional questions. To ensure a focal point for first line incident reporting, solving the problem directly or will assign the incident(s) to a technician or appropriate Information Services staff member for resolution. Prioritize and manage multiple priorities. Maintain confidentiality of student/staff information in the department and in the community.
Job Duties / Responsibilities
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Document and resolve customer requests in a professional, timely, and efficient manner.
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Responsible for processing end-user issues, applying best practices, internal tools, and advanced techniques, exhausting all available resolution resources before escalation.
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Capture accurate issue information as the events occur, using the call tracking system and Help Desk ticket management system to track issues and resolve.
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Serve as the communication liaison, informing users of changes within their environment.
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Other duties as assigned.
Education
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High School Diploma (Bachelor's Degree in related field preferred)
Experience / Knowledge
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Minimum of two years computer support and customer service experience.
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Demonstrated knowledge of Windows operating systems.
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Ability to learn and support new applications.
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Exceptional telephone etiquette and the ability to communicate with staff at all levels.
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Provide strong customer service, excellent listening, written, and verbal communication skills.
Physical Demands
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Ability to work on a computer over a major portion of the work day.
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Ability to lift, move, or carry up to 50 lbs. with proper technique.
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Utilize ladders with proper technique.
Terms of Employment
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This is a full-time position.
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Salary and benefits are as established by the Board of Education.
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Salary range for this position is $49,787.00 - $74,680.00. It is our typical practice to hire in between the minimum and midpoint ($62,234.00).
