This position provides the first (entry) level of support for the technology hardware and software support delivered throughout the District from the Information Technology Services (ITS) Department. This Specialist receives and responds to customer inquiries and requests for technical assistance and acts as liaison with specialized ITS staff, as needed. This Specialist supports the operation of the Help Desk service and dispatching system.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed while in other cases related duties may also be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Receives requests for assistance from customers via email, telephone call, service request system ticket, or in-person regarding technology hardware or software, the District network, and technology purchases.
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Supports operation of the ITS Help Desk service request system by promptly entering all customer requests for assistance/support and recording immediate responses provided, or by routing requests for assistance to other ITS specialists or support staff, as necessary.
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Monitors the Help Desk service request system to ensure that all requests for assistance are being answered and completed, in as timely and efficient manner as possible under rapidly fluctuating and highly demanding conditions and reports issues to the Manager of Client Support Services.
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Taking ownership of customer issues reported and seeing problems through to resolution
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Diagnose, troubleshoot, solve technical issues, including account setup and network configuration, software and hardware use, asks the customer targeted questions to quickly understand the root of the problem.
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Maintains a knowledge base and skill level for the major aspects of ITS Department operation to ensure the most effective and efficient Help Desk response possible. Provides on-site and remote Tier 1 support.
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Provides front line technical support for district hardware, software and online services.
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Provides support for the opening or closure of staff information system user accounts needed for network access, email, and other system services.
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Assists in the initial preparation and regular revisions of ITS Department training and informational documents.
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Prepares technology hardware for distribution to customers.
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Assists in maintaining records specific to the inventory, purchase, installation or destruction of District-standard hardware devices and software for reporting or department needs.
OTHER RESPONSIBILITIES
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Serves as a member of the ITS Department team.
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Participates in and successfully completes self-study as well as formal training classes, when identified.
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Serves on Department, school and District committees when needed and undertakes additional projects or tasks, as assigned by the Department's leadership.
REQUIRED QUALIFICATIONS:
Education and Experience
Working towards the completion of an Associate's Degree or an Associate's degree in Computer Technology or Business Technology
Two years' experience working in a Help Desk or customer service environment providing technology and/or technical support
ADDITIONAL REQUIREMENTS:
Intermediate-level knowledge of the District's current operating system software, major productivity applications, and Help Desk software may be substituted for the experience requirement
Ability to diagnose and troubleshoot basic technical issues
Ability to provide step-by-step technical help, both written and verbal
Hands on experience with desktop and mobile devices and their operating systems (Windows, iOS, Android, etc.)
Experience with Microsoft applications and web based productivity platforms
Experience working in a team-focused environment
CONDITION OF EMPLOYMENT:
Criminal background clearance
Valid Washington State Driver's License
Access to a vehicle with current insurance for local travel within the District
Work scheduled hours on a consistent basis
KNOWLEDGE OF:
Demonstrated knowledge for working with installed and cloud based productivity software, such as word processing, spreadsheet, database, internet browser applications, mobile and desktop devices
Customer service procedures and practices
School board policies and procedures
ABILITY TO:
Work independently and set priorities to meet project and task deadlines; proficiently multitask
Speak, read and follow written or verbal communications and demonstrate strong interpersonal communication skills
Communicate technology concepts and information to a non-technical audience
Interact effectively and collegially with adults and students and ability to maintain positive and effective working relationships.
Relate effectively with parents, staff, students and the public in a multicultural and multiracial community, maintaining cultural awareness and sensitivity
Demonstrate strong customer service skills
Practice ethical and professional standards of conduct including the requirements of confidentiality, particularly as it relates to passwords and other system security features
Exhibit a high level of initiative and an enthusiastic willingness to learn additional technology skills, through self-study and formal training
Evaluate processes for efficiency and effectiveness and generate appropriate recommendations.
Organize and perform job responsibilities efficiently and independently without close supervision and able to pay strict attention to detail
Practice effective safety and security within individual work routines
Develop and maintain positive customer relations with staff and service providers
Work collaboratively with District staff and promote teamwork with co-workers
Perform job responsibilities with or without reasonable accommodations
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES RELATED TO CULTURAL COMPETENCE AND EQUITY:
Knowledge/awareness of own cultural identity and how this influences behavior, and desire to learn about the cultural identity of others.
Ability to establish and nurture an environment that promotes cultural competence and equitable treatment of staff, students, and patrons of the district.
Ability to understand and hold self and others accountable for promoting the Federal Way Public Schools' commitment to "Each Scholar: A Voice. A Dream. A Bright Future."
Ability to recognize that each person is a unique individual even as we celebrate their group cultural heritage.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee will constantly stand and walk, bend neck and back, use hands for repetitive grasping and pushing/pulling. The employee is frequently required to squat, kneel, and use hands for fine manipulation. The employee will occasionally be required to sit, climb stairs/ladder, lift and reach overhead, crawl, and lift/carry. The employee must constantly lift/carry up to 5 pounds and must frequently lift /carry up to 20 pounds. The employee will occasionally lift/carry a maximum of 35 lbs. The employee is occasionally required to push/pull a maximum weight of 100 pounds.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee regularly works in indoor conditions and regularly works near video display. The noise level in the work environment is usually moderate. The position constantly deals with frequent interruptions, demanding deadlines, and occasionally deals with angry and distraught employees, students and community members.
WORK SCHEDULE
This position typically works, Monday through Friday, 260 days per year
REPORTING RELATIONSHIP
Position reports to and is evaluated by the Manager ITS, Client Support Services
REPRESENTATION
Federal Way Professional Technical Employees Association
LEVEL OF COMPENSATION
Level C.2 on the Prof-Tech Salary Schedule
CLASSIFICATION HISTORY
Update 07/2015
Disclaimer
The preceding list is not exhaustive and may be supplemented as necessary. The statements contained herein reflect general details as necessary to describe the principal functions of this job, the scope of responsibility and the level of knowledge and skills typically required, but should not be considered an all-inclusive listing of work requirements, skills or duties so classified. All personnel may be required to perform duties outside their normal responsibilities from time to time as needed.
All employment open positions are made available on a nondiscriminatory basis without regard to race, color, creed, religion, sexual orientation, national origin, gender, age, disability or veteran status.
Job descriptions are written as a representative list of the ADA essential duties performed by the entire classification. They cannot include, and are not intended to include, every possible activity and task performed by every specific employee.
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