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Our client is looking for a Help Desk to provide technical support and consultation services to users in a timely, accurate and efficient manner.
Provide technical support for hardware, software and applications supported by the District. It includes technologies include laptops, desktops and tablets in a Windows 10 environment, MS Office 365 tools (Word, Excel, SharePoint, PowerPoint, etc.), PeopleSoft, PowerSchool, Frontline, and others.
Use their technical skill and ability to troubleshoot, diagnose, mitigate, and resolve issues based on best practices and policies and procedures.
Act as the first line of contact of technical support and troubleshooting for stakeholders, including parents, students, employees, external partners, community and board members via phone, email, remote and in-person contact for technology support.
Use the information technology service management (ITSM) tool to accurately record, track and assign service requests and incidents to appropriate departments, communicate resolutions and recommendations to stakeholder, and report escalation and/or high impact issues as needed.
Fully identify and document the pertinent details (who, what, when, where, why and how) to service requests for accuracy and efficient customer service and data reporting.
Develop and update information resources such as the ITSM knowledge base, call scripts and frequently asked questions to provide adequate and accurate responses to customers.
Provide technical or customer support for events such as board meetings, community workshops or expos, including periodic weekend and evening events.
Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.
Perform other duties as assigned by supervisor.
3 years - Help desk or technical support/computer related experience
Knowledge of customer service principles and best practices.
Intermediate-to-advanced user of Microsoft Office 365 Suite including Excel, Word, PowerPoint, and SharePoint.
Experience troubleshooting, diagnosing, mitigating, and resolving issues based on best practices.
Associate degree in Information Technology is preferred, computer training program completion acceptable
Ability to handle stressful situations with professionalism and empathy.
Ability to synthesize and retain information quickly.
Must have own transportation to travel to locations when needed.
Flexibility to provide support services for events after-hours or on weekends as needed.
Learns how to use new technologies quickly and can effectively communicate technical information to others.
A combination of strong technical and soft skills is a must.