Position Summary:
As a significant member of the Technology Division’s Client Services Team, the Technology Client
Service Specialist will provide technical support and consultation services to users in a timely,
accurate and efficient manner. The Technology Client Service Specialist will provide technical support
for hardware, software and applications supported by the District. District 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. As a technical
services professional, the Technology Client Service Specialist will use their technical skill and ability
to troubleshoot, diagnose, mitigate, and resolve issues based on best practices and district policies
and procedures. The successful candidate for this role has a wide range of adaptable technical skills
and knowledge, 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.
Minimum Qualifications:
? Associate degree in Information Technology is preferred, computer training program
completion acceptable.
? High School Diploma or GED
? Minimum two (2) years help desk or technical support/computer related experience.
? Must possess knowledge of customer service principles and best practices.
? Must be intermediate-to-advanced user of Microsoft Office 365 Suite including Excel, Word,
PowerPoint, and SharePoint.
? Ability to handle stressful situations with professionalism and empathy.
? Ability to synthesize and retain information quickly.
? Must have own transportation to travel to District locations when needed.
? Flexibility to provide support services for events after-hours or on weekends as needed.
Essential Functions:
1. Act as the first line of contact of technical support and troubleshooting for district stakeholders,
including parents, students, employees, external partners, community and board members via
phone, email, remote and in-person contact for technology supported by the District.
2. Think critically and quickly to identify, diagnose, troubleshoot and resolve technical issues for
district software (e.g., Clever, PowerSchool, Schoology) and hardware (e.g., desktops, laptops
and tablets) for staff and students.
3. Act as skilled resolver for technical issues related to the District’s business applications across
multiple workstreams. Business applications include Peoplesoft (Finance/Payroll),
PowerSchool, Blackboard, Clever, Schoology, and other operational software, as well as
Windows based applications and hardware.
4. Enhance the customer experience by resolving technical issues at the first point of
engagement, as much as possible avoiding handoffs, escalations and the need for in-person
Job Posting Template
field service support. Be assertive in making sure proper closure occurs and look to resolve
any conflicts.
5. Use the District’s information technology service management (ITSM) tool to accurately record,
track and assign service requests and incidents to appropriate district departments,
communicate resolutions and recommendations to stakeholder, and report escalation and/or
high impact issues as needed.
6. 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.
7. 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. This
includes learning and documenting technical specifications and troubleshooting steps for
District-supported technologies, staying informed of District events, structures, resources and
initiatives, and knowledge sharing within the team and across departments.
8. Meet or exceed established customer service standards and metrics to increase customer
satisfaction.
9. Provide technical or customer support for district events such as board meetings, community
workshops or expos, including periodic weekend and evening events.
10.Collaborate with other teams to ensure coordination and timely completion of projects/tasks,
assist with special projects, and resolve escalated incidents or service requests.
11.Seek out and embrace opportunities to ensure technical and customer service skills are up to
date, aligned to industry standards and the needs of the District; proactively share knowledge
with colleagues to improve the performance of the team.
12.Perform duties in alignment with established policies, and procedures, as well as serve as an
agent to inform others of new policies, procedures and change management.
13.Perform other duties as assigned by supervisor.
