Specialist - Service Desk Support

ABOUT THE DISTRICTJeffco Public Schools (Jeffco) is located in Jefferson County, Colorado. It is the second largest school district in Colorado serving 69,000 students across 155 schools. With 14,000 employees, the district is the largest employer in Jefferson County and has provided educational excellence for more than 70 years.Jeffco embraces the spirit of the West and the natural beauty of the Rocky Mountain region with the county spanning more than 770 square miles running the length of the western edge of the Denver metropolitan area. The district is diverse in both population and geography, from urban to rural, including the mountain communities in the foothills west of Denver.Overall, Jeffco has 31% of students that qualify for free and reduced lunch, an indicator of poverty, and 34% minority (25% Hispanic) student population. The district is implementing a new strategic plan, Jeffco Thrives 2025 that is focused on providing a world-class education that prepares all Jeffco students for bright and successful futures as local and global citizens. Come join us!Jeffco Public Schools is a Single-State Employer. All candidates hired by Jeffco Public Schools must reside within the state of Colorado.ABOUT THE SCHOOL/DEPARTMENTThe Information Technology (IT) division supports the district?s mission and vision by providing technology-based services and support focused on digital equity, enabling secure and effective data culture, and future-focused sustainability. The IT division's major services areas include infrastructure & network, enterprise client management, school-based site support, educational technologies, a centralized service center, device support and repair, business technology services, student technology services, information security, integration and identity services, enterprise data warehouse, and digital media tools. This department houses approximately 150 individuals that provide centralized technical services to the district. Approximately 30% of IT staff work with schools, students, and community members day-to-day.HOURS AND DAYS WORKEDDesired Start Date: 09/16/2024Specialist - Service Desk SuppMonthly PositionFLSA: NonexemptFTE: 1.00000 , Hours/Day: 8.000 , Days/Year: 246Salary Plan, Grade, Step: CSE - Class Emp-246 / 1.FTE , R25, 1Pay Range: $30.73 - $38.46 Effective as of: 08-16-2024Compensation schedules for Jeffco Schools can be found here. Starting salary for non-licensed roles is based on the candidate's relevant work experience and education. Additional considerations may be given for job-specific certifications and skills. Applicants should submit all relevant and verifiable education, training and work experiences at the time of application. Starting Salary for licensed educators is based on the step and lane schedule found here.PRE-EMPLOYMENT REQUIREMENTThe successful new hire or rehired candidate will be responsible to complete and incur the fingerprinting and processing fee of $54.50 through an appropriate fingerprinting vendor and the Colorado Bureau of Investigation, within 48 hours of offer acceptance.RESPONSIBILITIESSUMMARY: Provide remote technical support via telephone, portal, and chat to district students, parents, staff, job applicants and affiliates for operational issues or service requests. Provide various levels of triage support for district applications, devices, software, systems, and programs. Create, assign, and document cases utilizing Jeffco's Enterprise Service Management tool to track work and escalate unresolved issues to appropriate technicians. Proven customer service abilities combined with strong written and verbal communication skills are essential in the success of performing this role.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.Respond to and resolve customer reported service requests and incidents with a focus on proving fast, efficient, and friendly customer servicePerform effective remote troubleshooting by utilizing diagnostic techniques and technical /process knowledge to resolve customer requests. Effectively communicate technical advice and solutions to customers.Monitor, document, update, and track open service requests, incidents, and problems. Route calls, inform others of needed action, and escalate when appropriate. Capture and track issue resolutions for continuous improvement.In cooperation with all IT departments, assist with the testing and evaluation of new technology solutions or upgrades based on established guidelines and processes.Acquire, maintain, and expand knowledge of relevant troubleshooting techniques, policies, procedures, and methods of support delivery in order to provide accurate and timely solutions to customers.Create and maintain internal and publicly available knowledge base solution articles based on user feedback, upgrades, or the adoption of new systems.Represent the Service Desk department at scheduled team meetings, trainings, and assigned project meetings. Communicate important information, alerts, and concerns, and recurring incidents as they arise to other technical support staff and IT departments.Attend meetings and/or classes to maintain current knowledge of technological changes that may affect clients and operational objectives.Cross-train, guide, and assist other Technology Support staff in an assigned area. Assist other departments with off and onsite projects as needed.Adhere to all district and department policies, processes, and proceduresFoster a productive and positive team environment through open communication with team members, a positive attitude and a high work ethic.Provide a high level of customer service/satisfaction and work to anticipate and diffuse negative client responsesPerform other duties as assigned.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION AND TRAINING: High school diploma/GED required.EXPERIENCE: 2 years' of experience in diagnosing and resolving complex technical problems. Preferred computer software experience, with emphasis on Windows and Apple operating systems, or related experience, and 1 - 3 years' of customer service experience. Preference may be given to candidates that have previous IT or Service Desk experience.SKILLS, KNOWLEDGE, and EQUIPMENT: Strong customer service skills, problem-solving, documentation/writing, communication, and interpersonal skills. Ability to support challenging customers with professionalism and courtesy, and ability to work flexible hours as needed. Thorough knowledge and understanding of past and current versions of Microsoft Office, Apple, and Windows applications and operating systems; PeopleSoft (Financials, Human Resources); and Student Information System, Learning Management Systems, student assessment systems, and password reset tools. Thorough knowledge and understanding of networking basics, client/server integration, internet, and other hardware and software used by the district. Understanding print management, file structure, and network navigation in an IT setting. Ability to understand the nature of the customer's issues and ensure issues are properly recorded, routed, and resolved. Must have an understanding of ITSM (IT Service Management) systems and have the ability to multitask while talking with customers, along with the ability to demystify complex technical solutions and create easy-to-understand instructions.CERTIFICATES, LICENSES, and REGISTRATIONS: None required. Certification in HDI and/ or ITIL v4 frameworks, as well as other technical certifications would be beneficial.SUPERVISION/TECHNICAL RESPONSIBILITY: This position has no supervisory responsibilities; however, a person in this position may assume supervisory responsibilities when needed. Act as a technical resource for District staff by providing technical assistance on complex problems, problem solving, and education related to District approved cloud-based and on-prem systems, applications, software, hardware and printing issues email and voicemail.CONTACTS: May have daily contact with persons within and outside department, administrative staff, classified staff, professional staff, students, parents, vendors/suppliers, general public, and school support team to negotiate controversial or confidential matters, such as resetting passwords and/or providing access to confidential student data and District financial information.SAFETY TO SELF AND OTHERS: High exposure to repetitive motion/stress due to extensive key boarding. Low exposure to bruises, cuts, fractures, and hernia due to moving and setting up equipment and/or typical office accidents.The physical demands, work environment factors, and mental functions 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.PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to sit; use hands, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.WORK ENVIRONMENT: The noise level in the work environment is moderate. Work will be performed from multiple locations including on site, in District buildings/office and remotely from your home.MENTAL FUNCTIONS: While performing the duties of this job, the employee is frequently required to compare, analyze, communicate, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile, and negotiate. The ability to quickly and accurately comprehend new technical information is required.JUDGMENT AND DECISION MAKING: Work is assigned by incoming calls from end-users; special projects are assigned by the supervisor. This position requires thorough technical knowledge, analytical skills, and problem solving skills to listen to end-user, identify type and severity of complex equipment problems; and talk user through resolution or dispatch appropriate personnel to the site. This position could require basic supervisory skills to assume supervisory responsibilities when needed.DIVERSITY OF DUTIES: Duties require thorough cross training in all system applications, business applications, telecom, hardware, software, and networking in the District. Responsibilities extend across several District areas on a daily basis. Along with various areas of technical knowledge the person must have a high degree of professionalism, interpersonal skills and the ability to problem solve and make decisions regarding system problems. These duties will cross over into other areas on a daily basis throughout the District.SALARYJeffco Salary SchedulesBENEFITSJeffco BenefitsEQUAL EMPLOYMENT OPPORTUNITYThe Jefferson County School District does not discriminate on the basis of disability, race, color, creed, religion, national origin, age, sexual orientation, marital status, political affiliation, pregnancy, or gender.