IT Customer Service Agent

JOB DESCRIPTION
 
TITLE:   IT Customer Service Agent - 1.0 FTE 240 work day calendar 8 hours per day 5 days a week; Salary $16.86 - $21.72 per hour and Excellent Benefits.


 Please apply online through Applicant Tracking by clicking on the link below.

https://www.applitrack.com/douglasesd/onlineapp/

 


REPORTS TO:  Director/Coordinator or Designee

JOB SUMMARY

The IT customer service agent maintains and supports the implementation of ESD and client telecommunication systems and maintains and supports computer desktop hardware, software, and peripherals. The Customer service rep follows and supports ESD policies and procedures performs other duties as may be assigned, and works cooperatively and harmoniously with clients, co-workers, and supervisors.

ESSENTIAL DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS FOR ALL IT STAFF:

  • Isolates problems from symptoms, determines alternatives, executes solutions, and effectively communicates these aspects to management, IT team, and users.
  • Respond to technical support requests from users utilizing the IT HelpDesk software.
  • Assists with training teachers and local system administrators; coordinates outside trainers in specialized areas of expertise.
  • Articulates technical concepts to peers, management, and limited user audience.
  • Organizes and writes and maintains systems documentation for ESD, DougNet, and where necessary, the school districts.
  • Trouble-shoot computer, software, and telecom configuration on site, and over the phone, utilizing remote management tools as required.
  • Attends work regularly and as scheduled. Possess the ability to perform all functions of the job. Reasonable accommodation will be provided if needed.
  • Perform other duties as assigned by the supervisor
  • Maintains appropriate certifications and training as required.
  • Follows and maintains knowledge of applicable District policies and procedures.
  • Appropriately maintains and secures confidential records and inquiries.
  • Professionally represents the school and the District in interactions with parents, community, staff, and students.

 
ESSENTIAL FUNCTIONS FOR CUSTOMER SERVICE AGENT:

  • Act as the first point of contact for problem resolution and technical assistance from Douglas County user community.
  • Assign, monitor, and manage requests with the HelpDesk system software.
  • Follow-up on customer service satisfaction.
  • Collaborate with DESD Information Technology department staff to address requests for service and solve specific problems.
  • Installs and maintains standard Desktop hardware, software and peripherals.
  • Diagnoses and repairs problems with workstation hardware, software, and VoIP telephones.
  • Assists in the development and maintenance of operating standards.
  • Understands and use diagnostic tools and software for problem determination.
  • Assist with planning and project management for the design, implementation, and support of technology solutions.
  • Maintains a basic technical skill level in the areas of networking, LAN connectivity, and PCs.
  • Maintains a basic knowledge of wiring technology, phone, data circuits, modems, and other aspects of data communications.
  • Troubleshoots network printer problems.
  • Assist the IT team with maintenance and troubleshooting of LAN, including wireless network.
  • Continually upgrades technical skills.
  • The ability to learn new technology, particularly custom software.

 

QUALIFICATIONS

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.
 

  • High school diploma or equivalent required; AA degree preferred. Minimum of two years of experience specializing in the utilization of software, hardware and equipment.
  • Works well with others from diverse backgrounds.Focuses on solving conflict; maintaining confidentiality; listening to others without interrupting; keeping emotions under control; remaining open to others’ ideas and contributing to building a positive team spirit.Demonstrated ability to successfully work with students and staff in a professional and appropriate manner.
  •   Ability to communicate fluently verbally and in writing in English.Ability to effectively present information and respond effectively to questions in one-on-one, small group situations to students and other school staff.Ability to verbally respond to common inquiries from students and staff.Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and governmental regulations.Ability to write routine reports and correspondence.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, schedule or diagram form.Ability to deal with problems involving several variables in a variety of situations.High degree of independent judgment required in the completion of tasks.
  •   General knowledge of computer usage and ability to use database software, e-mail, internet software, spreadsheets, and word processing software. MCP, MCDT, A+, preferred or related area of equivalent experience and training. Working knowledge of desktop operating systems, microcomputers, Ethernet and LANs. Basic knowledge of the telecommunications process, client server operations, build processes and imaging utilities.
  •  Ability to appropriately communicate with students, teachers, administrators and parents.Ability to exercise good judgment and work in an environment with constant interruptions.Ability to complete tasks with minimal guidance.

 

  • Certificates as determined by the District including meeting current auto insurance and a valid Oregon Driver’s License.Ability to obtain a valid CPR/First Aid card.

 

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.
 

  • Frequently required to walk, stand and sit
  • Occasionally required to bend, stoop, kneel, climb stairs, crouch or crawl
  • Regularly required to talk and hear
  • Use hands for fine manipulation, handle or feel and reach with hands and arms operating a computer keyboard and mouse.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, night vision, ability to adjust focus and peripheral vision
  • Regularly lift and/or move up to 25 pounds and occasionally up to 50 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.
 
The noise level in the work environment is usually low to moderate, but occasionally high depending upon student population and activities.  The employee is occasionally exposed to wet or humid conditions and outdoor weather conditions.  Employee may be exposed to bloodborne pathogens.
 
 
Note: This is not necessarily an exhaustive or all-inclusive list of responsibilities, skills, duties, requirements, efforts, functions or working conditions associated with the job. This job description is not a contract of employment or a promise or guarantee of any specific terms or conditions of employment.  The school district may add to, modify or delete any aspect of this job (or the position itself) at any time as it deems advisable, pursuant to Collective Bargaining Agreement.

Tags
Dept/Service