IT Customer Care Specialist I

Position Type:

Technology/Computer Technician

Date Posted:

6/25/2024

Location:

DISTRICT WIDE - ALL LOCATIONS

Date Available:

When Filled

Closing Date:

07/09/2024

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Summary

The job of an IT Customer Care Specialist - Level I is to provide hardware and software-related support to students, staff, and stakeholders of Florence Public Schools. The specialist - level I is responsible for building relationships with staff and students at district schools and departments to assist in resolving issues related to network systems and subsystems, operational issues, hardware, software, and providing direction and recommendations when applicable. Fulfilling end-user needs by maintaining excellent customer service standards with high satisfaction is a priority.

Essential Functions

• Build and maintain positive relationships with students, staff, and stakeholders of FUSD through open and interactive communication

• Resolve issues related to network systems and subsystems, operational, hardware and software problems by identifying; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

• Resolve end-user issues via in-person visit, phone, helpdesk, or email, based on the individual needs of the user

• Recommend potential solutions by collecting end-user information and analyzing the needs with customer care teams

• Contribute to team effort by accomplishing related results as needed

• Manage large amounts of help desk tickets and requests

• Identify and assess customers' needs to achieve satisfaction

• Follow communication procedures, guidelines, and policies

• Go the extra mile to engage end-users

• Greet customers warmly and ascertain problem or reason for calling

• Work with entire Technology Services department to ensure proper customer service is being delivered

• Assists in installing computer equipment, network (client and server) software and hardware on a variety of platforms (e.g. service packs, application software, operating software, hardware upgrades, etc.) for the purpose of upgrading and maintaining equipment and software.

• Assists in maintaining network operations, computer hardware, and/or software applications for the purpose of ensuring efficient program operations at District Office and school sites.

• Assists in repairing network-related hardware (e.g. computers, laptops, student devices, peripherals, and network equipment). for the purpose of maintaining computer and network equipment in a safe and functional operating condition.

• Assists other personnel as may be required for the purpose of supporting them in the completion of their work activities.

Customer Care Requirements

• Positive attitude

• Proven customer support experience

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication skills

• Ability to multi-task, prioritize and manage time effectively

Job Requirements: Minimum Qualifications Skills, Knowledge and Abilities

SKILLS are required to perform multiple technical tasks with a need to routinely upgrade skills in order to meet changing job conditions. Specific skills required to satisfactorily perform the functions of the job include: utilizing pertinent network, application, and operating system software; adhering to safety practices; planning and managing projects; and preparing and maintaining accurate records.

KNOWLEDGE is required to perform algebra and/or geometry; read technical information, compose a variety of documents, and/or facilitate group discussions; and solve practical problems. Specific knowledge required to satisfactorily perform the functions of the job includes digital-analog electronics to component levels; TCP/IP protocols current generation operating systems and networking standards and practices; and safety regulations.

ABILITY is required to schedule activities, meetings, and/or events; routinely gather, collate, and/or classify data; and consider a wide variety of factors when using the equipment. Flexibility is required to independently work with others in a wide variety of circumstances; analyze data utilizing a variety of complex processes, and utilize equipment under a variety of conditions for multiple purposes. Ability is also required to work with a significant diversity of individuals and/ or groups; work with data of widely varied types and/or purposes, and utilize a wide variety of types of job-related equipment. In working with others, problem-solving is required to analyze issues and create action plans. Problem-solving with data requires independent interpretation of guidelines, and problem-solving with equipment is moderate to significant. Specific abilities required to satisfactorily perform the functions of the job included: setting priorities; being attentive to detail; working with constant interruptions; working as part of a team; communicating with diverse groups, conveying technical information to non- technical audiences; and meeting deadlines and schedules.

Responsibility

Responsibilities include: working under limited supervision following standardized practices and/or methods; providing information and/or advising others; and monitoring budget expenditures. Utilization of some resources from other work units may be required to perform the job's functions. There is a continual opportunity to significantly impact the organization's services.

Working Environment

The usual and customary methods of performing the job's functions require the following physical demands: significant lifting, carrying, pushing and/or pulling; significant stooping, kneeling, crouching, and/or crawling; and significant fine finger dexterity. Generally, the job requires 34% sitting, 33% walking, and 33% standing. The job is performed under a generally hazard free environment and in varying atmospheric conditions.

Experience

Job-related experience within a specialized field is required.

Education

Targeted job-related education that meets the organization's prerequisite requirements.

Terms of Employment

• 12 Month Position

• Grade F $16.00 minimum of the Governing Board approved classified hourly salary schedule

• All Benefits as assigned for this position

Clearances

• IVP Fingerprint Clearance Card

• Measles/Mumps/Rubella Immunity/Vaccination

• Valid I-9 form

Evaluation

Performance of this position will be evaluated annually by the Site Administrator and Director of Technology, in accordance with Governing Board Policy.

• Notice of Non Discrimination

The Florence Unified School District does not discriminate on the basis of race, color, national origin, sex, age or disability in admission or access to or treatment or employment in its policies, procedures or practices, in compliance with Title VI, Title VII, Title IX, Section 504 and the Americans with Disabilities Act. Florence Unified School District Career and Technical Education Department does not discriminate in enrollment or access to Boy Scouts and other designated youth groups. FUSD CTE programs available include: Ag-Science, Business Management, Carpentry, Cosmetology, Culinary Arts, Dental Assistant, Early Childhood Education, Engineering, Film/TV, Fire Science, Graphic Design, Hospitality Management, Law Enforcement, Massage Therapy, Medical Assistant, Networking Securities, Nursing Assistant, Veterinary Assistant, and Welding. The lack of English language skills shall not be a barrier to admission or participation in the district's activities and programs. The Florence Unified School District also does not discriminate in its hiring or employment practices.

This notice is provided as required by Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, Title IX of the Education Amendments of 1972, the Age Discrimination Act of 1975, and the Americans with Disabilities Act of 1990. Questions, complaints, or requests for additional information regarding these laws may be forwarded to the designated compliance coordinator(s). Toby Haugen, Title IX Coordinator, Florence Unified School District 1000 South Main Street, Florence, Arizona. (520)-866-3526 or Eric Turner, 504 Coordinator, 1000 South Main Street, Florence, Arizona. (520) 866-3500.