Customer Support Technician I

The Department of Technology has an immediate opening for a Customer Support Technician I.

GENERAL RESPONSIBILITIES

Under the direction of the Customer Support Center Supervisor, the positions are responsible for providing top-quality customer service and troubleshooting applications, networks, and hardware.

ESSENTIAL TASKS

(These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

• Respond to users and parents via phone, computer or walk-in to assist in troubleshooting applications, networks and hardware issues to identify resolution and supports the student information system.
• Completely document user issues and resolutions in the service desk application using identified DOT procedures.
• Work with other DOT teams to resolve technical issues and provide technical assistance to end users.
• Update user permissions, group memberships, and reset passwords as needed.
• Run system checks for the Customer Support Center using identified Customer Support Center procedures, including verification of student information system processes.
• Create and update user instructions and processes for the student information system and Customer Support Center documentation.
• Complete testing for updates to the student information system using identified Customer Support Center scripts.
• Provide end user training for the student information system.
• Work as a team member to complete tasks and deliverables on time.
• Address users in a courteous and professional manner.
• Manage time and assignments effectively and efficiently.
• Perform related tasks as required.

KNOWLEDGE, SKILLS AND ABILITIES

Must have a good knowledge of troubleshooting computer hardware, common software applications such as Microsoft Office, CA Service Desk, and User Account maintenance is essential; familiarization with the Student Information System and electronic gradebook is preferred. Must have the ability to communicate effectively orally and in writing; understand and execute oral and written instructions; and work with minimal supervision and organize workload. Must have excellent interpersonal skills and be able to listen, understand and analyze problems over the phone, computer and in person.

A detailed job description can be seen by going to "Job Posting Link" and clicking on the link. This position will remain opened until filled.

Please carefully review this job description to ensure you meet the qualifications of this position before making application. All candidates, both internal and external, must attach a letter of interest and resume to their electronic application for consideration.

Reports To Data Operations Supervisor

Job Posting Link https://www.vbschools.com/UserFiles/Servers/Server_78010/File/Employment/Apply%20Now/Resources/Job%20titles/CustomerSupportTechnician.pdf

Salary Range:
From/To
Unified Experienced-Base Step Pay scale U11

Salary Range: $33, 943 - $52, 136

Entry Level = $33, 943

Entry Level salary will be awarded at the time of hire. Upon the return of the Employment Verification Forms back from the candidate's current and previous employers, the salary will be adjusted if creditable full-time experience is confirmed.

Salary will be based on years of full-time creditable (directly related) verified work experience. Full range of benefits including health insurance, paid life insurance, paid sick/vacation leave and membership in the Virginia Retirement System. At the time of hire, six (6) days (6 Days = 48 Hours) of vacation time will be front loaded to the employee's leave account (1 Day equates to 8 Hours of annual leave) for this 12 Month position. Subsequent annual leave earned will be accrued each pay period; four (4) hours each pay period during the month.

Start Date Immediately

Additional Job Information
VBCPS Employees interested in applying for this positon should create a Transfer Application to apply for this position. Be sure to add three references as indicated above in the posting announcement, and add a copy of your most recent evaluation, letter of interest and resume. You must View the vacancy and then apply for the vacancy. Please log back into your online application and click on the Applied Jobs Tab to confirm that you successfully applied for this position.

External Candidates:
If you are interested in applying for this position, you must create an account. After completing an account, please login, complete the online application, and apply for this job.

Be sure to add three references as indicated above in the posting announcement, and a letter of interest and resume. You must View the vacancy and then apply for the vacancy. Please go back into your online application and click on the Applied Jobs Tab to confirm that you successfully applied for this position.

All supporting documentation must be included as part of the application. Please do not send unsolicited materials such as emails, resumes, etc. directly to individual principals or hiring managers. These will not be retained.

After you have completed the online employment application, to apply for a specific vacancy, click on the job vacancies list. If you see a job posted, in which you have an interest, click on the job to open the vacancy announcement. Be sure to click on the "apply for this job" link in the announcement to be added to the list of interested applicants.

Virginia Beach City Public Schools does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation/gender identity, pregnancy, childbirth or related medical condition, disability, marital status, age, genetic information or veteran status in its programs and activities. (Reference: School Board Policies 2-33, 4-4, 4-6)

To seek resolution of grievances resulting from alleged discrimination or to report violations of these policies, please contact the Chief Human Resources Officer at (757) 263-1133, 2512 George Mason Drive, Municipal Center, Building 6, Virginia Beach, VA, 23456.

Alternative formats of this application which may include taped, Braille, or large print materials are available upon request for individuals with disabilities. Call or write the Department of Human Resources, Virginia Beach City Public Schools, 2512 George Mason Drive, P.O. Box 6038, Virginia Beach, VA 23456-0038. Telephone: (757) 263-1133 (voice); (757) 263-1240 (TDD) or email at: vbcpshr@vbschools.com.