Customer Support Technician I

Dept of Technology

Virginia Beach , VA

Classified - Position - Customer Support Technician

Job Number 3700164604

Start Date

Open Date 09/26/2020

Closing Date 10/10/2020

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

• 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 grade book 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.
EDUCATION AND EXPERIENCE
High School Diploma or GED required. Industry certifications in related field preferred. A comparable amount of training and experience may be substituted for the minimum qualifications.
HOW TO APPLY
Please see "Job Posting Link" below for a complete job description.

External Applicants: If you are interested in applying for this position, you must create an account. Please select "Login and Apply" from the bottom of this posting. After creating an account, please login, complete the online application, and apply for this job.

Eligible Internal Applicants: Follow these instructions to complete a transfer application. After creating an account, please complete the application and apply for this job.

Reports To Coord Customer Support Quality Assurance

Full Time or Part Time? Full Time

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 Experience-Based Step Pay Scale: Grade 11

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

VBCPS offers a full range of benefits including health insurance, paid life insurance, paid sick/annual leave, tuition reimbursement, professional development and membership in the Virginia Retirement System.

Start Date immediate

Additional Job Information
A minimum of three references are required in the reference section of your application. One of the three must be a current or most recent former supervisor.

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.