TECHNICIAN, SERVICE DESK

Location
Denver, CO, US
Salary
Competitive
Posted
Apr 08, 2021
Ref
45900
DEPARTMENT OF TECHNOLOGY SERVICES (DOTS)

Traditional 240 work days

FTE: 1.0

Salary Range: $21.28 - $25.38 per hour

Essential Functions and Objectives:

S upports operations through practical application of knowledge, use of proven techniques, and adherence to procedures. Primary focus on execution of assigned tasks in a specific area of responsibility, with a technical emphasis; such as; equipment, machinery, or scientific/chemical.

P rovides first level (Tier1) support by answering the telephone, managing self-service incidents and emails covering all aspects of supported technology and security access for the District. Records all incidents with users in an incident management system. Resolves Service Desk First Contact Resolutions (FCRs) and/or escalates to the next level of support. Advocates for quicker customer resolution time with assigned fix agent and/or task owners ensuring a good customer experience.

- Performs hands-on tasks applying proven industry standards and techniques, while adherence to policies, procedures, or guidelines in the area of responsibility. Installs, tests, analyzes, troubleshoots, repairs, maintains, related equipment in order to support short-term operations and minimize downtime.

- Performs data entry and verification, keeps accurate files/records, creates detailed reports, using various existing systems for accurate, timely, and compliant records.

- Receives, understands, and disseminates information in subject matter to appropriate stakeholders. Diagnoses problems and aids in resolving technical issues and escalates appropriately to ensure a positive experience.

- Contributes to identifying process inefficiencies and proposes solutions, identifies opportunities through external research on trends in resources, programs, and services and internal research with stakeholders, and supports improvement efforts in order to support long-term operations and minimize downtime.

- Provides primary Service Desk real-time technology support via phone/email/self service to customers.

- Records every engagement with the customer through the incident management system. Resolves Service Desk First Contact Resolutions or routes to the appropriate fix agent, escalates issues if warranted.

- Gathers required information and or documentation for break/fix issues and/or security access requests.

- Participates in the day-to-day operational activities of the team.

- Communicates incident status with the customer. Follows up with customers to assure the problem was resolved satisfactorily.

- Performs other related duties, including special projects, as assigned.

- Provides first and second level technical support, may include low-to-mid level application, administration functions, desktop and workstation support, PC hardware and software troubleshooting.

- Escalates issues by following the protocols.

- Advocates for quicker customer resolution time with assigned fix agent and/or task owner.

- Discusses issues at a technical or non-technical level, depending on the audience.

- Coordinates and performs application set-up and provide documentation for end users through real-time discussions/incident with users.

- Keeps abreast of all district hardware and software technology by attending scheduled trainings, reviewing Knowledge documents and/or training videos as required.

- Adheres to individual and team goals related to daily call volume, call resolution and telephone system metrics.

- Monitors all outstanding incidents through resolution.

- Follow all rules, policies and standard procedures for DPS, DoTS and team.

- Other duties as assigned by the Service Desk Manager.

Knowledge, Experience & Other Qualifications:

- One (1) year of experience in help desk support, working with a ticketing system, and utilizing computer hardware and software.

- One (1) or more years of customer service experience required.

- One (1) year of experience troubleshooting hardware and software desired.

- The ability to take responsibility for one's own performance.

- Effective communication skills.

- Effectively handle multiple demands and competing deadlines.

- Strong attention to detail.

- High degree of integrity in handling confidential information.

- Ability to work in a multi-ethnic and multi-cultural environment with district and school leaders, faculty, staff and students.

- Work collaboratively with others on a team.

- Aptitude for variety and changing expectations and fast-paced environment.

- Strong customer service skills with the ability to support difficult customers.

- Excellent critical thinking and problem-solving skills.

- Ability to seek clarity in understanding customer issues to resolve them quickly.

- Patient when working with people with various technological skills.

- Aptitude for quickly learning new applications.

- Comfortable discussing issues at a technical or non-technical level, depending on the audience.

- Willingness to seek assistance when needed.

- Bilingual in Spanish.

E ducation Requirements:

- High School education with preferred extra training from business or trade institutions.

Other information:

The mission of the DPS Department of Technology Services (DoTS) is to be a proactive partner enabling the success of every child. We support the students, families, and staff of Denver Public Schools by providing the infrastructure, tools, data, and support to enable effective educators and efficient operations. Our leading-edge technology work includes delivering custom portals for our students, parents, teachers, and administrators, managing one of the largest networks in the state of Colorado, providing unparalleled levels of customer support, finding new ways to get technology in the hands of our students, and much more. We believe that technology is a positive, enabling force for parent engagement, student engagement, educator effectiveness, operational efficiency, student safety, and student achievement. By joining us, you too will be enabling the success of every child!

About Denver Public Schools:

Denver Public Schools is committed to meeting the educational needs of every student with great schools in every neighborhood. Our goal is to provide every child in Denver with rigorous, enriching educational opportunities from preschool through high school graduation. DPS is comprised of nearly 200 schools including traditional, magnet, charter and alternative pathways schools, with an enrollment of more than 90,000 students.

DPS has become the fastest-growing school district in the country in terms of enrollment and the fastest-growing large school district in the state in terms of student academic growth. Learn more at dpsk12.org .

Denver Public Schools is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age, disability, or any other status protected by law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.

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