Position Type:
Information Technology

Date Posted:
10/19/2021

Location:
Educational Support Center

Closing Date:
open until filled

SALARY INFORMATION: Level 1 ($39,423 - $73,213)
STANDARD HOURS PER WEEK: 40
FTE: 1.0
JOB CODE: 101125
POSITION TYPE: Replacement
LOCATION: Thornton, CO

SUMMARY: Responsible for covering support aspects of technology for all district users including students, parents, faculty and staff. Duties include remotely resolving Tier 1 and Tier 2 support requests, handling walk-in customer service needs and escalating requests that require more advanced or specialized expertise. Accurately document all requests in detail for troubleshooting, escalation and reporting purposes. Perform work duties within established policy and documented work procedures, while also supporting continuous improvement efforts. A strong focus on exemplary customer service is required for all aspects of the job.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 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.

1. Provide technology support for IT Service Desk and Family Technical Support requests submitted via phone, online or walk-up. Provide solutions, offer workarounds and/or give guidance to resolve requests directly with the customer on first contact where possible. Troubleshoot Tier 2 requests, including account login and multifactor authentication, video conferencing tools, application, network connectivity, operating system, device driver and other issues within established guidelines. Document problem description and actions taken in detail. When necessary, accurately escalate and route tickets that require more specialized or advanced support resources.
2. Perform Service Desk Identity and Access Management (IAM) tasks to ensure that appropriate and timely access is granted to new hires, job transfers, and employee and contractor terminations within established guidelines.
3. Receive, log, handle preliminary communications and properly route calls and requests for the larger IT team and other organizational stakeholders. If necessary for the best Customer Service, maintain ownership of the resolution and customer interaction while other staff resolve the technical issues. Ensure that requests are properly closed out with the customer,
4. Own the Customer Service experience for all issues resolved on the IT Customer Service Team. Maintain ownership and advocate for the customer on issues that do not have a clear responsible party until successful resolution is received. Ensure that requests are properly closed out with the customer.
5. Coordinate hardware repair issues with third-party vendors; notify vendors of necessary repairs/parts and maintain accurate records of requests. Check-in/scan all new devices. Process departmental RMA's (return merchandise authorizations) and other items for shipping. Accurately document expenditures on non-warranty repairs.
6. Facilitate solutions with customers while interacting with more specialized internal IT support teams and vendors. Document new resolutions and procedure updates to reduce future escalations.
7. Identify, document and advocate for continuous process improvement as opportunities arise. Assist the Service Desk Team Lead in creating documentation for new technologies and processes.
8. Perform other job related duties as assigned.

EDUCATION AND RELATED WORK EXPERIENCE:
• Associate's degree in computer science, information systems or another technical field or equivalent work experience required.
• Minimum of four (4) years of Customer Service experience with a variety of computer hardware, software and operating systems.

LICENSES, REGISTRATIONS or CERTIFICATIONS:
• Criminal background check required for hire.
• Must obtain ITIL Foundation and HDI Support Center certification within the first 6 months of employment.
• Industry recognized technical certifications in areas such as Microsoft, CompTIA A+ or others preferred.

SALARY INFORMATION:The salary listed is for full time positions (1.0 FTE). This salary will be adjusted, as needed, based upon the FTE. Administrative employees' salary will be commensurate on the employees' education and/or work experience. For additional information, please review our Administrative Compensation Program or review our Administrative Salary Schedule.

BENEFITS INFORMATION:

Adams 12 Five Star Schools is committed to providing an environment that promotes a healthy employee population able to serve our students at the highest level. We offer a comprehensive benefits package including medical, dental, vision and life insurance as well as other programs for benefit eligible employees. The employee assistance program, voluntary life insurance through PERA, and 401(k), 403(b) & 457(b) plans are available to all employees regardless of hours worked and are available immediately (upon hire date).

To learn more about our benefits, including paid time off, please see our Benefits Overview.

APPLICATION INFORMATION:

All applicants (current district employees and external applicants) should list any and all work experience, including current district experience, when completing the employment application. Please include job titles and duties that you held while doing that job. Since the Human Resource department uses the application to screen for minimum qualifications required for each job, it is important to have a complete application so you will be considered for the position you are applying for.

THIS POSTING IS NOT INCLUSIVE OF THE JOB DESCRIPTION.