CUSTOMER SERVICE REPRESENTATIVE -INFORMATION TECHNOLOGY

HELP DESK/PARENT HOTLINE

SUMMARY DESCRIPTION

Under direct supervision, provides essential support for information technologies within the Washoe County School District by serving as the initial contact for student and family requests for service and support, ensuring customer satisfaction in every step of problem resolution, tracking detailed information about each customer's service need in an online database, and keeping the help desk running smoothly and efficiently are the priorities at all times. Incumbent performs related work as required.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Field incoming help desk requests from end users via a variety of communication methods, including telephone, e-mail, and videoconferencing call in a courteous and professional manner at all times.
• Document all pertinent end-user identification information including name, contact information, school affiliation, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Record, track, and document help desk problem-solving processes including actions taken through final resolution.
• Prepare weekly help desk activity reports.
• Redirect problems to an appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Learn and identify appropriate software and hardware used by families and supported by the District.
• Perform post-resolution follow-ups to determine customer satisfaction.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

Education/Experience: Any combination of education/experience that could likely provide the required knowledge in qualifying. A typical way to obtain the knowledge and skills would be:

Education: High School Diploma of equivalent.

and

Experience: One (1) to two (2) years of experience working in a customer service-related position, in the area of information technology support is desirable.

Licenses/Certificates: None.

OTHER JOB REQUIREMENTS

None.

PREFERRED QUALIFICATIONS

None.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of/ Skill in/Ability to:

• Customer service skills that focus on rapport building, active listening, and questioning skill.
• Familiarity with computers and distance learning software applications (Teams, Microsoft Office Suite)
• Follow standard help desk procedures.
• Administer help desk software.
• Proper grammar, spelling, vocabulary and simple mathematical computations.
• Modern office practices, procedures and equipment.
• Customer service practices that support continuous process improvement.
• Written and oral communication skills that support quality customer service.
• Service call software-tracking applications and work order systems.
• Information technology hardware and software terminology.
• Supports the organization's goals and objectives.
• Using good judgment in applying established guidelines to solve work problems.
• Working independently in completing assigned tasks and in maintaining the standard correspondence, and files.
• Working courteously with the public and obtaining from them the information necessary to assist them.
• Communicating effectively with all people contacted at work.
• Understanding and carrying out written and oral instructions.
• Efficiently operating standard office equipment.
• Providing exceptional customer service.
• Ensuring a keen attention to detail.
• Working in a team-oriented, collaborative environment.
• Maintaining effective working relationships with departmental staff and representatives of other departments.
• Being self-motivated and self-directed.
• Adapting to changes in work requirements. Accepting responsibility and accountability for work products and work processes.

WORK ENVIRONMENT/CONDITIONS

The work environment and exposures described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meetings and training rooms, libraries, residences, or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals. The work area is adequately lighted, heated, and ventilated.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as paper, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

THIS JOB SPECIFICATION SHOULD NOT BE CONSTRUED TO IMPLY THAT THESE REQUIREMENTS ARE THE EXCLUSIVE STANDARDS OF THE POSITION. INCUMBENTS MAY BE REQUIRED TO FOLLOW ANY OTHER INSTRUCTIONS, AND TO PERFORM ANY OTHER RELATED DUTIES AS MAY BE REQUIRED BY THEIR SUPERVISOR.

The Washoe County School District is committed to providing a safe and respectful learning and working environment for all students, staff, and visitors. The District prohibits bullying, cyber-bullying, harassment, sexual harassment, and/or discrimination based on an individual's actual or perceived race, color, religion, sex (including pregnancy), national origin, age, sexual orientation, gender identity or expression, genetic information, veterans or military status, marital status, disability or the presence of any sensory, physical or mental handicap in any of its educational programs/activities and employment, or in any program or activity conducted or funded by the U.S. Department of Agriculture. The District prohibits discrimination against any youth group listed in Title 36, as a patriotic society, (i.e. Boy Scouts of America) from access to public school facilities use.

Internal Job Number:2022-23-E225830

Salary:

Grade 17

Sch A: $13.50 (entry step)
Sch B: $15.68 (entry step)

New employees hired by Washoe County School District are normally placed on the entry step of the grade of the position. Salaries are subject to adjustment and may increase and decrease each fiscal year.

Range/Grade:G17

Additional Job Information:

This position is a 35 hour a week per week, One Year only position ending June 2023. This position is grant-funded and is contingent upon continued funding. The hiring administrator may retain incumbent for the duration of the grant without re-advertising.

Eligible employees who are regularly scheduled to work less than 20 hours per week receive Social Security benefits, and the Salary Increases, Longevity Bonuses, and Credit Union benefits; eligible employees who are regularly scheduled to work 20 to 24.75 hours per week received PERS retirement benefits, and the Salary Increases, Longevity Bonuses and Credit Union benefits listed below; eligible employees who are regularly scheduled to work 25 to 27.25 hours per week receive the benefits listed below, with the exception of Medical, Dental, Vision Insurance; eligible employees who are regularly scheduled to work 27.5 hours per week or more receive full benefits of the District.

Holiday: Eligible employees receive up to eleven (11) paid holidays each year. Vacation: Eligible employees receive up to twenty (20) days of paid vacation each year. Sick Leave: Eligible employees receive up to fifteen (15) days of paid sick leave each year. Medical, Dental, Vision Insurance: Eligible employees may select an insurance plan wherein WCSD contributes 100% of insurance premiums. Eligible employee paid dependent medical insurance is available for an employee's dependents. Insurance Premiums - Summer Months: WCSD contributes 100% of the district paid portion of eligible employee's insurance premiums for employees who are not scheduled to work in the summer. Life Insurance: The District contributes 100 % of employee's life insurance premiums. Salary Increases: In addition to any negotiated increases each year, eligible employees receive salary increases each July, for the first fifteen (15) years of employment. Longevity Bonuses: Eligible employees receive annual bonuses as follows: 12-14 years of employment, $700; 15-17 years of employment, $1,000; 18 + years of employment, $1,100. Credit Union: Outstanding benefits are available through the Credit Union.

No State Income Tax. No Social Security deductions for most positions working 20 hours per week or more. Retirement benefit offered is the State of Nevada retirement system, Public Employees Retirement System (PERS), which is one of the best in the country.

PERS ELIGIBLE POSITIONS:

Eligible Employees who select the employer paid salary schedule (Schedule A) will have Washoe County School District (WCSD) contribute 100% of the employee's retirement contributions. Eligible employees who select the employer-employee paid salary schedule (Schedule B) will have a portion of the legislatively designated amount paid by WCSD to PERS for retirement benefits and the employee, in turn, will pay the remaining portion of the legislatively designated amount of his/her salary to PERS. These options are introduced and explained in detail during the New Employee Orientation upon selection for employment.

New employees will be fingerprinted upon hire and every five years thereafter and will have $58.50 deducted from their first paycheck to help defray the cost of fingerprinting.? Non-licensed employees will have $58.50 deduction when their fingerprints are completed every five years. Fingerprint fees are subject to change.

Please be advised there is a 90-day waiting period for insurance benefits.

Temporary employees working less than 6 months do not receive benefits.

Any applicant who would like to request a reasonable accommodation in any step of the selection process should contact Human Resources at (775) 348-0321.