Customer Support Specialist II

Baltimore, MD, US
May 28, 2019
Customer Support Specialist II
Baltimore City Public Schools
200 E. North Avenue
Baltimore, MD 21202

Support Staff - Position - Classified - Other

Job Number 8600000255
Start Date
Open Date 07/03/2018
Closing Date

Functioning at a proficient level of technical expertise, supports end users and ensures appropriate problem recognition, research, isolation, resolution, and follow-up steps.

Essential Functions
  • Receives requests for computer-related assistance from schools, departments and others, and responds to and diagnoses problems through discussions with users.
  • Identifies, researches, and analyzes details of problems to determine solutions. Provides accurate, timely, and creative solutions to end-user computer and networking problems of moderate nature to ensure end-user productivity. Works collaboratively with and advises customers until problems are resolved.
  • Performs restorative and maintenance actions either remotely or at the end user?s location to resolve problems, using basic troubleshooting and technical skills.
  • Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes.
  • Records accurate information for each request by identifying the customer?s defined needs, and resolves or escalates and logs the requests.
  • Dispatches and directs contractor staff as required to resolve customer problems.
  • Maintains a proficient technical knowledge in at least one BCPSS application programs, database, operating system, customer retrieval process, or network configuration.
  • Participates in the training programs offered to increase technical, interpersonal and communication skills and proficiency related to the projects to which assigned.
  • Performs and promotes all activities in compliance with equal employment and nondiscrimination policies; follows federal laws, state laws, school board policies and professional standards.

Maximum Salary 24.47
Minimum Salary 19.76
Desired Qualifications
  • Bachelor?s degree in Computer Science or a closely related field and technical certifications and one year directly related experience; a Bachelor?s degree in Computer Science or closely related field and two years directly related experience; or an Associate?s degree or a closely related field and technical certification(s) and three years directly related experience; or an Associate?s degree in Computer Science or a closely related field and four years directly related experience; or a High School diploma and technical certification(s) and six years directly related experience; or a high School diploma and eight years directly related experience.
  • Excellent written and oral communication skills.

Full time or Part time Full time
Additional Details
Qualified candidates for the above position must submit the following:
  • Completed online application
  • Resume that clearly demonstrates the above minimum qualifications. It is important that you include all experiences and education related to the position to which you are applying.
  • Upload copies of all transcripts ?undergraduate, graduate and all MSDE Certifications
  • Must provide three (3) professional references to include: name, title, business address, e-mail address and phone number
  • All documentation/certification necessary (scanned copies accepted) to substantiate minimum qualifications; must be uploaded into application
  • All documentation must be scanned and uploaded to application
Benefits -- This position is eligible for benefits. To review the available options please see the information relevant to the union for this position by viewing the following link:
Baltimore City Public Schools is an equal opportunity employer and encourages resumes from bi-lingual or multi-lingual candidates.

Baltimore City Public Schools does not discriminate in any aspect of employment on the basis of race, color, ancestry or national origin, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, veteran status, genetic information, or age. For inquiries regarding the nondiscrimination policies, please contact the Equal Employment Opportunity Manager, 200 E. North Avenue, Room 208, Baltimore, MD 21202; 410-396-8542 (phone); 410-396-2955 (fax).
This position is affiliated with the Paraprofessionals and School Related Personnel (PSRP) bargaining unit.

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