The Senior Call Center Specialist is a Tier 1 support technician who is responsible for facilitating remote software and hardware troubleshooting for all district staff. Within a team of 3, the Senior Call Center Specialist represents the first point of escalation for all technical support and is responsible for troubleshooting, documenting, resolving and/or escalating requests that require on-site support or hardware repairs. While the Senior Call Center Specialist reports to the Director of End-Users Services, their immediate working relationship is with their team as they work to solve technical support inquiries that come in via phone or email on a day-to-day basis. The selected candidate must be experienced in software and hardware troubleshooting, be well versed in a range of different software and hardware applications, be a quick learner with a high attention to detail and the ability to multitask across a wide range of tasks and responsibilities.

Reports To: Director of End-Users Services

Salary:
Support Exempt Salary Schedule Level 1, Step 1 (starting at $52, 447)

FLSA Status: Exempt

12 Months

Qualifications:
- Exceptionally strong oral and written communication skills are required.

1. General Education:
- Associate's Degree and at least 3 years Call Center experience.

2. Vocational Requirements:
- Demonstrates mastery of using Microsoft Office Professional tools.

- Experience with the district's core applications and a willingness to learn new tools.

- Must be experienced in visual and written documentation in support of the district infrastructure.

3. Physical Requirements:
- Able to type and site for a long duration of time.

Residency Requirements: City of Pittsburgh Residency Required

Essential Job Functions:
Specific tasks and job responsibilities are as follows:

1. Provide Tier 1 technical support for all technical hardware and software troubleshooting.

2. Provide Tier 1 ticket routing of all non-technical PPS issues such as payroll, benefits or HR inquiries.

3. Evaluate and resolve escalated call tickets that are able to be remotely completed.

4. Keep tickets, escalations and documentation up to date on a day-to-day basis.

5. Maintain trainings and skills appropriate for the district core applications and investments.

6. Maintain equipment inventory that is tracked in the district's ticketing system.

7. Maintain technical support reports and service level agreements that are tracked in the district's ticketing system.

8. Maintain a professional and skilled personality at all times when dealing with district staff.

9. Complete required trainings as required.

The Pittsburgh Public Schools (PPS) does not discriminate on the basis of race, color, national origin, sex, disability or age in its programs, activities, career and technical education programs or employment and provides equal access to the Boy Scouts and other designated youth groups. It is the policy of the Pittsburgh School District to make all services, programs and activities available and to provide reasonable accommodations to persons with disabilities. Please make requests for accommodations at least 72 hours before the scheduled event. For more information regarding accommodations, civil rights grievance procedures, please contact: Office of Employee Relations, 341 S. Bellefield Ave, Pittsburgh, PA 15213 or 412-529-HELP (4357).