JOB DESCRIPTION BOTTOM RIGHT OF SCREEN

Position Length: 12 Month Long
Job Grade: 116
Hourly Rate: $22.18 and up depending on experience
Hours Per Day: 8

CUSTOMER CARE REQUIREMENTS:

• Positive attitude
• Proven customer support experience
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication skills
• Ability to multi-task, prioritize and manage time effectively

MENTAL REQUIREMENTS

Learning Development- Level D Specialized vocational or technical knowledge providing a command of certain technical, administrative, and/or operative practices and techniques. Learning development involves the completion of a formal technical/vocational curriculum often resulting in a degree.
Problem Solving - Level 2 Work situations require consideration and interpretation of circumstances or information to choose the most effective responses. Solutions may be somewhat technical, yet are relatively straightforward, obvious and well-defined once problems are understood. Responses come from the realm of prior learning and experiences.

PHYSICAL REQUIREMENTS

Physical Skill - Level A Basic level of learned physical skill is required. No special coordination beyond that used for normal mobility and handling of everyday objects and materials is needed to perform the job satisfactorily.
Physical Effort - Level 1 Minimal physical exertion is required. Most job time is spent sitting with occasional walking. Occasional lifting, guiding, and carrying of lightweight materials or equipment.

SOCIAL REQUIREMENTS

Human Relations Skill- Level B Job requires patience in communication and well-developed verbal skills to exchange technical or complex information with individuals or small, informal groups. skills in establishing harmonious relationships and gaining cooperation are important.
Scope of Contacts - Level 1 The important job contacts are with peers in the immediate work group and immediate supervisor. Occasional contact with individuals outside the organization may occur.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

Experience: Job related experience is required.
Education: High school diploma or equivalent.
Certifications/Clearances: Must possess a valid Arizona DPS Level One IVP Fingerprint Clearance Card while employed.

PURPOSE STATEMENT:

The job of an IT Customer Care Specialist is to provide hardware and software related support to students, staff, and stakeholders of Gilbert Public Schools. The specialist is responsible for building relationships with staff and students at district schools and departments to assist in resolving issues related to network systems and subsystems, operational issues, hardware, software, and providing direction and recommendations when applicable. Fulfilling end user needs by maintaining excellent customer service standards with high satisfaction is a priority.

ESSENTIAL FUNCTIONS

• Build and maintain positive relationships with students, staff, and stakeholders of GPS through open and interactive communication
• Resolve issues related to network systems and subsystems, operational, hardware and software problems by identifying; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution?
• Resolve end user issues via in-person visit, phone, helpdesk, or email, based on the individual needs of user
• Recommend potential solutions by collecting end user information and analyzing the needs with customer care teams
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of help desk tickets and requests
• Identify and assess customers’ needs to achieve satisfaction
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage end users
• Greet customers warmly and ascertain problem or reason for calling
• Work with entire Technology Services department to ensure proper customer service is being delivered
• Assists in installing computer equipment, network (client and server) software and hardware on a variety of platforms (e.g. service packs, application software, operating software, hardware upgrades, etc.) for the purpose of upgrading and maintaining equipment and software.
• Assists in maintaining network operations, computer hardware, and/or software applications for the purpose of ensuring efficient program operations at District Office and school sites.
• Assists in repairing network-related hardware (e.g. computers, laptops, student devices, peripherals, and network equipment). for the purpose of maintaining computer and network equipment in a safe and functional operating condition.
• Assists other personnel as may be required for the purpose of supporting them in the completion of their work activities.
• Drives to district schools/sites to perform job functions.

ACCOUNTABILITY

Level of Accountability -Level B Responsible for producing journey-level work output on an independent basis subject to supervisory direction and review.
Organizational Impact - Level 2 Work results impact the accuracy, reliability, and acceptability of further results beyond the immediate work section. work results are noticeable and represent a portion of, or support product or service received by the customer or general public.