IT Customer Care Specialist

at  Gilbert Public Schools

JOB DESCRIPTION BOTTOM RIGHT OF SCREEN

Position Length: 12 Month Long
Job Grade: 116
Hourly Rate: $21.74 and up depending on experience
Hours Per Day: 8 Per Day

EXPERIENCE

Job related experience within specialized field is required.

EDUCATION

Targeted job related education that meets organization’s prerequisite requirements.

JOB DESCRIPTION BOTTOM RIGHT OF SCREEN

Position Length: 12 Month Long
Job Grade: 116
Hourly Rate: $21.74 and up depending on experience
Hours Per Day: 8 Per Day

EXPERIENCE

Job related experience within specialized field is required.

EDUCATION

Targeted job related education that meets organization’s prerequisite requirements.

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

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