Job Title
Position Title: Technology Client Service Specialist
Location: Support Services Building A, 1425 East Warren, Detroit, MI 48207
Reports to: Senior Director, Client Services
Salary Range: $43,306 - $57,351
Bargaining Unit: N/A
Benefits Eligible: Yes
Telecommuting Eligibility: Not eligible for telecommuting

POSITION SUMMARY:

The Technical Client Service Specialist is a key member of the Technology Division’s Client Services Team, serving as the first point of contact for staff and students seeking technical support. This role blends strong customer service with technical expertise to deliver efficient, professional, and empathetic assistance, ensuring a positive support experience for all stakeholders. Responsibilities include managing and resolving service requests through the district’s service management system, troubleshooting hardware, software, and connectivity issues, and escalating complex matters when needed. The Technical Client Service Specialist is expected to maintain accurate documentation, support ITIL-aligned processes, and contribute to continuous improvement efforts, all while fostering trust and ensuring staff and students receive timely, reliable support that enables teaching and learning. The ideal candidate is customer-focused, detail-oriented, and able to combine technical problem-solving with effective communication. They have foundational IT knowledge in software, device troubleshooting, and networking, can apply ITIL practices to enhance service quality, and are dedicated to building trust and improving technology support for the district.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Business Administration or a related discipline.
• CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
• Minimum of three (3) years’ experience in a technical support role (phone, remote or help desk), preferably within an educational environment.

Technical Skills:

• Proficiency in hardware, software, and peripheral troubleshooting for Windows, macOS, and mobile platforms.
• Knowledge of Windows and macOS operating systems and familiarity with Microsoft Office Suite.
• Experience with remote desktop tools, call management systems, and help desk software.
• Familiarity with service management tools and ticketing systems, with ability to document, route, and track requests.
• Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.
• Awareness of ITIL principles or equivalent service management practices.
• Strong problem-solving and analytical skills with focus on timely resolution and continuous improvement.

Communication Skills:

• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users clearly and effectively.
• Ability to document service requests, troubleshooting steps, and resolutions accurately in the help desk system.
• Effective interpersonal skills with the ability to collaborate across teams and departments.
• Active listening skills with the ability to identify customer needs and provide complete, accurate resolutions.

Customer Service Skills:

• Strong commitment to providing exceptional service to diverse stakeholders across the district.
• Ability to build trust and create positive service experiences for staff, students, and community members.
• Empathetic and patient approach to supporting end users with varying levels of technical skill.
• Knowledge of customer service principles and experience applying them in a support environment.
• Willingness to work flexible hours, including occasional evenings or weekends during peak times, to meet district needs.

Physical Requirements:

• Ability to sit for extended periods while working on a computer.
• Occasional lifting and transporting moderately heavy objects, such as computers and peripherals.

Work Environment:

• Primarily office-based with frequent use of computers, phones, and remote support tools.
• Fast-paced environment with shifting priorities and multiple concurrent service requests.
• Occasional on-site visits to schools or district facilities to provide in-person technical support.
• Must have own transportation to travel to district locations when needed.
• Collaborative setting requires interaction with staff, students, and community stakeholders across various district departments.

User Education and Communication

• Provide clear, professional communication to end users, ensuring technical concepts are easy to understand.
• Deliver concise instructions and training to users on common issues, empowering them to resolve minor problems independently in the future.
• Maintain confidentiality and data security standards when handling sensitive staff or student information

Technical Support

• Serve as the first point of contact for staff and students requesting assistance via phone, email, remote support tools, or the service management system.
• Diagnose and resolve hardware, software, and connectivity issues, escalating when necessary.
• Assist with installation, configuration, and basic maintenance of computers, mobile devices, and related peripherals.
• Support district-approved software applications, including troubleshooting access, updates, and functionality.
• Assist in monitoring district-wide IT systems and promptly alert appropriate teams when issues are detected.

Escalation and Documentation

• Accurately document issues, troubleshooting steps, and resolutions in the help desk system.
• Escalate more complex problems to Level 2 or specialized support teams, ensuring a smooth handoff and clear communication.
• Track and follow up on open tickets to ensure timely resolution and stakeholder satisfaction.

User Education and Communication

• Provide clear, professional communication to end users, ensuring technical concepts are easy to understand.
• Deliver concise instructions and training to users on common issues, empowering them to resolve minor problems independently in the future.
• Maintain confidentiality and data security standards when handling sensitive staff or student information.

Collaboration and Continuous Improvement

• Work closely with other IT teams to share knowledge, troubleshoot complex issues, and improve support processes.
• Apply ITIL-aligned practices to ensure consistent, efficient service delivery.
• Contribute to professional development by staying current on district systems, new technologies, and best practices.
• Identify recurring issues and recommend process improvements to enhance efficiency and service quality.

Performance and Accountability

• Achieve key performance metrics related to response times, resolution rates, and customer satisfaction.
• Meet annual objectives that focus on improving service efficiency, increasing customer engagement, and optimizing support operations.
• Provide on-site support at district schools and facilities as required, with reliable transportation to travel to multiple locations.