Lead Customer Service Helpdesk Technician

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

GRPS MISSION: Our mission is to ensure that all scholars are educated, self-directed and productive members of society.

                                              Customer Service Help Desk Technician, Lead

Department: Management Information Systems (MIS)
Unit:              Support Non-Exempt
Wage:            Compensation range listed is based on an average 1-15 years of experience, as determine by Human Resources Grade 208 – Specific wage based on relevant years of experience
Direct Supervisor:  Director of Management Information Systems

JOB SUMMARY
The person serving in this position provides support to all Grand Rapids Public Schools staff on all district-supported hardware, software, and systems. Support is provided over the telephone, via chat, e-mail, and in person. This person will lead, review, and report on the work of Helpdesk technicians in creating and maintaining processes and procedures addressing all aspects of front-line customer support. This helpdesk technician will use leadership, teamwork and initiative in the course of normal job responsibilities. This involves maintaining documentation and logging activities. The position includes providing oral and/or written reports to the supervisor regarding group tasks in progress and completed.

ESSENTIAL JOB FUNCTIONS
Essential functions under the Americans with Disabilities Act may include any of the following duties, knowledge and skills. This list is illustrative only and is not a comprehensive listing of all functions and duties performed by employees in this position. Regular on time and in person attendance is an essential function of this job. Other essential functions may include, but are not limited to the following:

• Provides Helpdesk telephone, email, chat, and in-person support to all GRPS staff on all district-supported hardware, software, and systems.
• Utilizes remote control technologies to provide real-time troubleshooting and educational support of district-supported hardware and software.
• Performs specific one-on-one training regarding hardware and software use for any GRPS staff.
• Maintains Helpdesk system and database used for recording customer contacts, activities related to customer service, documenting problems, and providing detailed technical information to MIS technicians.
• Maintains self-help documentation of district systems and processes for staff related to operating, maintaining, and troubleshooting hardware and software.
• Maintains a working knowledge of district supported software (i.e., productivity software, presentation software, instructional tools, payroll/financial/HR systems, scholar records systems, assessment systems, etc.), hardware, telecommunications systems, network systems, and standards.
• Leads Helpdesk technicians by modeling exceptional customer service, assisting with difficult support scenarios, and recommending adjustments to improve customer service and team cohesion.
• Coordinates unified communication among Helpdesk technicians to provide support with fidelity in a timely, professional manner.
• Provides Helpdesk technicians’ perspective in project planning, problem troubleshooting and resolution, and departmental process review.
• Serves as a departmental liaison for users of instructional and administrative technology, which involves listening to, analyzing, and solving customers’ problems.
• Assigns problems to other personnel responsible for resolving the issue and making follow-up contact to ensure that problems are resolved in alignment with customer expectations.
• Provides task progress and completion data prepared in a professional manner to supervisor, MIS technicians, and other helpdesk technicians as required.
• Maintains all Helpdesk technicians’ task progress and completion data and prepares reports in a professional manner for supervisor, MIS technicians, and other stakeholders as required.
• Maintains a high level of technical knowledge and expertise through a continual education process, both formal and self-taught.
• Interacts with co-workers, administration, scholars, parents and the community in positive, supportive and cooperative ways.
• Performs other duties as assigned.

QUALIFICATIONS

Required Education and Experience:
• Associate Degree in Computer Science or related field or 2 years work experience in a technology support position.
• Two (2) years of experience supporting customers over the telephone in a helpdesk call-center setting.

Knowledge, Skills and Abilities:
• Skill in leadership, organization, and time management.
• Skill in operating specific applications and technologies preferred, including the following: BMC Remedyforce, Microsoft Windows OS, Apple Mac OS, Apple iOS, Android OS, Chrome OS, Microsoft Office and Office 365, Microsoft Exchange, G Suite for Education, GoGuardian, wired and wireless networking, desktop and mobile browsers, Edupoint Synergy, Powerschool BusinessPlus, remote control software, hardware/software inventory solutions, Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Call Center Express.
• Ability to manage multiple tasks simultaneously and work effectively under pressure with end-users at all skill levels.
• Ability to effectively communicate both orally and in writing with diverse populations.
• Ability to work in a fast-paced team environment.
• Ability to relate well with staff and the school community using professional communication and cooperation, with a focus on customer service.
• Ability to research, test, and collect information on new ideas, concepts, hardware, software, or systems and possess a conceptual background in technical issues.
• Ability to work with a variety of individuals in a problem-solving situation.
• Ability to identify the root causes of problems and apply permanent corrective actions to repair the problems.
• Ability to quickly learn new skills.
• Ability to maintain the highest levels of confidentiality with all education records in accordance with FERPA.

ADA REQUIREMENTS
The physical demands, work environment factors, and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS
The work is medium work which requires exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk, hear (in a quiet or noisy environment). Specific vision abilities required by this job include close vision, distance vision and ability to adjust/focus.
WORK ENVIRONMENT
The noise level in the work environment is usually loud to moderate.

MENTAL FUNCTIONS
While performing the duties of this job, the employee is required to compare, analyze, communicate both orally and in writing, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile, and negotiate.

Non-Discrimination
The Grand Rapids Public Schools will not discriminate against any person based on race, sex, sexual orientation, gender, gender identity and expression, height, weight, color, religion, national origin, age, marital status, pregnancy, disability, veteran, or military status.

Americans with Disabilities Act accommodations: Assistance with the application process may be requested through the Human Resources Department at (616) 819-2022 or humanresources@grps.org.