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HELP DESK SPECIALIST II - 29674

Denver Public Schools
Job Description
DEPARTMENT OF TECHNOLOGY SERVICES (DOTS)
240 work days
FTE: 1.0
Salary Range: $36,633-$43,968 ($19.08-$22.90 per hour non-exempt)
  
Essential Functions and Objectives:
 
Provides primary Hotline support by answering the telephones and emails covering all aspects of supported technology for the District.  Records all incidents with users in a ticket tracking system.  Resolves Hotline incidents and emails and/or escalates to the next support level.  Assures tickets are resolved and or escalated in a timely manner.  Provides first level support for all technology-supported hardware and software for the District. Demonstrates DPS’s Core Values:  Students First, Accountability, Integrity, Collaboration, Equity, and Fun.
 
- Handles all Hotline telephone and email contacts relating to technology support.  Enters pertinent information into the ticketing database with proper assignment, if necessary.
- Gathers appropriate information to assist with troubleshooting the cause of the incident and documents in ticket tracking system, resolving or escalating as appropriate. 
- Adheres to individual and team goals related to daily call volume, call resolution and telephone system metrics.
- Works on all incidents as time permits, escalating to technology teams tiered support as volume warrants.
- Monitors all outstanding incidents through resolution.
- Communicates ticket status with the customer.  Follows up with customer to assure problem was resolved satisfactorily.
- Keeps abreast of all district hardware and software technology by attending regular meetings, reading the knowledge base, reading district-wide communication, and attending training or reviewing training videos as required.
- Works on problem tickets prior to escalation to next tiered support level following normal troubleshooting procedures.
- Assist with testing software and hardware to evaluate ease of use.
- Other duties as assigned by Help Desk Manager.
 
Knowledge, Experience & Other Qualifications:
 
- Customer Service experience necessary.
- 1 year Help Desk experience.
- 1 year working with a ticketing system.
- 1 year experience utilizing computer hardware and software.
- 1 year troubleshooting experience on hardware and software desired.
- Strong customer service skills.
- Ability to work in a fast paced environment.
- Able to effectively manage multiple tasks and priorities at the same time.
- Critical thinking and problem-solving skills.
- Working with confidential information.
- Ability to understand user issues and resolve them quickly.
- Ability to work effectively in team environment.
- Patient when working with people and technology.
- Comfortable working one-on-one providing user assistance.
- An aptitude for quickly learning new applications and PC and MAC operating systems.
- Comfortable discussing issues at a technical or non-technical level, depending on the audience.
- Willing to seek assistance when needed.
- Persistent enough to stay with a frustrating problem until it is resolved.
- Excellent interpersonal communication skills that include integrity, tack and discretion.
- Detail oriented.
 
Education Requirements:
 
- High School education with preferred extra training from business or trade institutions desired.
 
Other information:
 
The mission of the DPS Department of Technology Services (DoTS) is to be a proactive partner enabling the success of every child. We support the students, families, and staff of Denver Public Schools by providing the infrastructure, tools, data, and support to enable effective educators and efficient operations. Our leading-edge technology work includes delivering custom portals for our students, parents, teachers, and administrators, managing one of the largest networks in the state of Colorado, providing unparalleled levels of customer support, finding new ways to get technology in the hands of our students, and much more. We believe that technology is a positive, enabling force for parent engagement, student engagement, educator effectiveness, operational efficiency, student safety, and student achievement. By joining us, you too will be enabling the success of every child!
 
About Denver Public Schools:
 
Denver Public Schools is committed to meeting the educational needs of every student with great schools in every neighborhood. Our goal is to provide every child in Denver with rigorous, enriching educational opportunities from preschool through high school graduation.  DPS is comprised of nearly 200 schools including traditional, magnet, charter and alternative pathways schools, with an enrollment of more than 90,000 students.  
 
Under the leadership of Superintendent Tom Boasberg and guided by the tenets of The Denver Plan, DPS has become the fastest-growing school district in the country in terms of enrollment and the fastest-growing large school district in the state in terms of student academic growth.  Learn more at dpsk12.org.  
  
Denver Public Schools is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age, disability, or any other status protected by law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. 
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