Int IT Cust Serv Rep-11M

Job Description

Location: Crespo Elementary School Department: Crespo ES Area:South Contract Months:11 Salary Range: $30,950.40 – $51,084.80 Academic Year: 25-26 ## JOB SUMMARY This position addresses incidents of service interruption and takes steps to re-initiate service or properly escalate for resolution. This position may work in one of three settings. It may be in a call center/Service Desk, dispatched to a campus or location, or resident at a location. Generally, employees will contact the Service Desk for a request for service related to IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data, and educational technologies. This Customer Service Specialist (CSS) differs from the User Device Administrator (UDA) position in that it is the first two tiers of support focused on getting the service installed, or working. The UDA is more focused on the definition, selection, design, imaging and third tier support. If the Service Desk is not able to resolve the problem on the phone or by e-mail, local service will be provided in one of two ways. It will be dispatched or, if a campus can afford it, a local customer service specialist will respond to the issue. Works on problems of moderate scope and complexities where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. ## MAJOR DUTIES & RESPONSIBILITIES * Works in either a call center or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets. * Provides highly visible customer support through the performance of onsite installation, as well as overseeing any necessary diagnosis, troubleshooting, service and repair of complex equipment and systems. * Provides support services to employees with information technology issues involving applications or data, and educational technologies. * Provid…