Help Desk Support Specialist - IT Dept., Perm/Prov RB #22 -221b

RECRUITMENT BULLETIN #22-221b                                                                                                                                                           February 8, 2023
  POSITION:                 Help Desk Support Specialist - Perm/Prov

SALARY:                     $41,734 - $48,098

LOCATION:                Information Technology Department22-148, 813 City Hall, Buffalo, NY 14202

APPLICATION:  CANDIDATES FOR THIS POSITION SHOULD COMPLETE AN APPLICATION AVAILABLE ONLINE AT www.buffaloschools.org
Applications successfully received will generate a confirmation email to the account listed on the application. If you do not receive a confirmation email, we cannot guarantee that your application was received. You must submit an application until you receive a confirmation email.


DISTINGUISHING FEATURES OF THE CLASS
A Help Desk Support Specialist is the first and central point of contact for level-one support for users and vendors.  The incumbent represents the department and will begin the process for reporting problems and service requests.  The purpose of this position is to provide a personal contact for customers and to begin the resolution process to problems and inquiries.  The incumbent must be well-informed on the processes of the department and with the departmental Standard Operating Procedures Manual.  The Help Desk Support Specialist works with the department’s various computer systems, database, hardware, software, etc. and must be familiar with the personnel and their functions for problem referral.  Response to callers must be within a reasonable amount of time and with complete customer satisfaction.  Work is performed under strict guidelines and procedures and under the supervision of the Director or a designee.  No supervisory duties are performed
 
TYPICAL WORK ACTIVITIES
 
 

• Performs all duties in accordance with the departmental Standard Operating Procedures manual and the specified Service Level Agreement;
• Provides customers with first-level diagnosis and trouble­shooting of computer problems relating to software packages, basic hardware issues, word processing spread sheets, accounting systems and specific applications;
  • understands common problem inquiries to offer immediate solutions;
  • tracks all customer contacts, researches questions and issues, and resolves each interaction, to the customer’s satisfaction;
• Escalates problems to second or third level support personnel when appropriate, via proper escalation procedures;
  • dispatches calls to field technicians as required;
  • conducts follow-up checks to ensure that problems were resolved;
• Documents all inquiries, calls and contacts with details and sufficient information for support personnel;
• Coordinates problem-solving efforts with support personnel, vendors, users, as needed;
• Regularly attends technical and communication training sessions;
  • applies new information to work processes;
  • prepares for new releases and rollouts to anticipate customer inquiries;
• Attends staff meetings and maintains a record of information discussed;
• Participates in special projects on an as needed basis;
• Performs related duties as required.

 
MINIMUM QUALIFICATIONS 
 
A) Associates Degree in Computer Science or closely related field;

OR

B) Graduation from High School, GED or Equivalency Diploma and one year of full-time  computer help desk experience directly related to the duties of this position;

OR

(C) A Certification and one year of full-time computer help desk experience performing duties directly related to the duties of this position.
 
NOTE:  Verifiable part-time experience will be pro-rated to meet full-time experience requirements. Proof of education must be presented a time of appointment.


APPLICATIONS:       CANDIDATES FOR THIS POSITION SHOULD COMPLETE AN APPLICATION ONLINE AT www.buffaloschools.org

 
APPOINTMENT:        Appointments are subject to the approval of the Board of Education upon the recommendation of the Superintendent following the approval of the Civil Service Division.  Personal interviews shall be scheduled where appropriate.
 

The Buffalo Board of Education is an Equal Opportunity/Affirmative Action Employer.

FINAL FILING DATE:   February 15, 2023

 
APPROVED:
Tami Hollie-McGee
Chief of Human Resources

Salary : $41,734 - $48,098