What are the responsibilities and job description for the Customer Support Specialist Technology position at Franklin Township Community School Corporation?
JOB TITLE: Customer Support Specialist
NWS POSITION #: 3.274.193.01
REPORTS TO: Supervisor of Support Services
SUPERVISES: N/A EMPLOYMENT AND FLSA STATUS: Classified/Non-Exempt/Hourly JOB GOAL: The Customer Support Specialist provides on-demand support for all users in the district via ticket system and telephone to ensure minimal down time and greatest staff productivity.
PERFORMANCE RESPONSIBILITIES: Respond to help desk requests and phone calls in a timely manner and properly document the resolution Work closely with other IT staff to ensure clear communication and effective resolution of outstanding issues Greet, assess need, and direct visitors to IT staff and appropriate support channels Provide highest level of customer service in email, phone, and in-person support Open, track, and close trouble tickets; ensure problem ownership and promote end-user satisfaction Screen and summarize content of incoming requests Create/curate content for, and promote use of district-facing knowledge base for IT support Serve as a positive public relations advocate for the department Perform installation, configuration, and upgrades of computer software as determined by office and district-established procedures Provide responsive, timely support to end-user on hardware, software, and network-related problems, questions, and use Escalate unresolveable issues to Tier 2 support Perform all other duties as assigned by IT Leadership Team
EMPLOYMENT STANDARDS KNOWLEDGE OF: Microsoft Office (2016 or higher) Microsoft Windows operating systems Standard office procedures and practises Proper English usage, spelling, and punctuation
QUALIFICATIONS: High School diploma or equivalent One year of general clerical or customer service experience Revised: 4/18/23
PHYSICAL REQUIREMENTS: 1. Seldom = Less than 25 % 2. Occasional = 26 to 50 % 3. Often = 51 to 75 % 4. Very Frequent = 76 % & above Ability to stand for extended periods of time. (1) Ability to lift and carry 25 lbs. (1) Ability to work at a desk, conference table or in meetings of various configurations. (4) Ability to see for the purpose of reading laws and codes, rules and policies and other printed matter. (4) Ability to hear and understand speech at normal levels. (4) Ability to communicate so others will be able to clearly understand a normal conversation. (4) Ability to operate office equipment. (4) Ability to reach in all directions. (4)
REASONABLE ACCOMMODATION: The District will comply with all legal requirements relating to reasonable accommodation for employees and job applicants.
TERMS OF EMPLOYMENT 260 days per year
EVALUATION: Performance of this job will be evaluated in accordance with provisions of the Board’s policy on Evaluations of Professional Personnel. Revised
Job Type: Full-time
Pay: $21.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
Work Location: In person
Salary : $21 - $25
