IT Customer Service Rep

Location : Hattie Mae White

Department : IT - Service Desk

Area : Northwest

Contract Months : 12

Salary Range : $46,820.80 - $77,251.20

Academic Year : 24-25

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, LAN servers, 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 diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel.

MAJOR DUTIES & RESPONSIBILITIES

List most important duties first

1. Works in either a call center or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.

2. 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.

3. Provides support services to employees with information technology issues involving applications or data, and educational technologies.

4. Provides timely resolution of problems or escalation on behalf of customer to appropriate personnel, and provides case status updates to management and end-users.

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

5. Develops, documents, and implements standard operating procedures and customer service guidelines.

6. May be involved in supporting conferences and large training meetings of users in one location. During this time, local support is critical and provides proactive time for upgrades, maintenance, etc

7. Performs other job-related duties as assigned.

EDUCATION

Associate's Degree; prefer Bachelor's Degree

Equivalent, relevant work experience of 2 years in addition to the minimum experience requirement of 1 year can be substituted for the education requirement.

WORK EXPERIENCE

1-5 years

SKILL AND / OR REQUIRED LICENSING / CERTIFICATION

Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. This job is the fully qualified, career-oriented, journey-level position. Has completed all basic certifications in area of specialty. This position must be well versed in ITIL incident and problem management techniques. Basic office equipment and Microsoft Office.

LEADERSHIP RESPONSIBILITIES

No supervisory or direct people management responsibilities. May provide occasional work guidance, technical advice and training to staff.

WORK COMPLEXITY / INDEPENDENT JUDGMENT

Work is substantially complex, varied and regularly requires the selection and application of technical and detailed guidelines. Independent judgment is required to identify, select, and apply the most appropriate methods as well as interpret precedent. Position regularly makes recommendations to management on areas of significance to the department. Supervision received typically consists of providing direction on the more complex projects and new job duties and priorities.

BUDGET AUTHORITY

No budget development activity is required.

PROBLEM SOLVING

Decisions are made with greater freedom and discretion, including recommendations that are subject to approval on matters that may affect multiple departments across HISD. Job is frequently expected to recommend new solutions to problems, to improve existing methods / procedures / services and generate new ideas. May also review decisions made by other individuals on more routine matters.

IMPACT OF DECISIONS

Decisions have moderate impact to the facility / department or division, causing increased satisfaction or dissatisfaction; producing efficiencies or delays; promoting or inhibiting personal intellectual or professional development; and / or contributing to financial gain or expense. Errors may be serious, usually not subject to direct verification or check, causing losses such as improper cost calculations, overpayment or improper utilization of labor, materials or equipment. Effect usually confined to the organization itself and is short term.

COMMUNICATION / INTERACTIONS

Collaborate and solve problems - works with others to resolve problems, clarify or interpret complex information / policies, and provide initial screening / negotiations without approval authority. Interactions are typically with customers, senior level professional staff, and managers. Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations.

CUSTOMER RELATIONSHIPS

Makes routine or required customer actions to meet customer needs. Responds promptly and accurately to customer complaints, inquiries and requests for information and coordinates appropriate follow-up. May handle escalated issues passed on from co-workers or subordinates.

WORKING / ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Repetitive motion : Substantial movements of the wrists, hands, fingers, and / or upper body for sustained periods of time, including using extremities to drag, push, pull or grasp. Sitting : Particularly for sustained periods of time. Employee is expected to be able to commute to multiple work sites in a day and perform dispatched resolution. Walking : Moving about on foot, particularly for long distances. May have to lift up to 50 pounds. Work is normally set to specified shifts. This position is expected to be goal and customer service focused. During times of emergencies, outages and project planned work; employees are expected to be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.

Houston Independent School District is an equal opportunity employer.

Salary : $46,821 - $77,251