Service Desk Support Specialist II

Kansas City Public Schools

Service Desk Support Specialist II

Job Title: Service Desk Support Specialist II

Job Title Code: 02261

Salary Grade: J61 $24.65 - $38.98

Department: Department of Technology

Reports To: Lead Service Desk Support Specialist /Manager of Technology Support

FLSA Status: Non-Exempt

Date Prepared: January 1, 2024

PURPOSE OF JOB: To serve as a primary point of contact for all Tier I technology support related issues for the Department of Technology.

Essential Duties And Responsibilities

Incumbents may perform any combination of the essential functions shown below. This position description is not intended to be an exhaustive list of all duties, knowledge, or abilities associated with this classification, but is intended to accurately reflect the essential job functions and responsibilities. Provide exceptional customer service in a proactive manner for all KCPS staff, students, and Administrators.

• Tier II support for escalated request from Tech staff, and other Technology Department teams.
• Train and assist users in the proper use of district technology resources.
• Train and assist tech support teams with new software and hardware implementation.
• Contribute to the development and maintenance of knowledge-based articles, user guides, and support documentation.
• Advanced problem-solving skills to diagnose and resolve complex technical issues efficiently.
• Assist with the implementation of IT service management best practices and process improvements.
• Provide technical support for students and staff on hardware, software, and web-based resources.
• Effectively diagnose and troubleshoot malfunction of Chromebooks, Apple devices, windows laptops, desktops, printers, scanners, barcode readers, digital cameras, Interactive Screens, and other technology related tools.
• Maintain current operating system, updates and software deployments using current management system, for all sites via imaging and / or other automated deployment technologies.
• Provide technology support to new teachers and existing staff, student, and administrative teams.
• Mentor and train Service Desk Support Specialist staff on new software and hardware installation as it pertains to KCPS policies and procedures.
• Assist users with questions regarding employee websites and other technology resources.
• Conduct and maintain inventory of technology equipment using current inventory management tool.
• Collaborate with the Digital Learning Team in supporting the effective use of technology in the classroom.
• Train users how to properly use the ticketing system to create, monitor, and close incident tickets.
• Travel in district when required to provide services and deliver or pick up technology equipment as needed per user request or other business needs.
• Lead and/or participate in special technology projects as required.
• Monitor and assist with the beginning year new hire device deployment.
• Monitor and assist with the end of year staff device collections.
• Patch data jacks as needed for phones, desktops and other resources as required for connectivity.
• Phone Installation and basic troubleshooting processes.
• Collaborate with IT Manager to ensure service level agreements (SLAs) are met.
• All other duties as assigned.
  
  

Required Qualifications

• Associate’s degree or 3 years of related information technology experience.
• 3 years’ experience in an IT support role, preferably in a service desk environment, both remotely and or in person hardware and software related.
• 3 years’ experience supporting various models of desktops, laptops, and other common peripheral devices.
• Exceptional organization skills
• Strong ability to train new users how to use KCPS software applications and devices.
• Excellent verbal and written communication skills required to collaborate with IT staff, other departments, and vendors.
• Ability to lift 40lbs up to a height of 4 feet.
• Ability to resolved issues on first call response.
• Ability to prioritize and manage multiple support requests simultaneously.
• 2 – 3 years’ experience with remote desktop support tools and techniques.
• Current driver’s license and access to a personal vehicle for travel in district (mileage reimbursement provided)
• Strong documentation skills to accurately record and track issues, resolutions, and troubleshooting steps.
• Keen attention to detail to ensure accurate diagnosis and resolution of technical issues.
  
  

Preferred Qualifications

• Knowledge of ITIL processes and Service Management tools.
• Experience with high call volume first call resolution.
• Certification in current Microsoft Windows version
• Certification of CompTIA A , Network or Security
• 3 years’ experience in IT support or Service desk roles.
  
  

SUPERVISORY RESPONSIBILITIES: None

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job requires that the employee be able to: sit, stand, walk, speak, hear, use hands, fingers, and reach with hands and fingers; bend, stoop, and lift objects of at least ten pounds. Job requires the employee occasionally to stoop, kneel, crouch or crawl. Visual ability requires mono and color vision, close vision, distance vision, depth perception and ability to adjust focus.

Terms Of Employment

Length of work year: 12 months

Benefits: Health and Dental Insurance are provided. KCPS Defined Benefit Pension plan – mandatory 9% contribution is required from employee and matched by KCPS; Voluntary.