Tech 5 - Customer Service Rep

Tech 5 - Customer Service Rep (2024-2025 School Year)

Job Title: Tech 5 Customer Service Rep

Position Function: The Customer Service Technician works with the IST staff to provide first level support, and training to both internal and remote customers. The Customer Service Technician manages the recording, analysis, prioritization, escalation, tracking and feedback of work orders and Request received electronically and via the telephone. This position is responsible for dispatching second level assistance, resolving user questions, and providing training to customers when needed. Qualified personnel must be able to communicate effectively while working with diverse groups concerning the use of technology. The Customer Service Technician reports to the Supervisor, Customer Support Services.

Essential Performance Responsibilities:

• Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from customers experiencing problems or questions with hardware, software, networks or telephones
• Opens work order tickets when necessary for all calls received by documenting the required information in the problem-tracking database
• Ability to diagnose, troubleshoots, and repair computer hardware and operating system related problems on PC compatible and Apple computers
• Ability to build knowledge of the Wichita Public School District to better understand the business processes, structure, reporting levels, locations of schools and equipment used at all sites
• Takes responsibility for assigned projects either as team member or individually
• Ability to understand and clearly relate technical manuals, software specifications and telephone instructions
• Identifies reoccurring and potential operational problems
• Ability to express and communicate complex technical concepts effectively, both verbally and in writing
• Coordinates and builds relationships to support bulk computer/technology purchases/ 5 year Computer Plan throughout the year including coordination of the school ordering process, purchasing process, delivery and invoicing through computer and other vendors. The coordination of Bulk Purchases is to be made through districtwide communications and maintained in Excel spreadsheets.
• Places all bulk and non-bulk computer/technology orders with purchasing including the tracking of delivery. This includes special processes in support of all bulk order products. This will include coordination of installations, training, maintaining the bulk order website and other responsibilities in the development of bulk purchasing through IST. Strong communications skills as well as detail tracking of purchases in Excel are necessary.
• Manages and coordinates of all aspects of computer deployments. Working with the vendor on quotes, purchasing, creating a SOW, overseeing delivery, adding to inventory and any other task necessary to the deployment. This will include working with immediate supervisor on budget and scheduling other IST employees needed for the deployment.
• Receipts and tracks computer/technology equipment received for AMAC, IST and any other special projects when necessary. Arranges work orders for the distribution of any orders requiring them.
• Oversees and tracks the disposal of computer equipment through an outside vendor; this is to include reporting, communications with schools on the number of their obsolete computers and working, with disposal vendor.
• Oversees the addition of computer/technology purchases to school inventories.
• Oversees invoicing of computer/technology as required.
• Manages audits of district wide technology inventories to insure accuracy. This would include annual audits of Title, school and non-attendance centers technology equipment.
• Provides reporting on all aspects of purchases and disposal.
• Manages the distribution of teacher laptops to teachers and the return of computers from teachers leaving the district or changing assignment. This includes the personal responsibility for overseeing of the following functions: the return of computers from schools, managing the charges against sites for missing equipment, the reimaging of the computers returned and naming and joining of those computers. The technician will need to be able to reimage and name/join these computers.
• Provides backup for KPI reporting, IST Change Control, district wide inventory and warranty parts.
• Provides additional backup for Receptionist during breaks and lunch periods as required.
• Reports accomplishments as well as inefficiencies to Supervisor of Customer Support Services.
• Fulfills departmental requirements in terms of providing work coverage and administrative notification during period of personnel illness, vacation or education.

Additional Duties: Performs other duties as requested by the Supervisor Customer Support Services or CIO.

Equipment: This position may require the knowledge of SMART boards and iPads in addition to basic office equipment such as computers, copiers, scanners, and fax machine. Must always comply with USD 259's guidelines for equipment use.

Travel: Occasional in-district and out-of-district travel may be required.

Physical and Mental Demands:

• Attendance at required meetings and inservices
• Ability to perform all tasks and work the hours required
• Daily schedules may fluctuate to accommodate deadlines and delivery of services
• May be required to be on-call and work overtime
• Frequent lifting 20 to 30 lbs
• Occasional heavy lifting 40 to 50 lbs
• Work in small spaces
• Bend and twist frequently
• Type at least 35 word per minute
• Ability to view computer monitor for extended periods
• Repetitive use of computer keyboard for long periods of time
• Dependability and regular attendance is very important

Knowledge, Skills, and Abilities:

• Must possess the ability to perform as an effective team player, communicate effectively both verbally and in writing, possess effective time management skills, listen to internal and external customer needs, and be detail and quality oriented
• Intermediate knowledge of Excel
• Ability to plan, organize, make decisions and prioritize work to meet deadlines
• Displays a significant degree of professionalism and confidentiality
• Ability to conform to proper standards of professional dress and appearance
• Knowledge of company's mission, purpose, goals and the role of every employee in achieving each of them

Interrelations:

• Contact with personnel within the district and with customers and vendors
• Will be working under the direct supervision of the department supervisor in order to complete day to day tasks
• Will be working with a diverse population requiring the ability to handle all situations with tact and diplomacy
• Must understand and respond appropriately to customer needs and maintain a positive attitude with all customers and colleagues
• Expected to interact with all internal and external customers in a friendly, professional manner and provide quick, responsive customer service

Employee Punctuality and Appearance:

• In order for schools to operate effectively, employees are expected to perform all assigned duties and work all scheduled hours during each designated workday, unless the employee has received approved leave
• Any deviation from assigned hours must have prior approval from the employee¿s supervisor or building administrator
• All employees are required to report to work dressed in a manner that reflects a positive image of USD 259 and is appropriate for their position

Qualification Profile:

• High school diploma required
• Bachelor's degree in Management Information Systems or Computer Information Systems preferred
• Strong teamwork skills as well as an extensive knowledge of computer hardware, software, networking and other technology applications (including maintenance and repair of various kinds of computer hardware and an understanding of a variety of software packages) are required

FLSA Status: Non-Exempt