Technical Support Representative I
12 month contract
Strong tech savvy with 1 Years of Help Desk/Technical support experience
Experience and ability to do troubleshooting with Desktop computers, Monitors, Laptops, Chromebooks, etc.
Familiarity with Microsoft products including Windows operating system, MS Office, etc.
Strong customer service skills
Strong communication skills
Desire to help others and make the technical situations better or improved, where possible
The Technical Support Representative I is the entry-level classification in the Technical Support series. Employees in this classification provide Tier I basic, routine support service through the centralized Service Desk call center and via email contact. Employees in this classification will job shadow and train with the Technical Support Representative II staff to develop hardware and software field service expertise and to learn to troubleshoot and repair the more complex, non-routine Service Desk service requests.
Under general supervision, provide exemplary customer service and technical support to end users at District sites and offices; identify and resolve hardware and software operating problems; configure, install, test, maintain, troubleshoot and repair computer equipment, telecommunications systems, software and peripheral equipment; provide training to District personnel in the proper operation and care of technologies; update and maintain a variety of records related to work orders, technology parts inventory, software licenses and third party vendor repairs.
The classification specification does not describe all duties performed by all incumbents within the class. This summary provides examples of typical tasks performed in this classification.
Troubleshoot, diagnose and repair a variety of technologies, computer hardware, software, networks and peripheral equipment; assure user needs are met and technical support issues are resolved in a timely manner.
Deliver service and support to end-users via telephone, remote connection, in-person or over the internet
Gather customer information and determine issues by evaluating and analyzing the symptoms; attempt to diagnose and resolve technical hardware and software issues through initial Service Desk contact, determine if additional information is required, prepare service request tickets for Tech Support field service; process and record call transactions using designated tracking software.
Identify and redirect problems to appropriate resources; escalate priority issues per District protocols; follow up and make scheduled call backs to end-users and communicate with vendors as necessary.
Develop and maintain knowledge of District technologies, hardware, software, telecommunications, innovations and trends, through formal training, printed and on-line professional journals and publications, contact with other technology support professionals, and self-initiated study; stay current with system information, changes and updates.
Update and load approved software such as operating systems, instructional and office automation applications to user computers and related technologies; assist and provide technical support for users during technology deployments, system upgrades, enhancements or other technical projects.
Participate in evaluating a wide variety of technologies, computers, software and peripheral equipment for use in the District; provide recommendations concerning the purchase of new computer systems, software and equipment.
Experis is an Equal Opportunity Employer (EOE/AA)