Technical Support
Job Description:
We are looking for talented people who are passionate about transforming Detroit Public Schools Community District (DPSCD) and making a significant difference in the lives of public school students, parents, principals, teachers, and central office employees. Expertise and experience working in an urban public school district is a plus.
As a significant member of the Technology Division's Field Services Team, the Field Service Specialist will provide technical support services to users in a timely, accurate and efficient manner utilizing the district service management tool. The Field Service Specialist is responsible for the deployment, installation, setup, staging, configuration, maintenance, and repair of district technology. District technology includes varied makes and models of desktops, laptops and tablets, peripherals and software, in addition to telephones and audiovisual equipment. As a technical services professional, the Field Service Specialist will utilize their technical skill and ability to troubleshoot, diagnose, mitigate and resolve issues based on best practices and district policies and procedures. The successful candidate for this role is client-focused, driven, self directed and is constantly seeking opportunities for professional learning and growth. A combination of strong technical and soft skills are a must.
Experience:
Minimum of three (3) years of desktop/computer support experience
A
Certification preferred
Prior experience with VoIP, audiovisual equipment setup and operation preferred
Proven technical ability to troubleshoot and perform routine maintenance on computers and peripheral equipment, including Windows, MacOS, and iOS systems
Proficiency with Microsoft Office 365/Suite products such as Word, Excel, PowerPoint, Outlook, Teams and SharePoint
Good communication skills - interpersonal, written and verbal environment
Ability to manage multiple priorities and meet deadlines in a challenging work
Ability to communicate technical information to teachers, students, staff, and community stakeholders in a clear and concise manner
Knowledge of ITIL Foundations a plus office
Essential Functions:
Provide comprehensive wraparound technical services for hardware and software supported by the District's technology.
Demonstrate professionalism, courtesy, and empathy through customer service while working with all stakeholders exemplifying and modeling the core values of the District.
Ability to perform physical tasks such as lifting and moving up to 50 pounds
Must have reliable transportation for frequent travel between schools and central
Identify, diagnose, troubleshoot and resolve technical issues for desktops, laptops and tablets to increase reliability and access to equipment.
Provide setup, service and maintenance of audio/video technology; including but not limited to microphones, digital projectors, classroom audio, interactive whiteboards, video distribution equipment and other educational technology.
Assist with new technology deployment and the asset inventory, recovery and recycling process.
Assist with multifunction device deployment and installation, ensuring equipment is connected to the network and all users are able to access and print to appropriate multifunction devices.
Provide hands-on demonstrations of District hardware and software solutions to support end-users.
Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.
Provide technical support for district events such as board meetings, community workshops or expos, including periodic weekend and evening events.
Leverage the District's IT service management (ITSM) platform to manage and prioritize service requests and projects, document details of diagnoses, recommendations and resolutions for work completed, request appropriate escalation, and communication
Estimated Salary: $20 to $28 per hour based on qualifications.
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