Help Desk Support Specialist - IT Dept., Perm/Provisional, RB #21-343a
Company: Buffalo School District
Location: Buffalo
Posted on: May 23, 2023
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Job Description:
> > Help Desk Support Specialist - IT Dept.,
Perm/Provisional, RB #21-343a Help Desk Support Specialist - IT
Dept., Perm/Provisional, RB #21-343a Summary Title:Help Desk
Support Specialist - IT Dept., Perm/Provisional, RB
#21-343aID:6391Department:Information TechnologyLocation:City
HallDivision:Civil ServiceDescription **BUFFALO BOARD OF
EDUCATION** **DEPARTMENT OF HUMAN RESOURCES****ROOM 720 CITY HALL**
**BUFFALO, NEW YORK 14202****RECRUITMENT BULLETIN #21-343a**
**January 12, 2022** **BUFFALO BOARD OF EDUCATION VACANCY** **Civil
Service City of Buffalo Residency Requirements will
apply****POSITION:** **Help Desk Support Specialist -
Permanent/Provisional** **SALARY:** **$40,129 -
$46,248****LOCATION:** **Information Technology, 813 City Hall,
Buffalo, NY 14202 APPLICATION:** CANDIDATES FOR THIS POSITION
SHOULD COMPLETE AN APPLICATION AVAILABLE ONLINE AT **Applications
successfully received will generate a confirmation email to the
account listed on the application. If you do not receive a
confirmation email, we cannot guarantee that your application was
received. You must submit an application until you receive a
confirmation email.****DISTINGUISHING FEATURES OF THE CLASS** A
Help Desk Support Specialist is the first and central point of
contact for level-one support for users and vendors. The incumbent
represents the department and will begin the process for reporting
problems and service requests. The purpose of this position is to
provide a personal contact for customers and to begin the
resolution process to problems and inquiries. The incumbent must be
well-informed on the processes of the department and with the
departmental Standard Operating Procedures Manual. The Help Desk
Support Specialist works with the departments various computer
systems, database, hardware, software, etc. and must be familiar
with the personnel and their functions for problem referral.
Response to callers must be within a reasonable amount of time and
with complete customer satisfaction. Work is performed under strict
guidelines and procedures and under the supervision of the Director
or a designee. No supervisory duties are performed **TYPICAL WORK
ACTIVITIES*** Performs all duties in accordance with the
departmental Standard Operating Procedures manual and the specified
Service Level Agreement;* Provides customers with first-level
diagnosis and troubleshooting of computer problems relating to
software packages, basic hardware issues, word processing spread
sheets, accounting systems and specific applications; + understands
common problem inquiries to offer immediate solutions;+ tracks all
customer contacts, researches questions and issues, and resolves
each interaction, to the customers satisfaction; * Escalates
problems to second or third level support personnel when
appropriate, via proper escalation procedures; + dispatches calls
to field technicians as required;+ conducts follow-up checks to
ensure that problems were resolved; * Documents all inquiries,
calls and contacts with details and sufficient information for
support personnel;* Coordinates problem-solving efforts with
support personnel, vendors, users, as needed;* Regularly attends
technical and communication training sessions; + applies new
information to work processes;+ prepares for new releases and
rollouts to anticipate customer inquiries; * Attends staff meetings
and maintains a record of information discussed;* Participates in
special projects on an as needed basis;* Performs related duties as
required.**MINIMUM QUALIFICATIONS**A) Associates Degree in Computer
Science or closely related field; OR B) Graduation from High
School, GED or Equivalency Diploma and one year of full-time
computer help desk experience directly related to the duties of
this position; OR (C) **A+ Certification** and one year of
full-time computer help desk experience performing duties directly
related to the duties of this position. **NOTE:** Verifiable
part-time experience will be pro-rated to meet full-time experience
requirements. Proof of education must be presented a time of
appointment. **APPLICATIONS:** CANDIDATES FOR THIS POSITION SHOULD
COMPLETE AN APPLICATION ONLINE AT **APPOINTMENT:** Appointments are
subject to the approval of the Board of Education upon the
recommendation of the Superintendent following the approval of the
Civil Service Division. Personal interviews shall be scheduled
where appropriate. The Buffalo Board of Education is an Equal
Opportunity/Affirmative Action Employer. **FINAL FILING DATE:**
**January 26, 2022****APPROVED: JAMIE WARREN** **ASSOCIATE
SUPERINTENDENT OF HUMAN RESOURCES**Alternatively, you can apply to
this job using your profile on one of the following sites:
Keywords: Buffalo School District, Buffalo , Help Desk Support Specialist - IT Dept., Perm/Provisional, RB #21-343a, Other , Buffalo, New York
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