Technician II - Customer Support

Technician II - Customer Support

REPORTS TO: Director II - Payroll
SALARY: $39,674 - $47,800
PAY GRADE: 704
DUTY DAYS: 239
PCN: 26740
FLSA STATUS: Non-Exempt

POSITION PURPOSE

Supports work that employees experience directly: accurate pay, reliable benefits, responsive leave and compliance support, and clear processes for sensitive employment and payroll questions. The position is ideal for a detail-oriented professional who takes pride in accurate work, responsive service, and consistent follow-through in a high-volume public-sector environment.

ESSENTIAL JOB FUNCTIONS

• Works collaboratively, provides support, and contributes to knowledge sharing with Benefits and Payroll staff.
• Assists employees with routine payroll, benefits, leave, and ADA procedures while preserving confidentiality and service quality.
• Obtains necessary forms and documents from employees and maintains confidentiality of employee data.
• Maintains a system for receiving and tracking incoming mail (this includes, but is not limited to receiving documents to garnish wages from the IRS, Office of the Attorney General, counties, loans, and so forth.).
• Maintains a filing system for copies of live payroll checks.
• Releases live payroll check to employee or mails as applicable.
• Maintains log of live payroll checks and distributions.
• Responds appropriately to inquiries in a timely manner to applicants, employees, supervisors, and all other inquiries.
• Maintains a filing system for returned W2's and disburses as applicable.
• Orders and maintains supplies for the department.
• Enters Purchase Orders/Requisitions and Work Orders including travel.
• Operates office systems and equipment, maintain organized files, and support payroll and benefits staff with administrative follow-through.
• Arranges and coordinates meetings and conferences; maintains calendar of meetings and prepares follow-up materials.

PERSONAL WORK RELATIONSHIPS

• All Fort Worth ISD employees must maintain a commitment to the District's mission, vision, and strategic goals.
• Exhibits high professionalism, standards of conduct and work ethic.
• Demonstrates high quality customer service; builds rapport/relationship with the consumer.
• Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and performs as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

OTHER DUTIES AS ASSIGNED

• Performs all job related duties as assigned and in accordance to the Board rules, policies and regulations. All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of District policies, procedures, and regulations.
• Knowledge of office procedures and of spelling, grammar, punctuation, and arithmetic.
• Knowledge of records administration and maintenance techniques and procedures.
• Knowledge of multicultural diversity issues in the workplace.
• Knowledge of human resources information systems in a school administration environment.
• Skill at the intermediate level, working with Microsoft Office 365, especially Outlook, and Word.
• Skill in giving full attention to what other people are saying, taking time to understand the points communicated, asking questions as appropriate, and not interrupting at inappropriate times.
• Skill in performing mathematical calculations with accuracy and data entry with minimal errors.
• Skill in completing assignments correctly, with attention to detail, and review/proofread accuracy.
• Skill in interpersonal relationships, including using tact, patience, and courtesy.
• Skill in using multi-function telephone, telephone techniques, and phone etiquette.
• Ability to accurately prepare and maintain confidential records, files, and reports with discretion.
• Ability to reconcile data entry to source documents and review work for accuracy.
• Ability to understand, interpret, and apply rules, policies, and procedures relating to operations.
• Ability to work effectively in collaborative teams with all levels of District employees, employee organization representatives, other agencies and the public.
• Ability to organize and prioritize tasks, work under pressure, and meet multiple deadlines.
• Ability to use software to access databases, email, create spreadsheets, and do word processing.
• Ability to communicate effectively, both oral and written forms, and speak publicly.
• Ability to engage in self-evaluation with regard to performance and professional growth.
• Ability to establish and maintain cooperative working relationships with others contacted in the course of work.

TRAVEL REQUIREMENTS

• Travels to school district buildings, professional meetings, and student homes.

PHYSICAL AND MENTAL DEMANDS, WORK HAZARDS

• Tools/Equipment Used: Standard office equipment, including computer and peripherals.
• Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Occasional light lifting and carrying (less than 15 pounds).
• Environment: Works in an office setting; may require occasional irregular and/or prolonged hours.
• Attendance: Regular and punctual attendance at the worksite is required for this position.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

MINIMUM REQUIRED QUALIFICATIONS

• Education:
• Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required.

• Certification/License:
• None

• Experience:
• 3 years of experience in technical customer service or detailed work that includes the use of research and maintaining detailed records, as well as maintaining confidentiality while collaborating with staff required.

• Language:
• Bilingual (English/Spanish) preferred in some settings.

This document is intended to describe the general nature and level of work being performed by people assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.