Support Center Agent

Position / Title: Support Center Agent
Bargaining Unit: NON-UNION: Department/Location: Information Services
Work Days: 261: Reports To: Customer Service and MRO Supervisor
JD Revision Date: 07/18/2023: Supervises: N/A

Function / Position Summary

The primary purpose of this position is to provide customer service to end users with technical and functional questions. To ensure a focal point for first line incident reporting, solving the problem directly or will assign the incident(s) to a technician or appropriate Information Services staff member for resolution. Prioritize and manage multiple priorities. Maintain confidentiality of student/staff information in the department and in the community.

Job Duties / Responsibilities

• Document and resolve customer requests in a professional, timely, and efficient manner.
• Responsible for processing end-user issues, applying best practices, internal tools, and advanced techniques, exhausting all available resolution resources before escalation.
• Capture accurate issue information as the events occur, using the call tracking system and Help Desk ticket management system to track issues and resolve.
• Serve as the communication liaison, informing users of changes within their environment.
• Other duties as assigned.

Education

• High School Diploma (Bachelor's Degree in related field preferred)

Experience / Knowledge

• Minimum of two years computer support and customer service experience.
• Demonstrated knowledge of Windows operating systems.
• Ability to learn and support new applications.
• Exceptional telephone etiquette and the ability to communicate with staff at all levels.
• Provide strong customer service, excellent listening, written, and verbal communication skills.

Physical Demands

• Ability to work on a computer over a major portion of the work day.
• Ability to lift, move, or carry up to 50 lbs. with proper technique.
• Utilize ladders with proper technique.

Terms of Employment

• This is a full-time position.
• Salary and benefits are as established by the Board of Education.
• Salary range for this position is $49,787.00 - $74,680.00. It is our typical practice to hire in between the minimum and midpoint ($62,234.00).

• Attachment(s):
• 12-Month Non Union Classified Benefits Sheet.pdf