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27 Apr 2021

Full-Time 46030 SPECIALIST, CLIENT SUPPORT

Denver Public Schools – Posted by Denver Public Schools Denver, Colorado, United States

Job Description

PLEASE APPLY HERE:

https://ltmwebprod01.dpsk12.org/ltmprod/xmlhttp/shorturl.do?key=6KT

DEPARTMENT OF TECHNOLOGY SERVICES (DOTS)

Traditional 235 work days

FTE: 1.0

Salary Range: $47,665 – $57,896

  

Essential Functions and Objectives:

Administers and manages activities within a specific area of a responsibility. Serves as the subject matter expert and applies gained knowledge to execute, maintain and improve systems, programs, or processes.

Supports administrative offices and schools in regions across Denver Public Schools and will provide in person, online, and phone-based support to district staffs’ computers and overall technology. Identify and resolve critical and/or time-sensitive technology issues in the district, and work with their Manager and/or Team Lead for timely resolution of these Information Technology (IT) IT-based issues. Work focuses will include, but is not limited to: daily IT problem solving, IT-based projects (e.g. setting up computer labs), technology implementations, hardware/software deployments, and other duties as identified by management. Works across their Regional IT Support team to ensure proper IT coverage and IT solutions for all district staff. Provide IT consultation and break/fix supports to IT users for all aspects of end-user computing. 

Provides various support and conducts activities related to logistics, reporting, training, communications, and processes. Participates in the planning and implementation of new initiatives.

Assesses and troubleshoots escalated problems and applies expert understanding to resolve complex challenges of stakeholders; focuses on root cause identification in order to achieve systemic and sustainable improvement. Approves and documents exceptions for compliance record keeping and reporting. 

Ensures appropriate key stakeholder involvement in planning, goal-setting, and implementation to achieve buy-in of work products. Ensures purposeful, positive and professional interactions and relationships with all stakeholders; enables consistent application of work products across the district.

  Identifies opportunities for improvement, prioritizes, and recommends solutions to management. Implements approved enhancements to ensure consistency across the district. Identifies opportunities to reduce costs; analyzes available data, trends, and feedback, and ensures compliance with expectations for optimal operation and goal achievement. 

Perform 1st and 2nd tier IT support for all district enterprise systems, including account management, user security, workstation troubleshooting, assistance with common procedures, classroom-based troubleshooting, and basic user Information Technology (IT) training.

Work proactively with Manager, Team Lead, and DoTS Field Services department to configure and optimize enterprise-level school information systems for the district schools and administrative buildings, including (but not limited to) IT troubleshooting, break/fix solutions, device set ups, calendar setup, general school schedule structure, and transfer of data from one school year to the next.

Work with team members and other service support groups to effectively configure, install, troubleshoot, and maintain software and hardware in a networked environment, and arrange for repairs of IT devices as needed.

Builds customer relationships by coordinating with customers to plan operational and project work. May require on-call availability and may require working during non-business hours and on weekends. 

Consult with users and provide advice on technology strategies and hardware purchases.

Manage and facilitate the technology aspect of opening and closing of schools and administrative departments.

Perform continuous real-time updates, completions, and (if necessary) escalations of all service-request tickets, using SQL-based CRM ) system.

Collaborate with trainers to develop documentation (online and hard-copy) for software applications and enterprise systems (e.g., use guides, quick-reference guides, training videos).

Identify LAN and WAN networking problems (across all 8 layers of network topology), and escalate problems to the Network team in a timely and accurate manner.

Provide continuous real-time verbal and written communication of software and hardware news, issues and problems to all customer relations management (CRM) team members.

Provide basic user training for enterprise software (e.g. e-mail, student information systems, web-based applications, web browsers, office productivity suites, email), utilizing iOS, Windows, Google, cloud-based and Android operating systems, and virtualized operating systems. 

Provide support for iOS, Windows, Google, cloud-based, and Android business applications.

Knowledge, Experience & Other Qualifications:

Typically has one (1) to two (2) years of IT work experience in supporting desktop software and hardware. products and problem solving/troubleshooting.

One (1) or more years of experience working in/with schools, providing similar services.

One (1) or more years of experience using and supporting Mac, Windows, Google, and Android-based applications and OS

One (1) or more years of experience using Microsoft Office/ Google Suite Applications. 

Reliable transportation as day-to-day duties requires driving to and from school/ admin buildings.

Knowledge of Google Suite with emphasis in Sheets, Forms, and Docs as well as Microsoft Office products including Word, Excel and Outlook.

Effective time management and organizational skills.

Effective communication skills.

Strong attention to detail.

Effectively handle multiple demands and competing deadlines.

The ability to take responsibility for one’s own performance.

Work collaboratively with others on a team.

Aptitude for variety and changing expectations and fast-paced environment.

Ability to plan, prioritize and organize project work, at times with interruptions.

Valid Colorado Driver’s License, appropriate insurance coverage and acceptable driving record for the past three years.

Ability to work an on-call flexible work schedule 24 hours a day seven days a week.

Education Requirements:

High School Diploma/GED in IT – Computer Information Systems or other related field.

Bachelor’s Degree in IT – Computer Information Systems or other related field preferred. 

 

Other information:

 

The mission of the DPS Department of Technology Services (DoTS) is to be a proactive partner enabling the success of every child. We support the students, families, and staff of Denver Public Schools by providing the infrastructure, tools, data, and support to enable effective educators and efficient operations. Our leading-edge technology work includes delivering custom portals for our students, parents, teachers, and administrators, managing one of the largest networks in the state of Colorado, providing unparalleled levels of customer support, finding new ways to get technology in the hands of our students, and much more. We believe that technology is a positive, enabling force for parent engagement, student engagement, educator effectiveness, operational efficiency, student safety, and student achievement. By joining us, you too will be enabling the success of every child!

 

About Denver Public Schools:

 

Denver Public Schools is committed to meeting the educational needs of every student with great schools in every neighborhood. Our goal is to provide every child in Denver with rigorous, enriching educational opportunities from preschool through high school graduation.  DPS is comprised of nearly 200 schools including traditional, magnet, charter and alternative pathways schools, with an enrollment of more than 90,000 students.  

 

DPS has become the fastest-growing school district in the country in terms of enrollment and the fastest-growing large school district in the state in terms of student academic growth.  Learn more at dpsk12.org.  

  

Denver Public Schools is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age, disability, or any other status protected by law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.

 

 

 

How to Apply

Please use the following link to apply from a PC: https://ltmwebprod01.dpsk12.org/ltmprod/xmlhttp/shorturl.do?key=6KT

Job Types: Full-Time. Salaries: 40,000 - 60,000.

Job expires in 76 days.

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