] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → TECHNICAL HELP DESK SPECIALIST I

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Technical Help Desk Specialist I

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Tech Help Desk Specialst I CODE: 5470 SQ/OQ: Optimal Qualified
WORKING TITLE: Technical Help Desk Specialist I GRADE: 20 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under direction, serves as primary technical support and problem resolution specialist assisting customers, via call center or email support with software, hardware, and systems-related issues in a timely, accurate, and professional manner. Actively participates in data analyses to assess and improve customer service. The technician documents and monitors the customer¿s requests for service and support through the use of an enterprise incident management tool. . Attends formal training sessions to attain general knowledge of MCPS school and office supported applications. May oversee the work of lower-graded employees or temporary workers.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Considerable knowledge of desk/laptop computers, Windows operating systems, MCPS supported applications or similar application software preferred. Knowledge of current technology used in LAN and WAN settings, along with wireless networks. Ability to perform in a fast-paced environment; ability to multitask, work under pressure and possess solid time management and organizational skills. Ability to troubleshoot software and hardware problems in the Windows operating environment. Proficiency and familiarity with various software and Windows packages such as Microsoft Office, Outlook, Windows operating system, in addition to common network security protocols, and troubleshooting computer related hardware. Ability to communicate effectively both orally and in writing required to create and update technical documents, correspondence, and note taking. Excellent human relations skills. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: Bachelors degree preferred in the field of computer science or information technology. A minimum of one year of customer service in a busy call center environment, supporting customers via telephone and the use of an incident management application preferred. Experience with current MCPS software in support of school and administrative MCPS applications preferred. Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) Sustained operation of computer and telephone headset.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) None
OVERTIME ELIGIBLE: Yes

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

1. Troubleshoots and answers questions on all system procedures and policies, software, hardware, applications, and networks.

2. Responds to incoming requests on daily questions and problems.

3. Explains technical procedures in layman's term.

4. Applies interpersonal strategies for anticipating and diffusing difficult customer experiences.

5. Refers questions outside of scope of Help Desk to appropriate areas of expertise.

6. Follows up on referrals to ensure customer satisfaction and to update problem resolution tracking software.

7. Documents and updates requests using the enterprise incident management tool..

8. Contributes to the development of documentation in support of Help Desk and office projects.

9. Analyzes Help Desk reports and statistics to recommend modifications to existing systems.

10. Keeps current on technological hardware and software changes affecting customers.

11. Reviews technical literature on Help Desk information and presents this information to the Help Desk team.

12. Performs related work as required.
Class Established: 3/02
Date(s) Revised: 7/09, 11/14, 2/20
Last Reviewed:

This description may be changed at any time.