Assoc IT Cust Serv Rep-11M

JOB SUMMARY

This position addresses incidents of service interruption and takes steps to re-initiate service or properly escalate for resolution. This position may work in one of three settings. It may be in a call center/Service Desk, dispatched to a campus or location, or resident at a location. Generally, employees will contact the Service Desk for a request for service related to IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data, and educational technologies. If the Service Desk is not able to resolve the problem on the phone or by e-mail, local service will be provided in one of two ways. It will be dispatched or, if a campus can afford it, a local customer service specialist will respond to the issue. Works on problems of limited scope and complexities. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

MAJOR DUTIES & RESPONSIBILITIES

• Works in either a call center or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
• Provides support services to employees with information technology issues involving applications or data, and educational technologies.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate personnel and provides case status updates to management and end-users. 
• May be involved in supporting conferences and large training meetings of users in one location. During this time, local support is critical and provides proactive time for upgrades, maintenance, etc.
   

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

• Performs other job-related duties as assigned.

EDUCATION

High School Diploma or GED; prefer Associate Degree or 60 hours

WORK EXPERIENCE

Less than 6 months

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

Acquires job skills and learns company policies and procedures to complete routine tasks. Begins to achieve primary level of certification in field. Basic office equipment and Microsoft Office.

LEADERSHIP RESPONSIBILITIES

No supervisory or direct people management responsibilities.

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Work and tasks are often straightforward, routine, structured and guided by established policies and procedures. Little, if any, independent judgment is required, outside of making basic choices in the selection and application of established methods. The job receives frequent, ongoing supervision.

BUDGET AUTHORITY

No budget development activity is required.

PROBLEM SOLVING

Decisions are made on routine matters affecting few individuals and usually within the confines of the job's own department. Specific job activities and results are typically reviewed closely. There are limited requirements for developing new ideas or changes in methods, procedures or services.

IMPACT OF DECISIONS

Follows rules and procedures. Decisions can have minimal or no impact to HISD. Errors can be readily detected, usually by the employee, and, if made, would result in minor expense for correction.

COMMUNICATION/INTERACTIONS

Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations.

CUSTOMER RELATIONSHIPS

Follows through with customer inquiries, requests and complaints. Forwards difficult and non-routine inquiries or requests to appropriate level for resolution.

WORKING/ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Repetitive motion: Substantial movements of the wrists, hands, fingers, and/or upper body for sustained periods of time, including using extremities to drag, push, pull or grasp. Sitting: Particularly for sustained periods of time. Walking: Moving about on foot, particularly for long distances. Employee is expected to be able to commute to multiple work sites in a day and perform dispatched resolution. May have to lift up to 50 pounds. Work is normally set to specified shifts. This position is expected to be goal and customer service focused. During times of emergencies, outages and project planned work; employees are expected to be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.