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Technical Client Service Specialist

Date Posted: Feb 10, 2020

Job Description

Job Title

Job Title: Technical Client Service Specialist

Posting Date: 5/3/2019

Closing Date: Until Filled

Salary Details: $37,000-$49,000

Job Type: 

Benefits Eligibility: Successful candidates will be eligible for competitive medical, dental, vision and life insurance coverage, as well as generous illness and/or vacation days.

Reports to: Program Supervisor

Location: 1425 E. Warren, 2nd Floor, Detroit, MI 48207

Join Detroit Public Schools Community District. We are rebuilding Detroit’s public schools, and we are looking for top talent ready to work toward our mission. We educate and empower every student, in every community, every day, to build a stronger Detroit.

Help us achieve our vision. All students will have the knowledge, skills, and confidence necessary to thrive in our city, our nation, our world.

Become a DPSCD leader. DPSCD leaders put students first. They demand excellence and inspire greatness. They model integrity and tenacity. They advocate for equity and provide unparalleled service to our students and their families. They are transforming our schools, our district, and our city.
 

Position Summary

As a significant member of the Technology Division’s Client Services Team, the Technology Client Service Specialist will provide technical support and consultation services to users in a timely, accurate and efficient manner. The Technology Client Service Specialist will provide technical support for hardware, software and applications supported by the District. District technologies include laptops, desktops and tablets in a Windows 10 environment, MS Office 365 tools (Word, Excel, SharePoint, PowerPoint, etc.), PeopleSoft, PowerSchool, Frontline, and others.  As a technical services professional, the Technology Client Service Specialist will use their technical skill and ability to troubleshoot, diagnose, mitigate and resolve issues based on best practices and district policies and procedures. The successful candidate for this role has a wide range of adaptable technical skills and knowledge, learns how to use new technologies quickly, and can effectively communicate technical information to others.  A combination of strong technical and soft skills is a must.

Qualifications:

Education:

  • Associate degree in Information Technology field preferred; computer training program completion acceptable. A high school diploma or GED, and equivalent work experience in a help desk/technical support role is required. 

 

Experience: 

We are looking for talented people who are passionate about transforming Detroit Public Schools Community District (DPSCD) and making a significant difference in the lives of public school students, parents, principals, teachers, and central office employees. Expertise and experience working in an urban public school district is a plus.

  • Minimum of two (2) years help desk or technical support/computer related experience
  • Must possess knowledge of customer service principles and best practices
  • Strong communication skills - written and verbal
  • Must be an active listener with the ability to identify and address the needs of the customer, as well as provide complete resolutions for customers.  
  • Strong interpersonal skills needed to communicate with customers and solve technical-related problems quickly and efficiently
  • Ability to communicate technical information to non-technical stakeholders
  • Strong computer, analytical and problem-solving skills
  • Knowledge of ITIL processes for Incident, Change and Problem Management
  • Strong troubleshooting and critical thinking skills
  • Ability to effectively handle multiple tasks in a fast-paced environment
  • Must be proficient-to-advanced user of Microsoft Office 365/Suite including Excel, Word, PowerPoint, SharePoint and Access
  • Ability to handle stressful situations with empathy and professionalism  
  • Ability to handle stressful situations appropriately and adaptability to different personality types with patience
  • Ability to synthesize and retain information quickly 
     

Position Job Responsibilities:

Under the direction of the Program Supervisor, the Technology Client Service Specialist shall:

 

Essential Functions

 

  1. Act as the first line of contact of technical support and troubleshooting for district stakeholders, including parents, students, employees, external partners, community and board members via phone, email and remote contact for technology supported by the District.
  2. Create a positive experience for customers in a fast-paced environment with high inbound/outbound call volumes.   
  3. Use friendly greetings, clear communication, empathy, problem solving, professionalism and a sense of humor to ensure every customer leaves a technical support transaction with a positive impression of the District.
  4. Think critically and quickly to identify, diagnose, troubleshoot and resolve technical issues for desktops, laptops and tablets, and the software on those devices.
  5. Act as skilled resolver for technical issues related to the District’s business applications across multiple workstreams.  Business applications include Peoplesoft (Finance/Payroll), PowerSchool, Blackboard and other operational software, as well as Windows based applications and hardware.
  6. Enhance the customer experience by resolving technical issues at the first point of engagement, avoiding handoffs, escalations and the need for in-person field service support.  Be assertive in making sure proper closure occurs and look to resolve any conflicts.
  7. Use the District’s information technology service management (ITSM) tool to accurately record, track and assign service requests and incidents to appropriate district departments, communicate resolutions and recommendations to stakeholder, and report escalation and/or high impact issues as needed. 
  8. Fully identify and document the pertinent details (who, what, when, where, why and how) to service requests for accuracy and efficient customer service and data reporting.  
  9. Develop and update information resources such as the ITSM knowledge base, call scripts and frequently asked questions to provide adequate and accurate responses to customers. This includes learning and documenting technical specifications and troubleshooting steps for District-supported technologies, staying informed of District events, structures, resources and initiatives, and knowledge sharing within the team and across departments.
  10. Strive to meet or exceed established customer service standards and metrics to increase customer satisfaction.
  11. Provide technical or customer support for district events such as board meetings, community workshops or expos, including periodic weekend and evening events.
  12. Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.  
  13. Seek out and embrace opportunities to ensure technical and customer service skills are up-to-date, aligned to industry standards and the needs of the District; proactively share knowledge with colleagues to improve the performance of the team. 
  14. Perform duties in alignment with established policies, and procedures, as well as serve as an agent to inform others of new policies, procedures and change management.  
  15. Perform other duties as assigned by supervisor.

SECURITY CLERANCE

INTERNAL APPLICANTS

If you are a current Detroit Public Schools Community District employee, presently employed with the district, you do not have to submit a fee related to obtaining the Detroit Public Schools Community District security clearance.

EXTERNAL APPLICANTS

If you are hired to fill a vacant position, you will be required to submit a Detroit Public Schools Community District security clearance.

At point of offer to hire, please be advised that you will be responsible for a non-refundable payment of $64.50 via Visa, Master Card, American Express, Discover Card, cashier's check, or money order, payable to the DPSCD Police Department. No personal checks or cash is accepted. DO NOT SUBMIT PAYMENT WITH APPLICATION.

 

Method of Application:

Applicants MUST apply through the online application system. ONLY applications submitted through the online application system will be considered for any posted position. All applicants are to attach a copy of their transcripts, most recent resume and cover letter. A copy of your valid teacher certification must be attached if certification is required for the position you are applying.

Applicants will receive an automated confirmation once they have successfully applied for a position.

Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's employer(s) prior to hire.

It is the applicant's responsibility to provide all documentation (including copies) as requested. All documentation must be submitted along with the letter of interest. Documentation will not be accepted subsequent to the closing date of the announcement. Incomplete information will not be considered. Applicants requesting assistance during the application process should contact the Division of Human Resources via email at recruitment@detroitk12.org or office at (313) 873-6897.

The Board of Education of the School District of the City of Detroit does not discriminate against, deny benefits to or exclude participation by any person in its programs, activities or employment on the basis of age, race, sex, color, national origin, creed, religion or handicap.

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