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Field Service Specialist

Date Posted: Jun 18, 2020

Job Description

Job Title

Job Title: Field Service Specialist
Posting Date: June 17, 2020
Closing Date: Until Filled
Salary Details: $42,000 - $54,000

Job Type: Non-Instructional
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: Senior Director, Field Services
Location: 1425 E. Warren, Detroit, MI  48207

Position Summary

As a significant member of the Technology Division’s Field Services Team, the Field Service Specialist will provide technical support services to users in a timely, accurate and efficient manner utilizing the district service management tool. The Field Service Specialist is responsible for the deployment, installation, setup, staging, configuration, maintenance, and repair of district technology. District technology includes varied makes and models of desktops, laptops and tablets, peripherals and software, in addition to telephones and audiovisual equipment. As a technical services professional, the Field Service Specialist will utilize 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 is client-focused, driven, self-directed and is constantly seeking opportunities for professional learning and growth. A combination of strong technical and soft skills are a must.  

Qualifications


Education:

  • Associate degree in Information Technology field preferred. Equivalent work experience in technical/computer support role is required.

Experience:

  • Minimum of three (3) years of desktop/computer support experience
  • A+ Certification preferred
  • Prior experience with VoIP, audiovisual equipment setup and operation preferred
  • Proven technical ability to troubleshoot and perform routine maintenance on computers and peripheral equipment, including Windows, MacOS, and iOS systems
  • Proficiency with Microsoft Office 365/Suite products such as Word, Excel, PowerPoint, Outlook, Teams and SharePoint
  • Good communication skills - interpersonal, written and verbal
  • Ability to manage multiple priorities and meet deadlines in a challenging work environment
  • Ability to communicate technical information to teachers, students, staff, and community stakeholders in a clear and concise manner
  • Knowledge of ITIL Foundations a plus
  • Must have a clean and smart appearance
  • Ability to perform physical tasks such as lifting and moving up to 50 pounds
  • Must have reliable transportation for frequent travel between schools and central office

Essential Functions

Under the direction of the Senior Director of Field Services, the Field Service Specialist shall:

  • Provide comprehensive wraparound technical services for hardware and software supported by the District’s technology.
  • Identify, diagnose, troubleshoot and resolve technical issues for desktops, laptops and tablets to increase reliability and access to equipment. 
  • Provide setup, service and maintenance of audio/video technology; including but not limited to microphones, digital projectors, classroom audio, interactive whiteboards, video distribution equipment and other educational technology.
  • Provide setup and maintenance for user telephones, including troubleshooting issues, updating handsets and coordinating with infrastructure team during an outage.
  • Assist with new technology deployment and the asset inventory, recovery and recycling process.
  • Assist with multifunction device deployment and installation, ensuring equipment is connected to the network and all users are able to access and print to appropriate multifunction devices.
  • Provide hands-on demonstrations of District hardware and software solutions to support end-users.
  • Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.
  • Provide technical support for district events such as board meetings, community workshops or expos, including periodic weekend and evening events.
  • Leverage the District’s IT service management (ITSM) platform to manage and prioritize service requests and projects, document details of diagnoses, recommendations and resolutions for work completed, request appropriate escalation, and communicate updates on service requests.
  • Seek out and embrace opportunities to ensure technical 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.
  • Demonstrate professionalism, courtesy, and empathy through customer service while working with all stakeholders exemplifying and modeling the core values of the District.
  • 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.
  • Perform other duties as assigned by supervisor.

Security Clearance:

Internal Applicants

If you are a current Detroit Public Schools employee, presently employed with the district, you do not have to submit a fee related to obtaining the Detroit Public Schools security clearance, unless your new role requires a different type of security clearance.

External Applicants

If you are hired to fill a vacant position, you will be required to submit a Detroit Public Schools security clearance. At point of offer to hire, 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.

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 and all applications require a resume to be considered.

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 prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.

Applicants requesting assistance during the application process should contact the Office of Human Resources via email at [email protected] or phone at (313) 873-6897.

DPSCD does not discriminate on the basis of race, color, national origin, sex, sexual orientation, transgender identity, disability, age, religion, height, weight, citizenship, marital or family status, military status, ancestry, genetic information, or any other legally protected category, in its educational programs and activities, including employment and admissions opportunities. Contact the Civil Rights Coordinator for more information at (313) 240-4377 or detroitk12.org/compliance.

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