Position Title: Program Associate I, Field Services & Asset Management
Location: 1425 E. Warren Ave., Detroit, MI 48202
Reports to: Senior Director, Field Services & Asset Management
Salary Range: $62,286 - $ 81,471
Bargaining Unit: OSAS
Benefits Eligible: Yes
In accordance with the Agreement between Organization of School Administrators and Supervisors (OSAS) and the Board of Education of the School District of the City of Detroit, the following vacancy is announced.
As a significant member of the Technology Division’s Field Services & Asset Management team, the Program Associate I will be responsible for responding to and resolving escalated technical issues, addressing stakeholder issues, and serving as a collaborative partner with various departments. The Program Associate I will also monitor the District’s ITSM, reporting on service activity across the team and creating enhancements to improve service and reporting. As a leader among technical professionals, the Program Associate I will communicate and support the District’s goals and initiatives and enforce best practices and customer support.
- Must possess and provide evidence of a bachelor’s degree or higher with a concentration in an information technology field (e.g., Computer Science, Information Sciences, Information Systems) and/or equivalent technical experience in a related field.
- Minimum of five (5) years of desktop/computer support experience.
- Prior experience leading or supervising a team.
- A+ or similar certification preferred.
- Prior experience with virtual and remote desktop applications.
- Proven ability to perform advanced troubleshooting on computers and peripheral equipment.
- Proficiency in Microsoft 365 products such as Word, Excel, PowerPoint, Outlook and SharePoint.
- Excellent communication skills - interpersonal, written and verbal.
- Ability to communicate technical information to teachers, students, staff, and community stakeholders in a clear and concise manner.
- Ability to understand and leverage data reporting to drive service improvement and communicate challenges to management.
- Ability to perform physical tasks such as lifting and moving up to 50 pounds. Must have reliable transportation.
- Assist with the implementation of the department organizational plan, including goals and objectives with measurable outcomes, optimizing field services to support the District’s strategic plan.
- Serve as a technical expert on the Field Services & Asset Management team, providing advanced technical knowledge, skills and support related to the District’s computer hardware, software and networking systems. This includes assisting with the installation, configuration and testing of software, applications, and network connectivity for various types of technology in the District.
- Actively monitor service management tool for team to ensure there is a timely response, resolution and complete record of reported issues. This includes coordinating messaging for escalated issues affecting the organization, updating the knowledge base with known issues, developing customer satisfaction surveys and coordinating projects as needed.
- Provide professional development opportunities to team through hands-on training and demonstrations, on-site field assessments, knowledge share/transfer sessions and new hire onboarding.
- Assist with the management, setup, service and maintenance of all audio/video technology; including but not limited to microphones, digital projectors, classroom audio, video distribution equipment and other educational technology (tablets, stylus pens, clickers, interactive whiteboards).
- Respond to escalated service issues by applying on-site or remote troubleshooting techniques to diagnose and resolve issues. Use escalation responses as opportunities to model and coach team members.
- Prepare and deliver high quality data displays, reports and presentations for review and analysis by District stakeholders as needed.
- Develop dashboards, automation, and reports in the District’s IT service management tool to support ongoing operational improvements and reporting requirements.
- Collaborate with other teams and departments on project-based needs, assist with defining requirements and communicating those requirements to management, and help lead projects.
- Actively participate in the development, documentation and implementation of policy, processes and procedures, serve as an agent to inform, advocate and administer new policies, procedures and change orders.
- Coordinate equipment repair and end-of-life processes with appropriate teams and departments. This includes maintaining good working relationships with vendors.
- Collaborate with other teams and departments to ensure coordination of shared responsibility projects or tasks are completed in a timely manner.
- Proactively communicate, written and verbally, with District stakeholders on status and updates of service tickets and projects, as well as concerns regarding customer service, procedures, policies and completion of tasks.
- Perform other duties as assigned by supervisor.
If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.
In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.
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.
All DPSCD employees are required to disclose their vaccine status, however COVID-19 vaccines are strongly encouraged but not required.
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, gender 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. Questions? Concerns? contact the Civil Rights Coordinator at (313) 240-4377 or [email protected] or 3011 West Grand Boulevard, 14th Floor, Detroit MI 48202