Customer Support Representative (I Or Ii): Technology Services

Position Type:
Classified/Classified
Date Posted:
12/19/2023
Location:
Technology Services
Date Available:
02/01/2024
Closing Date:
01/02/2024
Customer Support RepresentativeTechnology Services
Location: Sunnybrook Campus: Clackamas, OR
Schedule: 8 hours per day / 5 days per week / Year-Round Calendar
Vacancy open to candidates for a I or II level position, depending on qualifications
Clackamas ESD strives to infuse equity in all our programs and bodies of work by maintaining an inclusive, barrier-free environment in which everyone participates and fully benefits.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in the job description. We are most interested in finding the best candidate for the job, and that candidate may be the one who comes from a less traditional background. We would encourage you to apply, even if you don't believe you meet every one of our qualifications described. If you are unsure whether you meet the qualifications of this position, or how this would be determined, please feel free to contact Human Resources at hr@clackesd.org to discuss your application.
Find your "why" with Clackamas ESD
At Clackamas Education Service District, our mission is to lead, serve and innovate for learning. Clackamas ESD provides services in early learning, special education, technology and teacher/staff support to Clackamas County school districts. We ensure students and families in all of our communities - big and small - have access to equitable education services. Learn more.
About the program:
Our Technology Services team is well known and highly regarded for providing many regional services that support the needs of local school districts, more than 30 government organizations and the ESD. We use our on-site 4,000- square-foot data center as well as AWS/Azure/GCC to provide integral network support to our clients. Some of the services we provide include regional student information and ERP systems, private cloud hosting, data center colocation, ISP, SIP, network design and maintenance, firewall, IP allocation, DNS, network security, network monitoring, and problem resolution.
About this position:
The Customer Support Representative provides direct support to district clients and the ESD on its deployed enterprise information systems, such as the student information system. The Representative trains clients to use the enterprise systems and develops documentation and training materials. The Representative listens, advises, and represents clients' interests in configuration and customization to ensure successful utilization of system features. The Representative serves as a liaison between the client and the ESD.
The CSR I also:
This position is entry-level and focuses on developing skills in first-line support of the enterprise information systems. Employees in this position will help the client troubleshoot less complex issues and challenges due to user error or lack of knowledge.
The CSR II also:
This position is professional-level and works to anticipate and solve problems as they arise with the enterprise information systems for clients. In this position, employees have deep knowledge of several aspects of the deployed enterprise system. They may be asked to deliver specialized training and share knowledge with team members on these aspects. This role will participate in advisory and district meetings, sharing information and demonstrating new features.
Essential functions:

1. Provides technical information and assistance to clients on some enterprise information systems including software features and procedures, including first level support to clients on network connections and personal computer problems.
2. Respond to inbound requests for client support and issues bringing requests to resolution in a timely manner with unresolved problems are properly escalated and communicated.
3. Records problems and provides initial analysis and problem resolution in the ticketing system.
4. Records problems/bugs, verifies defective functionality, and reports to colleagues
5. Maintains enterprise information systems security by controlling client profiles, passwords, access to the computer network, permissions, and client setup.
6. Works with clients to effectively use enterprise information systems, which may include creating queries, writing reports, and configuring settings, to meet the clients' needs
7. Maintains confidentiality of client data and obtains client authorization prior to making modifications of client data and obtains appropriate authorization prior to releasing client data.
8. Serves as a liaison between the client and Clackamas ESD.
9. Performs duties as requested by districts and schools to support third party product interfaces to enterprise information systems including but not limited to photo vendors, transportation systems, library systems, food service systems, and Oregon Department of Education systems.
10. Attends client, state, vendor, and advisory meetings as appropriate.
11. Strong documentation skills for both technical and non-technical audiences, and documentation follows department documentation standards.
12. Communicates clearly with non-technical audiences to understand client needs, and follows up to ensure solutions meet client expectations.
13. Creates and collaborates on solutions (code, hardware integration, etc.) that teammates can understand and change as needed, creating sustainable solutions using best practices that do not rely upon the creator.
14. Uses source control to store critical syntax, configuration, scripts, code, documentation, test plans, and software that affects any product, operation or research procedures.
15. Continuously drives to troubleshoot issues with data and software, utilizing outside resources to help (e.g. internet searches) and increasing technical sophistication with every problem solved.
16. Stays current and proficient in the latest industry technology tools, data management techniques, principles, languages, frameworks, software, and research practices.

The CSR I also:

1. Develops client documentation and tutorials in the general use of enterprise information systems.
2. Collaborates with team members to problem solve and troubleshoot new issues, and guides clients with reoccuring issues to previously created solutions without team.
3. Perform test plans on software releases; identify and document software defects and enhancements.
4. Serves as a generalist for supporting all core enterprise information systems function areas.

The CSR IIalso:

1. Develops client documentation, training, and tutorials and provides client training in the use of enterprise information systems.
2. Works independently to advise clients and troubleshoot issues; collaborates with team members on difficult problems.
3. Perform quality assurance tasks, which includes the development of test plans, for new functionality and software releases; identify and document software defects and enhancements.
4. Develops specialized and deep knowledge of all core enterprise information systems function areas.

Minimum qualifications:
The CSR I will have:

1. Experience working with an enterprise information system (such as a student information system), within a school or office setting.
2. Desire to train and assist adults in a helpful and facilitating manner.
3. Working knowledge of an enterprise information system, such as a student information system (e.g. Edupoint's Synergy).
4. Working knowledge of computer desktop operating system (e.g., Windows), word processing, spreadsheet, database and presentation applications (e.g. Microsoft Office, Google Workspace), and web browsers.

The CSR II will have:

1. Two or more years of experience as a CSR I, or equivalent experience at the district level.
2. Demonstrated ability to train and assist adults in a helpful and facilitating manner
3. Deep knowledge of an enterprise information system, such as a student information system (e.g. Edupoint's Synergy)
4. Expert in computer desktop operating system (e.g., Windows), word processing, spreadsheet, database and presentation applications (e.g. Microsoft Office, Google Workspace), and web browsers and can perform simple mail merges.

Both positions require:

1. Working knowledge of hardware and network connections sufficient to perform first line problem determination.
2. Recent successful experience in computer/network hotline support.
3. Demonstrated ability to make decisions independently and use initiative to accomplish complex assignments with general instruction and guidance.
4. Demonstrated ability to exercise judgment and integrity on the job with confidentiality, tact, and diplomacy.
5. Demonstrated ability to organize time and other resources to perform multiple tasks simultaneously.
6. Demonstrated ability to work accurately with attention to detail.
7. Valid driver's license.
8. Written and oral communication skills sufficient to perform essential functions.
9. Physical and mental attributes sufficient to perform essential functions.

Salary: Range 19 or Range 21 of the classified salary schedule. New hires are eligible to come in at up to Step 4 depending on experience, per the Classified Collective Bargaining Agreement. $26.64 - $31.96 per hour.
CESD Classified Salary Schedule 2023-24Range
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
19
$26.64
$27.10
$28.04
$29.02
$30.03
$31.11
$32.15
$33.27
21
$29.40
$29.91
$30.94
$31.96
$33.10
$34.25
$35.44
$36.69
Benefits:

• Full medical, dental, and vision insurance with generous district-paid contribution (most employees pay $0 out of pocket to maintain health insurance coverage)
• Retirement through the Oregon Public Retirement System (PERS) includes pension and individual account program
• Paid time off, including paid holidays, sick leave, and other personal leave
• Opportunities to grow with us with generous professional development expense reimbursements
• Read more about our benefits here

Retirement plan contributions:
Clackamas ESD employees working 600 or more hours in a calendar year are eligible for the Oregon Public Employee Retirement, or PERS. There are two components to PERS, including the pension, which is primarily funded by CESD and The Individual Account Program, or IAP, which is funded by a six-percent deduction from your paycheck. If you are new to PERS, your PERS deduction will begin automatically after a six-month waiting period.
How to apply:
Submit your application at https://www.applitrack.com/clackesd/onlineapp/. Applications for this position must be submitted by 11:59 PM on the listed closing date and must include:

• Cover Letter
• Resume
• Completed application form

Clackamas Education Service District is proud to be an equal opportunity workplace. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce along with the students and families that we serve.
Clackamas ESD policy provides veterans and disabled veterans with preference as required by law.
Attachment(s):

• Job Description: CSR I
• Job Description: CSR II