Desktop Support

Performs desktop computer support assignments, with an emphasis on desktop computer problem resolution. Installs a variety of desktop computer hardware and software and provides technical and customer support for these products. Provides customer support to both on-site and remote users. Analyzes users' system problems and provides solutions. Works with teams of analysts, programmers, and users in application development environments. Tests and may write the technical documentation prepared for software or hardware installation. Primary skill set comprises Microsoft Office Suite and Microsoft, Novell and Unix operating systems. Secondary skill set comprises other office automation tools and the ability to identify and correct hardware malfunctions. Requires a minimum of 1year of current experience in this job class with excellent interpersonal and communication skills, both written and oral.

TN PULSE is the new statewide data management and monitoring system for individualized learning, which will be used to develop, maintain, and store Individual Education Programs (IEPs), Individual Learning Plans (ILPs), Individual Learning Plans for students with characteristics of Dyslexia (ILP-Ds), and 504 plans. It is hosted by a contracted vendor, Public Consulting Group (PCG). The TN PULSE Help Desk staff's primary responsibility will be using the Zendesk customer support software embedded in the TN PULSE system to intake, categorize, and resolve TN PULSE issues reported by users. Help Desk staff will be required to review messages within Zendesk (i.e., tickets), either address the issue themselves in TN PULSE or assign the ticket to the appropriate TDOE or PCG staff, communicate with the user upon resolution, and close the ticket. Help desk staff will also be expected to communicate with users while the tickets are open and active to provide updates on the issue's status.

TN PULSE Help Desk staff will be trained on the use of the Zendesk customer support software and relevant TN PULSE applications. Help Desk staff will be required to comply with all state and federal privacy laws, TDOE policies, and contract provisions when accessing the system. In addition, they must sign an agreement to adhere to Family Educational Rights and Privacy Act (FERPA) and only view records in the system as needed to fulfill the job responsibilities outlined above.