Tier 1 Service Desk Support Specialist @ Itsc, 8. Hrs, Cont.

Salary: See Position Description
Location : ITSC - TECHNOLOGY SERVICES, WA
Job Type: Please see Job Description
Job Number: TS23-04743
Department: Classified
Division: Technology Services
Opening Date: 11/16/2023
Closing Date: 12/4/2023 5:00 PM Pacific
Description
SUMMARY OF ASSIGNMENT:
The primary job duties of the Tier 1 Service Desk Support Specialist are to provide computer, mobile device, network, and application support for the wide range of district owned technology via telephone, chat, and remote access control to over 3,000 Spokane Public School employees in over sixty district sites. Strong customer service skills are required.

• HOURS: 8
• CONTRACT TYPE: CONTINUING
• ANTICIPATED START DATE: ASAP
• Benefits--Medical/Dental/Vision through SEBB (School Employee Benefits Board) are provided for employees who work at least 630 hours per academic year.
• Additional benefits may include vacation, sick, personal days, and paid holidays.
• Most positions have additional pay provisions above what is represented on the salary schedule, all in accordance with the applicable collective bargaining agreements as negotiated.

SALARY SCHEDULE: LEVEL 3 ON THE TECHNOLOGY SERVICES SALARY SCHEDULE
Responsibilities

1. Provide technical assistance and support for all district staff and students in determining the cause of computer or mobile device problems through thoughtful and planned evaluation. Troubleshoot technology software/hardware issues via telephone and remote control of computers to ensure minimal down time and greatest student and staff productivity while providing excellent customer service.
2. Provide technical support to users throughout the district when required and escalate issues to other teams to ensure timely service.
3. Manage all incoming IT tickets and Help Desk Phone calls.
4. Work with higher level teams to ensure documentation is accurate and effective.
5. Work with IT Leadership and teams to accomplish both large quantity, major seasonal projects, and multi-site equipment deployment goals.
6. Collaborate on technology solutions with other employees in the technology department as well as other departments.
7. Provide exceptional customer service.
8. Maintain a clean and safe work environment.
9. Other related duties as assigned.

Qualifications
REQUIRED QUALIFICATIONS:

1. Three or more years of successful college or trade school education in the information technology field. Equivalent work experience may be substituted.
2. Troubleshooting skills in both the computer software and hardware (desktop, laptop, and mobile device) area.
3. Experience with Windows operating systems.
4. Ability to properly prioritize tasks.
5. Must be able to work as a member of a team in a positive and professional manner.
6. Ability to effectively communicate with users at all levels.
7. Able to lift fifty pounds.
8. Ability to work hours other than 7 a.m. to 5 p.m. Overtime, including evenings and weekends may be required.
9. Access to personal transportation and possess a valid driver's license required.
10. Provide Exceptional Customer Service and Maintain a positive work environment with other IT and school district staff.
11. Demonstrated ability to work effectively with a diverse group of students, teachers, parents, and administrators while maintaining confidentiality.
12. Relates positively to youth and adults of varying socioeconomic, cultural, and ethnic backgrounds.

DESIRED QUALIFICATIONS:

1. Work experience in a school environment is beneficial.
2. Experience supporting technology in a help desk environment. Experience in remotely troubleshooting software and hardware issues over the phone and e-mail etc.
3. A+ Certification.
4. Experience in a Windows network environment.
5. Knowledge of database structures and use for MS Excel and database management systems.
6. Experience with directory systems and computer software management solutions such as Active Directory, Azure, SCCM and Intune.
7. Experience with O365 applications.
8. Experience supporting mobile device platforms for use in classrooms. (Such as iOS, Android, Windows).

Additional Information

1. Work Schedule - Days and hours (listed above) are subject to change depending on program and district needs.
2. Stipends, Leave Accruals and Holidays - Stipends, leaves and paid holidays are in accordance with the applicable collective bargaining agreement () as negotiated.
3. Benefits Highlights:
   
4. The administers health insurance and other benefits for employees of Washington's school districts who are in benefit eligible positions (at least half-time/20 hours per week in a regular position).
   • Multiple medical plans offered from various providers such as Kaiser Permanente WA, Premera Blue Cross, and the Uniform Medical Plan (for example) to fit your needs for varying cost and care options. Vision and Dental plan options, as well as standard Life and AD&D insurance are offered at no cost to the employee. The SEBB program also offers additional employee paid benefits like Dependent Care Assistance Program (DCAP), supplemental Life and AD&D, Long-Term Disability insurance, and Medical Flexible Spending Arrangement (FSA).
5. Benefit eligible Spokane Public Schools employees and their dependent family members have access to free, confidential counseling, consultation and referral services through the Employee Assistance Program.
6. School District Employees participate in the Washington State Department of Retirement Systems (DRS) public pension plan. Employees can choose from a lifetime retirement pension plan or a hybrid pension and investment plan that contributes between 5% and 15% of wages to retirement. When employees meet plan requirements and retire, they are guaranteed a monthly benefit for the rest of their life from the employer-funded pension.
   • Employees can also participate in voluntary savings programs to increase retirement savings such as the DRS Deferred Compensation Program or by participating in a 403(b) retirement plan through the District's plan manager, OMNI.
7. See more about employee benefits at
8. A fingerprint background check is required for all prospective employees

Spokane Public Schools complies with all federal and state rules and regulations and does not discriminate in the admission, treatment, employment, or access to its programs or activities on the basis of age, sex, marital status, race, color, creed, national origin, the presence of any sensory, mental, or physical disability, to the use of a trained guide or service animal by a person with a disability, sexual orientation including gender expression or gender identity, or honorably discharged veteran or military status. This holds true for all students who are interested in participating in educational programs and/or extracurricular school activities, and provides equal access to the Boy Scouts and other designated youth groups.
Inquiries regarding compliance and/or grievance procedures may be directed to the school district's Title IX/Staff Civil Rights Officer, ADA Officer, Harassment, Intimidation, Bullying (HIB)/Student Civil Rights Officer and/or 504 Compliance Officer.
The following Civil Rights Compliance Coordinators have been designated to handle questions and complaints of alleged discrimination:

• Civil Rights Coordinator and Title IX Coordinator: Jodi Harmon, 509-354-7344
• Section 504 Coordinator: Melanie Smith, 509-354-7284

Other district contacts:

• ADA Officer: Stephanie Busch, 509.354.5993
• Affirmative Action Officer: Jodi Harmon, 509-354-7344
• Equal Opportunity Officer: Jodi Harmon, 509-354-7344
• Harassment, Intimidation, Bullying (HIB)/Student Civil Rights Officer: Melanie Smith, 509-354-7284

Address: 200 N Bernard Street, Spokane 99201-0282
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