Help Desk 1
Company: FastTek Global
Location: Detroit
Posted on: March 19, 2023
Job Description:
Help Desk 1 #946962
Position Summary:
- As a significant member of the Technology Division's Client
Services Team, the Technology Client Service Specialist will
provide technical support and consultation services to users in a
timely, accurate and efficient manner.
- The Technology Client Service Specialist will provide technical
support for hardware, software and applications supported by the
District.
- District technologies include laptops, desktops and tablets in
a Windows 10 environment, MS Office 365 tools (Word, Excel,
SharePoint, PowerPoint, etc.), PeopleSoft, PowerSchool, Frontline,
and others.
- As a technical services professional, the Technology Client
Service Specialist will use 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 has a wide range of
adaptable technical skills and knowledge, learns how to use new
technologies quickly, and can effectively communicate technical
information to others. A combination of strong technical and soft
skills is a must.
Essential Functions:
- Act as the first line of contact of technical support and
troubleshooting for district stakeholders, including parents,
students, employees, external partners, community and board members
via phone, email, remote and in-person contact for technology
supported by the District.
- Think critically and quickly to identify, diagnose,
troubleshoot and resolve technical issues for district software
(e.g., Clever, PowerSchool, Schoology) and hardware (e.g.,
desktops, laptops and tablets) for staff and students.
- Act as skilled resolver for technical issues related to the
District's business applications across multiple workstreams.
Business applications include Peoplesoft (Finance/Payroll),
PowerSchool, Blackboard, Clever, Schoology, and other operational
software, as well as Windows based applications and
hardware.
- Enhance the customer experience by resolving technical issues
at the first point of engagement, as much as possible avoiding
handoffs, escalations and the need for in-person
- field service support. Be assertive in making sure proper
closure occurs and look to resolve any conflicts.
- Use the District's information technology service management
(ITSM) tool to accurately record, track and assign service requests
and incidents to appropriate district departments, communicate
resolutions and recommendations to stakeholder, and report
escalation and/or high impact issues as needed.
- Fully identify and document the pertinent details (who, what,
when, where, why and how) to service requests for accuracy and
efficient customer service and data reporting.
- Develop and update information resources such as the ITSM
knowledge base, call scripts and frequently asked questions to
provide adequate and accurate responses to customers.
- This includes learning and documenting technical specifications
and troubleshooting steps for District-supported technologies,
staying informed of District events, structures, resources and
initiatives, and knowledge sharing within the team and across
departments.
- Meet or exceed established customer service standards and
metrics to increase customer satisfaction.
- Provide technical or customer support for district events such
as board meetings, community workshops or expos, including periodic
weekend and evening events.
- Collaborate with other teams to ensure coordination and timely
completion of projects/tasks, assist with special projects, and
resolve escalated incidents or service requests.
- Seek out and embrace opportunities to ensure technical and
customer service 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.
- 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.
Additional Info:
At FastTek Global, Our Purpose is Our People and Our Planet . We
come to work each day and are reminded we are helping people find
their success stories . Also, Doing the right thing is our mantra .
We act responsibly, give back to the communities we serve and have
a little fun along the way.
We have been doing this with pride, dedication and plain,
old-fashioned hard work for 24 years !
FastTek Global is a financially strong, privately held company that
is 100% consultant and client focused .
We've differentiated ourselves by being fast, flexible, creative
and honest . Throw out everything you've heard, seen, or felt about
every other IT Consulting company. We do unique things and we do
them for Fortune 10, Fortune 500, and technology start-up
companies.
Our benefits are second to none and thanks to our flexible benefit
options you can choose the benefits you need or want, options
include:
- Medical and Dental (FastTek pays majority of the medical
program)
- Vision
- Personal Time Off (PTO) Program
- Long Term Disability (100% paid)
- Life Insurance (100% paid)
- 401(k) with immediate vesting and 3% (of salary)
dollar-for-dollar match
Plus, we have a lucrative employee referral program and an employee
recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by
the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019
, 2020, 2021, and 2022!
To view all of our open positions go to:
https://www.fasttek.com/fastswitch/findwork
Follow us on Twitter: https://twitter.com/fasttekglobal
Follow us on Instagram: https://www.instagram.com/fasttekglobal
Find us on LinkedIn: https://www.linkedin.com/company/fasttek
You can become a fan of FastTek on Facebook:
https://www.facebook.com/fasttekglobal/
State of Michigan
Candidate Cover Sheet
Please attach completed form as an additional document with the
candidate resume in dotStaff---. This form is required for all IT
staff augmentation positions with the State of Michigan. If
required fields on this form are not completed, the candidate may
be withdrawn from consideration .
* REQUIRED FIELD
* Posting Number:
* Candidate Name:
* Candidate Availability for In Person interview:
* Current Location of Candidate (City, State):
* Is candidate through a sub vendor:
If yes, sub vendor name:
* Earliest availability to start if selected:
*Key engagements over the last two years:
* Has candidate ever worked at the State:
If yes, what department and division:
If yes, dates of employment at the State:
* Does candidate have any relatives working at the State:
If yes, list their name(s) and department(s):
* Describe how past work experience relates to this position:
Recruiter Notes:
By typing my name below, I have validated that all the information
contained in the Candidate's resume related to technical skills and
experience is accurate.
Vendor Representative Name: Click or tap here to enter text. Date:
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Keywords: FastTek Global, Detroit , Help Desk 1, Other , Detroit, Michigan
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