License and Certification Qualifications: Valid Georgia driver's license required. Industry recognized technology certification or industry recognized support certification (HDI or STI) required.

Education Qualifications: Associate's degree in related field preferred or in lieu of an Associate?s degree, a high school diploma or equivalent with at least two years of progressively responsible experience in the computer industry or a related field required.

Experience Qualifications: Five years Information Technology experience with a focus on IT Service Management.

Skills Qualifications: Applicant needs an understanding of standard helpdesk processes and procedures and have knowledge of common applications used by staff located in central office and school locations. Ability to diagnose and resolve difficult technology problems in a timely manner using effective troubleshooting techniques; ability to troubleshoot problems remotely using the telephone and diagnostic tools; ability to ensure and maintain a high level of customer satisfaction and confidence; ability to prioritize and manage workload with limited supervision; ability to multitask various projects; excellent verbal and written communication skills; exceptional interpersonal skills; and ability to analyze existing processes and identify areas for improvement. Computer industry skills and software troubleshooting or level two help desk experience supporting software applications such as Student Information Systems, Microsoft Office, and cloud based applications preferred.

Primary Responsibilities: Perform a team lead function for the IMT Help Desk serving as an initial point of contact for escalations. Provide guidance to GCPS Applications team members as needed and high quality software and technology support to GCPS District staff and retirees. Support is to be provided via telephone, email, remote assistance, face to face or via chat by taking ownership of every reported incident until it is resolved or accepted by the next level of support. Assist parents and students on an as needed basis. Specialist is required to interact with other Divisions and IMT Departments to assist in the development of support processes and project plans for new technology initiatives within IMT and the District. Provides oversight on the day to day operations of the IMT Help Desk.

1. Perform team lead function for the IMT Help Desk serving GCPS Central Offices and school locations.
a. Escalate issues to Customer Service and Support Manager as needed to ensure timely resolution.
b. Escalate issues from the Help Desk to other IMT departments or GCPS divisions as needed to ensure timely resolution.
c. Serve as a reference for non-standard support calls.
d. Foster team skills to improve problem solving techniques, knowledge transfer, and customer satisfaction.
e. Take the lead/initiative to find answers to issues. Share knowledge gained with team members.
f. Assist in identifying, planning, and implementing the team's standard operating procedures and bench marking.
g. Comply with all GCPS district policies, procedures, applicable IMT processes and standard operating procedures.

2. Provide technology support to GCPS staff and retirees related to computer, network, and application operation issues.
a. Take end-to-end responsibility for assigned calls and tickets, providing timely, reliable, and courteous service.
b. Act as an interface between user and support groups as required to resolve problems.
c. Function as the point of contact between Original Equipment Manufacturers (OEMs), vendors, and technology partners when needed.
d. Collaborate with other IMT departments to identify and resolve difficult problems and to facilitate knowledge transfers among departments.
e. Document all telephone calls and requests using the Information Technology Service Management (ITSM) application tool.

3. Provide Automatic Call Distribution (ACD) system management and reporting.
a. Work with the CSSM to ensure ACD system programming is up to date and accurate.
b. Generate daily and weekly reports.
c. Work with Telephony department to ensure ACD system is up to date and/or address programming concerns.
d. Utilize ACD data to adjust team schedules and verify evaluation criteria is met.

4. Provide training for all Help Desk staff.
a. Develop, deliver and maintain the on boarding process for new Help Desk staff.
b. Develop, deliver and maintain the training plan for staff hired for Customer Service Support Specialist position.
c. Develop, deliver and maintain the training plan to ensure Customer Service Support Specialist team members skills are current.
d. Maintain current skill set by using traditional and self-paced training resources.

5. Provide timely and accurate communication.
a. Participate in departmental meetings as required and share support related information with peers.
b. Participate in Digital Learning Day leadership meetings to ensure the support perspective is obtained.
c. Participate in weekly Change Management meetings to gain knowledge of upcoming production system changes.
d. Ensure well formatted and grammatically correct District communications are prepared and sent as needed.


6. Provide and maintain all Knowledge Management for the help desk team.
a. Participate in on-going application, hardware and soft skill training to maintain knowledge.
b. Obtain technical certifications as needed to provide efficient service management.
c. Assist in planning and delivery of staff development in technology as needed.
d. Share knowledge with team members and use knowledge to provide fast and efficient service to central office customers.

7. Create and document technical information for use by the Help Desk.
a. Conduct research and work with other departments to maintain current knowledge of technology adopted by Gwinnett County Public Schools (GCPS).
b. Collect, publish, and maintain appropriate hardware and software maintenance documentation.
c. Create and publish technical troubleshooting procedures and tips to applicable team members.
d. Make recommendations for process improvements and tool additions.

8. Assist in any special projects as needed.
a. Assist with special projects on an as needed basis.
b. Develop IMT Help desk processes to support new application implementation.
c. Assist with the development of new application and training processes to provide the support perspective as needed.
d. Assist with Application User Acceptance Test efforts as needed.

9. Provide status report to supervisor summarizing weekly activities and highlighting significant issues with detail.

10. Perform other duties as assigned.

Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk. The employee will be required to use hands to touch, handle, feel, and/or reach. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.