Technical Support 3

We are looking for talented people who are passionate about transforming Detroit Public Schools Community District (DPSCD) and making a significant difference in the lives of public school students, parents, principals, teachers, and central office employees. Expertise and experience working in an urban public school district is a plus.

•  Minimum of three (3) years of desktop/computer support experience

•  A+ Certification preferred

•  Prior experience with VoIP, audiovisual equipment setup and operation preferred

•  Proven technical ability to troubleshoot and perform routine maintenance on computers and peripheral equipment, including Windows, MacOS, and iOS systems

•  Proficiency with Microsoft Office 365/Suite products such as Word, Excel, PowerPoint, Outlook, Teams and SharePoint

•  Good communication skills - interpersonal, written and verbal

•  Ability to manage multiple priorities and meet deadlines in a challenging work environment

•  Ability to communicate technical information to teachers, students, staff, and community stakeholders in a clear and concise manner

•  Knowledge of ITIL Foundations a plus

•  Ability to perform physical tasks such as lifting and moving up to 50 pounds

•  Must have reliable transportation for frequent travel between schools and central office

Essential Functions

.1. Provide comprehensive wraparound technical services for hardware and software supported by the District’s technology.

2. Demonstrate professionalism, courtesy, and empathy through customer service while working with all stakeholders exemplifying and modeling the core values of the District.

3.         Identify, diagnose, troubleshoot and resolve technical issues for desktops, laptops and tablets to increase reliability and access to equipment.

4.         Provide setup, service and maintenance of audio/video technology; including but not limited to microphones, digital projectors, classroom audio, interactive whiteboards, video distribution equipment and other educational technology.

5.         Assist with new technology deployment and the asset inventory, recovery and recycling process.

6.         Assist with multifunction device deployment and installation, ensuring equipment is connected to the network and all users are able to access and print to appropriate multifunction devices.

7.         Provide hands-on demonstrations of District hardware and software solutions to support end-users.

8.         Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.

9.         Provide technical support for district events such as board meetings, community workshops or expos, including periodic weekend and evening events.

10.       Leverage the District’s IT service management (ITSM) platform to manage and prioritize service requests and projects, document details of diagnoses, recommendations and resolutions for work completed, request appropriate escalation, and communication