DUTIES AND

RESPONSIBILITIES

INCLUDE

These items are intended only as examples of the various types of job duties to be performed.  The omission of specific duties does not exclude them from the position if the work is a similar, related, or logical assignment to the position.

      Serve as a team member to the HCPS end-user community providing a single point of contact to initiate technology support service. Engages client users via call center, email, and in person methods. De-escalates situations involving dissatisfied clients, offering patient assistance and support. Handles escalated support tasks as directed by Technology leadership.

      Initiates corrective action through tier-1 problem analysis; delivers resolution or initiates escalation of support to tier-2 Technology team(s).

      Initiates work orders associated with tier-2 escalation, tracks work order progress and communicates work order completion to the client user.

      Recognizes and escalates to Technology Leadership potential issues involving operating procedures.

      Manages the Technology product training schedule and delivers training sessions to HCPS internal clients via in-person classroom and virtual methods.

      Creates and/or assists with the creation and revision of Technology product / service documentation.

      Assists with the testing of Technology solutions / services.

      Performs user account management for Active Directory password reset / lockout. Manages student information system accounts / permissions.

      Performs other work-related duties as assigned.

SALARY

Grade 11 of the Salary Schedule for AFSCME ($50,792)

REQUIREMENTS

   Minimum requirement: High school diploma or GED; conferred degree from an accredited college or university or related work experience preferred.

   Experience in PowerSchool eSchoolPlus student information systems preferred.

   Minimum of two years experience in a customer service-related field (help desk, call center, service representative) or minimum of three years of experience in a K-12 administrative support position.

   Advanced knowledge of Microsoft Office 365 product support required: Microsoft certification preferred.

   Previous experience in the delivery of individual and/or group instruction using in-person and virtual delivery techniques.

   Possess a basic understanding of how web-based applications, computing devices and networks interoperate in order to troubleshoot and communicate with support teams.

   Excellent critical thinking and analytical analysis skills required; specifically, the ability to analyze a reported service issue and determine if resolution can be achieved via direct intervention or if escalation to a support team is required.

   Excellent verbal and written communication skills; the ability to work effectively with a wide range of customers who possess varying levels of computer skills and technical knowledge, active listening skills, a patient and empathetic attitude, comfortable working in a fast-paced environment.

   Ability to efficiently manage time, workload, and resources within the scope of job duties.

   Ability to work as a team member or independently as required by operating conditions.

   Must be willing to engage in personal professional development to maintain / acquire proficiency in HCPS technologies.

HOW TO APPLY

Employment applications are accepted online only. To access the application, visit the Employment Opportunities section of the HCPS website at www.hcps.org.  If you have questions or require assistance to complete the online employment application, contact the Human Resources Office at 410-588-5238.

DEADLINE

Online employment applications will be accepted until filled.

The Board of Education of Harford County does not discriminate on the basis of age, ancestry/national origin, color, disability, pregnancy, gender identity/expression, marital status, race, religion, sex, or sexual orientation in matters affecting employment or in providing access to programs and activities and provides equal access to the Boy Scouts and other designated youth groups.

In accordance with the requirements of Title IX of the Education Amendments of 1972 (20 U.S.C. §1681, et seq.), Harford County Public Schools does not discriminate on the basis of sex in any of its programs or activities or with regard to employment. Inquiries about the application of Title IX, and its implementing regulations to Harford County Public Schools may be referred to Dr. Paula Stanton, Harford County Public Schools Title IX Coordinator, by mail to 102 S. Hickory Avenue, Bel Air, Maryland 21014, or by telephone to 410-809-6064 or by email to Paula.Stanton@hcps.org, or the Assistant Secretary for the Office of Civil Rights in the United States Department of Education by mail to 400 Maryland Avenue, SW, Washington, DC 20202 or by telephone 1-800-421-3481, or both.

AFFIRMING EQUAL EMPLOYMENT IN PRINCIPLE AND PRACTICE