BCPS-IT
The ideal candidate should have the following:
• Possession of a 2-year degree or an appropriate equivalent, plus three years of experience
in an inbound call center environment (Additional experience as described in the examples
of duties may be substituted on a year-for year basis up to a maximum of four years for the
required education.)
• Two years installing, configuring, maintaining, and trouble-shooting personal computers and
related equipment, operating systems, and software applications, preferably in a large,
multi-site agency.
• Experience with remote troubleshooting preferred
Responsibilities
• Supervising and providing feedback to helpdesk technicians
• Supervising the daily operations of the call center
• Serve as "2nd Level" support for Help Desk technicians
• Provide metrics reporting to Technology Support Manager
• Maintaining documentation for processes and procedures
• Communicate with all levels of customers verbally and in writing
• Troubleshooting computers, peripheral equipment and software
• Proactively provide peer support
• Follow BCPS Board and department policies and procedures
• Assist help desk technicians as needed with organizing and prioritizing tasks
• Communicate technical issues, risks, and approaches
• Work as part of a team
• Attend trainings facilitated by other DoIT departments to gain knowledge that will be shared
within TSS
• Create procedures for the call center
• Installs and configures applications and other supported software packages
• Performs basic troubleshooting and triage of computers via remote computer access and
phone
• Resolves routine issues and problems related to hardware and software
• Creates tickets for all problems called into the Technology Helpdesk
• Assists clients with resolving device related issues via telephone support
• Records activities in the service desk software system
• Creates and validates internal supported system documentation submissions
• Communicate technical issues, risks, and approaches to clients and helpdesk technicians
Required Skills
• Possession of a valid class C Maryland driver's license or an equivalent is required
• Knowledge of computer operations and support
• Effective verbal and written communication skills
• Knowledge of operating systems, software applications, hardware equipment, cabling
components, and some A/V equipment
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and
related equipment
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software
applications, and cabling components
• Skill in providing technical assistance, guidance, and training to users of varying levels of
skills and abilities
• Skill in communicating complex, technical concepts to clients, non-technical staff, and
others.
• Skill in establishing and maintaining effective working relationships
• Skill in effectively prioritizing assignments and tasks
• Skill in communicating clearly and effectively
• Proficiency with Microsoft Office productivity tools
• Ability to provide consistent quality customer service
• Ability to deescalate customers
• Ability to maintain confidential information
• Ability to supervise a team of helpdesk technicians