Helpdesk/Technical Support Analyst - Detroit, MI at Digital Technology Solutions

DTS is looking for experienced Helpdesk/Technical Support Analyst for our Direct Client position based in Detroit, MI

Position Summary:

As a significant member of the Technology Division 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.

Candidates should have a background in customer service and level one IT support. They must be experienced in root cause identification, especially with end-users who may have low levels of technical proficiency. Experience in education and learning applications a plus.

Minimum Qualifications:

• Associate degree in Information Technology is preferred, computer training program completion acceptable.
• High School Diploma or GED
• Minimum two (2) years help desk or technical support/computer related experience.
• Must possess knowledge of customer service principles and best practices.
• Must be intermediate-to-advanced user of Microsoft Office 365 Suite including Excel, Word, PowerPoint, and SharePoint.
• Ability to handle stressful situations with professionalism and empathy.
• Ability to synthesize and retain information quickly.
• Must have own transportation to travel to District locations when needed.
• Flexibility to provide support services for events after-hours or on weekends as needed.

Essential Functions:

1. Act as the first line of contact of technical support and troubleshooting for trict stakeholders, via phone, email, remote and in-person contact for technology supported by us.
2. Think critically and quickly to identify, diagnose, troubleshoot and resolve technical issues for software and hardware (e.g., desktops, laptops and tablets) for staff and students.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. Meet or exceed established customer service standards and metrics to increase customer satisfaction.
9. Provide technical or customer support for district events such as board meetings, community workshops or expos, including periodic weekend and evening events.
10. Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.
11. 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.
12. 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.
13. Perform other duties as assigned by supervisor.