<p>PRIMARY FUNCTION: This position provides technical assistance and user support for enterprise applications in a Call Center environment. It focuses on troubleshooting, optimizing technology resources, and support of security access to enhance educational and administrative processes. The position emphasizes efficient issue resolution, customer service, and seamless technology integration. By handling high volumes of user inquiries and utilizing call center technology, it ensures timely resolution of technical issues and fosters positive user experiences.</p> <p>REPORTS TO: Manager, Customer Service/Quality Assurance Manager</p> <p>SALARY SCHEDULE: G-11</p> <p>WORK DAYS: 250</p> <p>REQUIREMENTS:</p> <ul> <li>Education Level:A GED or a standard high school diploma from a GaDOE-approved and accredited institution is required. </li><li>Experience, Skill, and Certification: </li><li>Five years of experience with Microsoft Windows, Microsoft Office, and enterprise software applications such as PowerSchool SIS, AMS Financial system, and AMS HR System. Three years of experience with district enterprise applications for internal candidates. </li><li>Advanced knowledge of customer software application support and network communications technologies. </li><li>Advanced skill in the use of MS Office Suite (Word processing, spreadsheets, database, Outlook, and file manipulation). </li><li>Ability to read technical information and diagnose and resolve complex problems in a timely manner. </li><li>Ability to independently plan, organize, and prioritize one's own activities, but also provide and follow instructions. </li><li>Strong interpersonal communication skills: ability to work well and get along with a variety of customers and other technical support personnel even in the most stressful situations </li></ul> <p>Preferred:</p> <ul> <li>Associate's degree in information technology, Computer Science, or a related field. </li><li>Training and extensive knowledge in administration and support of enterprise applications. </li><li>A+ Certification preferred to demonstrate baseline technical expertise. </li><li>Excellent communication, organizational, and problem-solving skills. </li><li>Proven experience providing technical support in a fast-paced, customer-focused environment. </li><li>Proficiency in troubleshooting enterprise applications and familiarity with system integration processes. </li><li>Ability to adapt to the changing technological and operational needs of a school system </li></ul> <p>ESSENTIAL DUTIES:</p> <ul> <li>Effectively manage high volumes of user inquiries, maintaining professionalism, clarity, and efficiency. </li><li>Utilize call center technology to log, track, and manage support requests, ensuring timely resolution and follow-up. </li><li>Provide consistent and reliable support to staff, addressing their technical needs and concerns promptly. </li><li>Foster a customer-centric approach, ensuring that all users feel supported and valued in their interactions with the IT department </li><li>Act as the first point of contact for end-users experiencing application-related issues, providing timely and professional assistance. </li><li>Troubleshoot technical problems involving application access, account management, and functionality. </li><li>Supports regular maintenance on enterprise applications to ensure optimal performance and availability. </li><li>Supports the implementation of new features and updates while minimizing disruptions. </li><li>Act as a liaison between end-users and technical teams to address evolving needs and recommend enhancements. </li><li>Maintain detailed documentation of configurations, processes, and issue resolutions. </li><li>Maintain documentation, activity logs, and records related to assigned duties; follow established documentation, record-keeping guidelines, and service level agreements established by the Office of Technology and Business Systems Division. </li><li>Perform other duties as necessary for the effectiveness of the organization. </li></ul> <p>TERMS OF EMPLOYMENT</p> <p>Incumbents will be considered "at will." Appropriate pay will be determined based on Grade 11 and allowable experience as determined by Human Resources. The work calendar will be 250 days.(non-exempt)</p> <p>Revised 04-2025</p> <p>NON-ESSENTIAL RESPONSIBILITIES</p> <p>A responsibility is considered to be "non-essential" (for the purposes of compliance with the Americans with Disabilities Act) if:</p> <ul> <li>it is shared between multiple incumbents in the job; or </li><li>it could be performed by an employee in another job within the workgroup. </li></ul> <p>Note the responsibility number from the list in the "Duties and Responsibilities" section for those responsibilities that could be considered "non-essential" based on this definition.</p> <p>Certain limited aspects of General Duties and Responsibilities items referenced in Section 1 (b) and (d) might be considered "non-essential" in a specific situation. Any request for accommodation must be reviewed on an "individual case" basis.</p> <p>PHYSICAL AND SENSORY DEMANDS</p> <p>Most jobs in the District have physical and sensory demands that can be described by one of the two categories noted below. For jobs that require more physical or sensory effort, please list the requirements in this section. The category applicable for this position is listed below.</p> <p>[X] OFFICE Employees in this category are normally exposed to a typical environment. The employee has some control over the length of time sitting, standing, or ambulating. There are occasions that require the lifting or pulling of equipment or supplies, as well as bending, stooping, or stretching. There is frequent use of computers, telephone, and other standard office equipment, which includes reading, listening, writing, or speaking. There are few exceptional physical or sensory demands.</p> <p>[ ] CLASSROOM Employees in this category spend at least most of the workday in a typical classroom or related educational environment. There will be prolonged periods of standing or walking, and there may be frequent bending, stooping, or stretching. There are occasions that require the lifting or pulling of equipment or supplies. Reading, listening, writing, and speaking are requirements. There are few exceptional physical or sensory demands, but there may be occasions that require the lifting or restraint of a student.</p> <p>EXCEPTIONAL PHYSICAL OR SENSORY DEMANDS</p> <p>(Check any that apply to this job and complete the required information.)</p> <p>[ X ] Heavy lifting of up to 50 pounds</p> <p>[ ] Frequent climbing up to _<strong>__</strong> feet, and/or working on building roofs.</p> <p>[ ] Exposure to heavy dust, dirt, chemical or paint fumes, or other airborne matter.</p> <p>[ ] Exposure to extreme heat, electric current, hazardous chemicals or other potential hazards.</p> <p>[ ] Sitting or standing for extended periods with no control over rest periods.</p> <p>[ ] Other:_<strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong>__</strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p>