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Position Title: Customer Care Technologist

FLSA: Non-Exempt

Department: Technology Services

Reports To: Director of Technology Support

Grade/Level: STEC3

Working Conditions:

• Office Environment
• Constant Interruptions

Physical Demands:

• Dexterity of hands and fingers to operate a computer keyboard
• Hearing and speaking to exchange information in person and on the telephone
• Seeing to read a variety of materials
• Sitting for extended periods of time
• Bending at the waist, kneeling, or crouching to file materials
• Lifting of equipment up to 25 lbs.
• Ability to utilize a ladder

Qualifications:

• Bachelor's Degree in Information/Computer Science from a College/University preferred. Combination of College/University/Technical College education and work experience may be substituted
• Technical certifications, training, and experience to demonstrate knowledge and abilities listed below
• Minimum of five (5) years’ experience in a technical service-related field
• Alternatives may be accepted to requirements by combining work experience, technical certifications, and/or education.

Knowledge & Duties:

• Advanced knowledge and skills in computer maintenance and network operations in technology maintenance, operations, quality assurance and technical documentation
• Provides frontline support and advanced troubleshooting for technology throughout the school district for enterprise and end user systems, applications, and hardware
• Receives, logs, monitors, processes, and assigns support tickets and support calls in help desk application with exemplary customer service skills
• Installs and configures computer equipment, peripherals, and applications
• Ensures technical safeguards are practiced and maintained to provide controlled user access and cybersecurity best practices with applications and data
• Provides user account and device service and maintenance including monitoring and mitigation for cybersecurity and threat protection
• Provide quality assurance testing for new devices and applications including testing of new maintenance releases
• Provides assistance, direction, documentation, and training to end users and other technologists
• Creates and maintains technology records, documentation, and operating procedures
• Communicates effectively, both orally and in writing.
• Performs other duties as assigned by supervisor

Essential Personal Characteristics: 

• Adheres to legal statutes, organizational rules, and community standards
• Maintains successful working relationships with co-workers
• Functions as a team worker
• Manifests emotional stability and maturity in all phases of job performance
• Gets along positively with staff, supervisors, and visitors
• Treats confidential information and sensitive situations with discretion and avoids gossip
• Meets obligations with punctuality and maintains regular attendance
• Works without constant direction
• Communicates effectively both orally and in writing
• Seeks to improve skills and knowledge
• Uses time efficiently
• Maintains effective physical setting for optimum job performance.
• Presents a professional image when representing Paulding County Schools through word, action, and dress