Description

Position Information:

This is a Promotional/Open Competitive recruitment to create an eligibility list for current and future vacancies. Successful candidates are expected to work eight (8) hours a day, five (5) days a week, and twelve (12) months per school year. Candidates must submit proof of all required documents to be considered for the recruitment process.

GENERAL PURPOSE

Under general supervision, serves as the initial and primary point of contact for clients and users; provides technical support and first level and second level problem resolution services for the operation and use of personal computers and peripheral equipment, District network infrastructure and standard and specialized applications; provides user training; and performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS

Information Technology Services (ITS) Client Service Representative provides first- and second-level technology support to District users. Incumbents support the District's information systems environment, primary applications and network infrastructure, and perform a variety of duties in computer hardware and software support services. Additionally, incumbents independently perform a wide range of installation, configuration, service request and problem resolution assignments and participate with other information systems staff in problem solving activities.

• ITS Client Service Representative is distinguished from Client Support Manager in that an incumbent in the latter class is responsible for overall operation of the section, providing leadership, training, work direction and guidance to section staff, in addition to performing service and problem resolution assignments.
  
• ITS Client Service Representative is distinguished from Site Computer Support Technician in that incumbents in the former class are primarily responsible for service, installation, maintenance and administration of District-wide infrastructure and applications. Incumbents in the latter class are primarily focused school site desktop and computer lab hardware and software.

Duties

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

• Serves as the initial and primary point of contact for District clients/users requesting technical assistance for various operating systems, telephones, printers, other peripheral equipment, the District's network and various application services; troubleshoots, diagnoses and resolves first and second level hardware, software and network connectivity problems; refers more complex problems to Client Support Manager, network administrators and/or vendors for resolution.
  
• Advises, trains and assists District staff in the operation and use of technology and related equipment and software; assists users in generating standard reports from enterprise applications; trains users on procedures for correcting information and reports; assists users with telephony applications; recommends operational or procedural modifications to resolve issues; generates customized reports on behalf of users.
  
• Installs and configures standard administrative software in accordance with established criteria; installs and configures specialized instructional and educational software as authorized; installs or relocates, configures and tags technology equipment, laptops, printers, hardware, devices and other peripheral equipment for inventory purposes; establishes and configures connectivity for hardware and devices to the District-wide network.
  
• Trains users on how to utilize District applications and programs, such as the attendance reporting system; trains clients on the uses and operations of standard business software.
  
• Diagnoses hardware malfunctions; replaces components and performs other minor maintenance and repair; installs and configures replacement equipment; coordinates major repair of hardware with users, other District staff and/or outside vendors.
  
• Documents actions taken in problem/request and resolution logs; maintains and distributes user request forms, training manuals and documentation.
  
• Establishes user customer accounts, network addresses and access privileges for various computer systems in accordance with established policy and criteria; assists users on procedures for changing passwords.

Other Duties:

• Develops, revises and maintains user manuals and system documentation; develops training materials and programs relating to procedural and system operations requirements.
  
• Consults with clients on new or revised information systems, data input capabilities and reports and communicates client needs to programming personnel.
  
• Enters hardware, devices and software in the system/network management and inventory databases.
  
• Attends meetings, training seminars and professional meetings; monitors and reviews new software and hardware products and tools.
  
• Prepares various reports, as required.

Qualifications

MINIMUM QUALIFICATIONS

Knowledge of:

• Methods and techniques for the installation, configuration and troubleshooting of hardware, software and network connectivity; resolving hardware and software problems and device errors and failures.
  
• Basic principles and practices of computer platform and network operating systems used by the District.
  
• Standard software packages, including word processing, spreadsheet, presentation, graphics and database programs.
  
• Help desk functions, policies and procedures; research techniques, methods and procedures.
  
• Technology hardware, operating systems and characteristics.
  
• Methods and procedures for the development of system and user documentation and manuals.
  
• Methods and procedures for the storage and inventorying of hardware and software.
  
• Basic office methods and practices, including filing and record-keeping.

Ability to:

• Troubleshoot, diagnose and resolve complex and ambiguous District-wide technology, software and connectivity problems and failures of varying difficulty efficiently and effectively.
  
• Obtain accurate and complete information from users, in person and by telephone, to identify their needs and problems and develop responses and solutions.
  
• Install and configure District-wide technology equipment, devices, presentation and instructional equipment and other technology tools.
  
• Read and interpret diagrams, specifications and manufacturers' instructions for the operation of technology equipment.
  
• Operate computer and peripheral equipment.
  
• Follow and apply written and oral work instructions.
  
• Communicate effectively, orally and in writing.
  
• Prepare and maintain records and reports.
  
• Conscientiously preserve the confidentiality of all proprietary and confidential data and information residing in the District, in accordance with Departmental and District policy, and state and federal law.
  
• Set priorities and work independently without the need for more than minimum supervision.
  
• Make sound independent judgments within established guidelines.
  
• Establish and maintain highly effective customer-focused working relationships with clients/users, other District and site staff, vendors and others encountered in the course of work.

Education, Training, and Experience:

A typical way of obtaining the knowledge, skills and abilities outlined above is one of the following options:

Option One:

• High School Diploma, G.E.D. equivalency or higher.
• And, two college level courses in computer support from an accredited institution.
• And, three years of progressive experience in Technology Support, with emphasis in network, hardware and software support.

Option Two:

• Bachelor degree, or higher, in Computer Information Technology or a closely related field.
• And, one year of experience in Technology Support, with emphasis in network, hardware and software support.
• And, one year of customer service experience.

Licenses; Certificates; Special Requirements:

• A valid California Driver License.
• Proof of Insurability.
• Knowledge of student information systems is desirable.

PHYSICAL AND MENTAL DEMANDS

The physical requirements indicated below are examples of the physical aspects that this position classification must perform in carrying out essential job functions.

• Lift, carry, push, pull, bend, twist, stoop, kneel, walk, run, and crawl.
• Perform light physical exertion.
• Lift and carry 35 pounds.
• Handle cold environment, with temperatures averaging 65° - 72° Fahrenheit
• Reach in all directions.
• Stand, sit and walk for extended periods of time.
• Work at a desk, business office, conference table, tight spaces or in meetings of various configurations.
• Read, interpret, and apply rules, regulations, policies and procedures.
• Ability to handle dust and work in a noisy environment.

Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to disability and the ability of the selection authority to accommodate the limitation.

Examination Information

Examination Parts:

After the evaluation of minimum qualifications, examination parts for this recruitment may include, but are not limited to the following: written exam, performance exam, oral appraisal interview, physical ability test, oral presentation, project assignment, etc. after eligible applicants have taken the Performance Examination.

The Personnel Commission reserves the right to change, alter, cancel, add or modify examination parts, as well as weights and dates.

The District offers eligible employees and their dependents medical insurance coverage with benefits as determined by the MUSD Health and Welfare Benefit Committee.

Vision care, Life insurance and EASE (Employee Assistance Services for Education) benefits are provided at no cost to all bargaining unit employees whose regular assignment is less than 4 hours.

Employees eligible for health and welfare benefits shall be allowed to supplement the District’s health and welfare contribution to provide full coverage for all health and welfare benefits.

Questions regarding the definition of “eligible employee” should be directed to the Payroll & Benefits Department who can review your particular employment status and advise accordingly of your eligibility for benefits.

Please click here for more information or visit the MUSD Benefits website: http://www.montebello.k12.ca.us/benefits.