HELP DESK TECHNICIAN

Support Cincinnati Public Schools end-users by troubleshooting and training across student information systems and client-server technology.

Responsibilities

• Support the maintenance, operation, and usage of student information software systems and client server systems
• Develop procedures and perform tasks related to system software and hardware
• Provide first level troubleshooting for end-users of district student information software programs, and escalate job orders to the right department when needed
• Identify and resolve user support issues, including performing and/or coordinating user instructions and training for district student information software programs
• Provide consistent phone support to end-users by staffing the district Help Desk phone center
• Deliver training and instructions for system users
• Complete assigned training to become proficient and/or certified in new software packages adopted for student information gathering
• Adapt to new processes and technologies and become proficient in their use
• Develop ad hoc query reports using provided tools, or instruct others to do so
• Meet schedules and deadlines for production of assigned reports, files, and related deliverables
• Maintain composure in stressful situations
• Establish and maintain effective working relationships with end-users
• Communicate clearly and concisely, verbally and in writing, especially when delivering technical information to users with varying technical familiarity
• Use a PC and related software required to perform job activities
• Work occasional overtime and other than normal day shift to meet assignment schedules
• Ensure Cincinnati Public Schools (CPS) goals, technology, and information standards are followed

Requirements

• Three years of satisfactory service in a position using software supported by CPS Student Information Systems, with satisfactory completion of training provided by CPS training personnel
• Minimum 18 quarter credits or 12 semester credits of appropriate coursework from an accredited college or university; includes successful completion of a computer course, which may substitute for one year of the service requirement
• Thorough knowledge of the features and functions of all district student information software systems, serving as a subject matter expert
• Ability to use problem solving techniques to provide first level troubleshooting for end-users, or escalate job orders as needed
• Ability to identify and resolve user support issues and perform and/or coordinate user instructions and training for district student information software programs
• Ability to provide constant and consistent phone support by staffing the Help Desk phone center
• Successful completion of assigned training to become proficient and/or certified in newly adopted student information gathering software packages
• Ability to adapt to new processes and technologies and become proficient in their use
• Ability to develop or instruct others to develop ad hoc query reports using tools provided
• Ability to meet schedules and deadlines for production of assigned reports and files
• Ability to maintain composure in stressful situations
• Ability to establish and maintain effective working relationships with end-users
• Ability to communicate clearly and concisely, verbally and in writing, including technical communication to users with varying technical familiarity
• Ability to utilize a PC and required related software to perform job activities, including occasional overtime and other than normal day shift

Technologies

• Focus
• CPS Web-Based Applications
• Cognos Canvas
• Microsoft Office
• SQL query language
• Windows operating systems
• mac operating systems
• District student information software programs
• Client server systems

General Information

• Filing applications: Submit through www.cps-k12.org; applications must be received no later than the stated deadline
• Experience timing: Unless otherwise stated, work experience requirements must be met by paid experience, and qualifications must be met by the application deadline
• Transcripts: If needed, must be submitted no later than the deadline for filing applications; copies of unofficial versions or internet printouts of transcripts are not acceptable
• Testing assistance / alternate arrangements: Contact Margaret Key at (513) 363-0206
• Passing score: Determined after the examination based on job analysis, exam result analysis, consultation with subject matter expert, and/or other professional methods
• Work authorization: Applications accepted from citizens and non-citizens; only citizens and aliens lawfully authorized to work in the U.S. will be hired per Immigration Reform and Control Act
• Age requirement: Must be at least 18 years old by the application deadline
• Qualified disabled accommodations: Alternate test date/time/location or necessary exam assistance may be arranged with the test analyst before the application deadline, without jeopardizing exam security or integrity
• Veteran’s credit: 20% additional credit for qualifying service, with requirements to be met each time an application is filed
• Medical exam: Must pass any required medical exam before appointment
• Security clearance: Must successfully pass a security investigation, including checks of employment references and criminal records

Location: Cincinnati, OH (onsite)
Salary: USD 30 per hour
Minimum experience: 3 years