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Company Name : ESC Region 11
Location : Fort Worth, TX 76108
Position : Technical Support/Customer Service Specialist
Job Description : Job Title: Technical Support/Customer Service Specialist
Department: IT
FLSA Status: Non-Exempt
Pay Grade: 204
Work Days: 226
Reports To: Sr. Systems Administrator
Primary Purpose
To provide support for the Audio/Visual needs of external workshop presenters and
internal personnel. Provide technical support for video conferencing events for ESC
Region 11 and districts. Provide Level 1 end-user technical support. Focus on the
customer experience including major conferences and events to ensure customer
satisfaction.
Qualifications
To perform this job successfully, an individual must be able to perform each duty
satisfactorily. The requirements listed below are representative of the knowledge, skill
and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Certification:
Associates degree
A/V Experience preferred
Special Knowledge/Skills:
Team oriented attitude and desire to work collaboratively with ESC staff and
district personnel.
Ability to communicate with non-technical users; enjoys working with people;
good teaching and communications skills.
Technology competency levels comparable to those required by the State Board
of Educator Certifications for all beginning teachers.
Skills and understanding in teleconferencing, audio/visual connectivity, and
computer applications for management and communications purposes.
Such alternatives to the above qualifications that may be acceptable.
Strong organizational, communication, public relations, and interpersonal skills.
Experience:
Successful experience in:
o Troubleshooting/training teachers and/or other adults.
o Troubleshooting/maintaining hardware, software, and telecommunications
equipment.
o Managing inventory of equipment.
Essential Duties and Responsibilities
This list of essential functions is not exhaustive and may be supplemented.
Actively participate in and/or provide leadership for inter-departmental teams to
help improve student performance in the region, to improve the ESC’s internal
operations, and to meet the established goals and objectives for the ESC.
Is responsive as first point of contact to all stakeholders in the education
community.
Model effective uses of technology in personal productivity and instructional
applications.
Coordinate equipment needs and sound requirements with workshop presenters.
Assure that all equipment is in working condition and setup prior to workshops.
Maintain an inventory of all A/V equipment and administer a checkout system for
A/V equipment.
Maintain an inventory of bulbs, batteries, and other frequently consumed items
and replace as needed.
Update and reprogram meeting room monitors and signage as needed.
Support Help Desk and provide documentation for technical assistance
administered to internal and external clients.
Act as backup to help desk as needed.
Provide support and training for ESC staff on the proper use and functionality of
the presentation stations.
Perform other duties as assigned.
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