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Company Name : Los Angeles Unified School District
Location : Los Angeles, CA
Position : IT Customer Support Representative
Job Description : IT Customer Support Representatives provide first-level technical support to school and office personnel regarding software and hardware problems or Information Technology Division supported applications; coordinate the repair, replacement, and maintenance of electronic/computer equipment, networked devices and related information technologies; diagnose problems and researches solutions; and use diplomacy and interpersonal skills to extract pertinent information and assist callers.The ideal candidate will have the ability to:- Work independently, exercise initiative and good judgment- Analyze data and draw logical conclusions- Plan, organize, track and coordinate work to meet deadlines- Multi-task, function in a fast-paced unstructured environment with frequent changes- Remain calm and pleasant under stressful situations- Enter relevant data into a computer while conversing on the telephone – Organize files and maintain accurate records- Work effectively with other District employees, students, and the public- Communicate effectively orally and in writing- Listen and communicate effectively with customersThe ideal candidate will have the knowledge of:- Best Customer Service practices and the measurement (metrics) of those practices- Various office software applications, including Word, Excel, Access, and PowerPoint- Information Technology services and how they are provided- Concepts and uses of personal computer, mainframe computer, and tablet operating systems- General office practices and proceduresQUALIFICATIONS:EDUCATION:Graduation from high school or evidence of equivalent educational proficiency, preferably supplemented by courses in computer science.EXPERIENCE:One year of experience within the past five years in the operation of a computer hotline or help desk system, utilizing a multi-processing operating system receiving calls per day regarding computer and communications infrastructure (mainframes, client-server, LAN and WAN, Microsoft Windows or Apple OS, office productivity tools, telecommunications network, and mobile computing devices) or Information Technology Division supported software applications. A Microsoft Certified Professional Certificate (MCP) and/or experience working with PC hardware and software problem diagnosis and repair is preferable.BENEFITS: Insurance: Paid premiums for your choice of several medical, dental, vision, and life insurance plans.Retirement: Membership in the California Public Employee Retirement System (CalPERS).Vacation: Two weeks of paid vacation to start. Three weeks after five years of year-round paid service.Paid Holidays: 12 days.Job Type: Full-timePay: Up to $33.10 per hourBenefits:Dental insuranceHealth insurancePaid time offVision insuranceSchedule:Monday to FridayWork Location: Multiple Locations
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