• Performs all duties in accordance with the departmental Standard Operating Procedures manual and the specified Service Level Agreement;
• Provides customers with first-level diagnosis and trouble­shooting of computer problems relating to software packages, basic hardware issues, word processing spread sheets, accounting systems and specific applications;
  • understands common problem inquiries to offer immediate solutions;
  • tracks all customer contacts, researches questions and issues, and resolves each interaction, to the customer’s satisfaction; 
• Escalates problems to second or third level support personnel when appropriate, via proper escalation procedures;
  • dispatches calls to field technicians as required;
  • conducts follow-up checks to ensure that problems were resolved;
• Documents all inquiries, calls and contacts with details and sufficient information for support personnel;
• Coordinates problem-solving efforts with support personnel, vendors, users, as needed;
• Regularly attends technical and communication training sessions;
  • applies new information to work processes;
  • prepares for new releases and rollouts to anticipate customer inquiries;
• Attends staff meetings and maintains a record of information discussed;
• Participates in special projects on an as needed basis;
• Performs related duties as required.

 
MINIMUM QUALIFICATIONS 
 

A) Associates Degree in Computer Science or closely related field;
OR
B) Graduation from High School, GED or Equivalency Diploma and one year of full-time  computer help desk experience directly related to the duties of this position;
OR
(C) A+ Certification and one year of full-time computer help desk experience performing duties directly related t the duties of this position.
 
NOTE:  Verifiable part-time experience will be pro-rated to meet full-time experience  
             requirements.
             Proof of education must be presented a time of appointment.

 APPLICATIONS:       CANDIDATES FOR THIS POSITION SHOULD COMPLETE AN APPLICATION ONLINE AT www.buffaloschools.org

 
APPOINTMENT:        Appointments are subject to the approval of the Board of Education upon the recommendation of the Superintendent following the approval of the Civil Service Division.  Personal interviews shall be scheduled where appropriate.
 
      The Buffalo Board of Education is an Equal Opportunity/Affirmative Action Employer.