Oakland Unified School District Job - 41133105 | CareerArc
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Company: Oakland Unified School District
Location: Oakland, CA
Career Level: Associate
Industries: Government, Nonprofit, Education

Description

 

BASIC FUNCTION:
Under general direction, participate as a team member in supporting the Help Desk telephones for district-wide computer applications including Student, Financial, Human Resource systems, and PC desktop applications that include Microsoft Office Products and Windows 2000; provide onsite assistance as required to support District computer applications.

DISTINGUISHING CHARACTERISTICS:

The End user Support Specialist I is distinguished from the End user Support Specialist II in that it is an entry-level Help Desk position requiring graduation from high school and one year of experience using and supporting computer systems and is not involved in the development and delivery of end user training.

 

The End user Support Specialist II is distinguished from the End user Support Specialist I in that it requires the equivalent of an Associates degree or two years of college course work and three to five years of Help Desk experience and is involved in the development and delivery of end user training.


REPRESENTATIVE DUTIES:
(Incumbents may perform any combination of the essential functions shown below. This position description is not intended to be an exhaustive list of all duties, knowledge, or abilities associated with this classification, but is intended to accurately reflect the principal job elements).

E = Essential Functions

  • Answer Help Desk telephones and provide resolution, over the telephone, to common user problems. E
  • Maintain Help Desk call and resolution logs for problems solved over the telephone. E
  • Open “trouble tickets” and refer unknown problems to technical support personnel for further resolution. E
  • Log and route requests for additional hardware, software, training, and other user support requests. E
  • Assist with maintaining user lists and computer system configurations including hardware, software, and network information. E
  • Assist with identifying common complaint subjects and categorizing them to provide information on how past problems were solved. E
  • Responsible for developing knowledge base of standard and new district hardware, software, and network configurations as they apply to supporting Help Desk functions. E
  • Assist Supervisor in developing training for both internal and external users. E
  • Provide on-site training with Technology Specialists. E
  • Perform related duties as assigned.


MINIMUM QUALIFICATIONS:
TRAINING, EDUCATION AND EXPERIENCE:
Any combination of education, training and/or experience equivalent to: an Associate's degree or two years of college-level course work in computer science or related field, and two to five years significant PC telephone support in a help desk environment highly.
Practical experience in lieu of formal education will be considered.

LICENSES AND OTHER REQUIREMENTS:
Valid California Driver's License.
Employment eligibility that may include fingerprints, Tuberculosis and/or other employment clearance.

KNOWLEDGE AND ABILITIES:
KNOWLEDGE OF:

  • School site office requirements, functions and routines
  • General clerical principles and practices
  • PC Desktop applications including Microsoft Office Products, Windows 2000
  • Efficient desktop performance


ABILITY TO:

  • Provide advice and solutions to users experiencing problems with desktop applications
  • Drive to District sites
  • Schedule and coordinate workload
  • Work without direct supervision
  • Work well under pressure
  • Communicates well both orally and in writing
  • Participate actively on a team
  • Troubleshoot hardware and software problems and provide support
  • Work with internal customers


WORKING CONDITIONS:
ENVIRONMENT:
Office environment; driving a vehicle to conduct work.

PHYSICAL ABILITIES:
Dexterity of hands and fingers to operate a computer keyboard; seeing to view monitors; hearing and speaking to exchange information and make presentations; lifting objects up to 60 pounds; sitting or standing for extended periods of time.

 

NON-DISCRIMINATION POLICY

The Oakland Unified School District does not discriminate in any program, activity, or in employment on the basis of actual or perceived race, religion, color, national origin, ancestry, age, marital status, pregnancy, physical or mental disability, medical condition, genetic information, veteran status, gender, sex, or sexual orientation.


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