Senior Enterprise Technology Support Specialist
Chicago, IL

Job Description

The Chicago Public Schools (CPS) has set ambitious goals to ensure that every child-in every school and every neighborhood-has access to a world-class learning experience from birth, resulting in graduation from high school college- and career-ready.

Information Technology Services is seeking a Senior Enterprise Technology Support Specialist (ETS Specialist) to serve as a customer liaison between ITS and schools, and a value added technology partner and advisor to Network Chiefs, Principals, and Technology Coordinators (TechCos). This position requires strong interpersonal communication and organizational skills. This role should also have the ability to work effectively and efficiently with business analysts, technical liaisons, and application development resources.

The ETS Specialist will be held accountable for the following responsibilities:

● Provide technology field support services to schools, network and central offices, assisting them with issues pertaining to all ITS applications. This includes communication, coordination and applicable training with appropriate school based and network/central office personnel.

● Serve as a technology ambassador to Network staff, School Administrators and TechCos

● Interact and coordinate with multiple teams to ensure that appropriate actions have been taken to resolve recurring and current problems

● Analyze change requests, escalated incidents from CPS School, Network and Central Office users, and develop solutions or workarounds as appropriate.

● Work with applicable ITS teams to validate problems affecting infrastructure, devices or services that are identified and assigned to the appropriate ITS owner.

● Assist schools with technology-related decisions and best practices

● Serve as a liaison to the IT Service Desk in a technical and/or functional manner.

● Analyze and troubleshoot problems encountered by users, and if needed, work with internal revolver group on escalations.

● Track issues through to resolution, identify workarounds and work with teams to develop long term resolutions.

● Update appropriate information repositories and tickets with information obtained from problem resolution. Communicate with the IT Service Desk for issue follow-up and resolution.

● Field questions about functionality for current and future versions of applications.

● Knowledge transfer and/or training for IT Service Desk to ensure first call resolution based on issues identified in the field.

● Provide field support for assigned Network and Schools to CPS end users consisting of 650 locations

● Ensure on-going communication with customers for issue follow up and resolution

● Take responsibility for all owned incidents

● Follow best practice and documented process and procedures

● Participate in the creation of system and support documentation for the team and end users

● Assist in other related tasks/projects as needed and contribute as part of the team

In order to be successful and achieve the above responsibilities, the ETS Specialist must possess the following qualifications:

Key Job Dimensions

● 70% - Analyze and troubleshoot problems encountered by users and communicate or escalate issues when appropriate. Partner with School TechCos and appropriate ITS and Central Office Teams to facilitate support and applicable training.

● 10% - Provide technical guidance to School Administrators and TechCos

● 10% - Participate in the creation of system and support documentation

● 10% - Assist in other project/related task projects

Type of Education:

● Bachelor's degree in Computer Science or related experience required

● ITIL certification with an understanding of associated ITIL principles desired

● Microsoft Office specialist certification or Microsoft Certified Professional Certification desired

● Candidate should be familiar with Microsoft Windows platforms, XP, Windows 7, and most Microsoft Office products (i.e., Word, Excel), and have Basic Technology and Navigation Skills

Type of Experience and Number of Years:

● 3 to 5 years technology-related experience

Knowledge, Skills, and Abilities:

● Excellent verbal and written communication skills

● Excellent customer service skills

● Problem solver with dynamic and innovative approach to problems and the ability to exercise sound judgment in any customer service scenario

● Organizational skills

● Proactive, decisive, action-orientated individual

● Diligent in following team processes

● Ability to function independently and work in a team to contribute to the team's success

● Energetic, passionate, and have the ability to build partnerships

● Willingness to share information

● Technical support experience

Residency Requirement

As a condition of employment with the Chicago Public Schools (CPS), employees are required to live within the geographic boundaries of the City of Chicago within six months of his or her CPS hire date and maintain residency throughout their employment with the district

'225800