Service Representative, Boston Public Schoools

Job Title: Service Representative, Office of Instructional and Information Technology
Job Requisition Number: 45178
Employment Status: Full-Time

Reports To: Customer Service Manager, Office of Instructional and Information Technology

General Position Description and Goals: To be a focal point for providing OIIT support to schools and departments.



Responsibilities:
• Serve as OIIT liaison to schools and departments.
1. Build and maintain relationships with key customers.
2. Negotiate and monitor OIIT service agreements with key customers.
3. Support IT planning in schools and departments.
• Provide technical advice and support for major projects
1. Assist with project planning and scheduling.
2. Oversee implementation of projects.
3. Provide technical assistance as needed.
• Provide Help Desk support.
1. Telephone coverage on a scheduled basis.
2. Input to call tracking system and customer problem resolution.
3. Dispatch technicians.
4. Support Help Desk Coordinator.
• Work with internal and external partners to provide services.
• Participate in IT operational planning with customer service and other OIIT staff.
• Participate in professional development activity.
• Perform other related duties as requested by Customer Service Manager.

Qualifications

Required:
BA/BS MIS, Computer Science or related field.
1-3 years providing IT customer support to a large user base.
Knowledge of overall functions of a large IT department.
Expertise in the latest customer service principles and practices.
Knowledge of hardware and software technology currently utilized in BPS,
especially the MS Office suite.
Ability to accept direction.
Excellent oral and written communication skills.
Ability to interact with BPS central office employees and school staff to
provide support.
Establish good working relationships with fellow staff members.
Able to dispatch to various locations throughout the city on a regular basis.
City of Boston Residency.

Preferred:
BA/BS MIS, Computer Science or related field. Plus additional course work or
certificates in related area.
Minimum 2 years help desk experience in a large public organization similar to
BPS customer service environment.
Proficiency in IT planning and project management.
Experience with Track-it software package.

Terms: Managerial, Tier C

Location: 26 Court Street Boston, 02108