SUMMARY

An IS Associate Care Specialist provides personal support for associates/staff of a district with support via phone, in person and remote support with assisting staff in completing tickets, providing consulting services for purchases, software applications and general technology needs in the classroom or department.  The job required knowledge in application support, hardware/network support and Internet services support. 

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or physical ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

• Associate’s Degree in Information Systems or relevant experience with a minimum of one - three years of experience in related field
• Highly motivated individual that will take initiative to keep systems and end users working at peak efficiency
• Effective organizational and communication skills
• Excellent customer service and interaction skills
• Team player
• Educational environment work experience preferred

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Valid state driver’s license and good driving record required. 
• A+ and Network+ certifications preferred.
• Responsibility of employee to obtain and maintain all training(s), certificate(s), approval(s), etc. and provide documentation to the business office before expiration date of said document(s).

ACADEMIC SKILLS

Ability to read, analyze and interpret general technology information. Ability to speak clearly and concisely both in oral and written communications. Ability to work with mathematical concepts. Ability to define problems, collect data, establish facts and draw valid conclusions.

OTHER SKILLS AND ABILITIES

Document/demonstrate current knowledge of desktop computers, peripheral equipment, database management, word processing, spreadsheets and open systems technology required. Demonstrate knowledge of PC basics, including technical terminology and acronyms and working knowledge of PC systems and peripheral connectivity. Ability to effectively manage multiple tasks and demonstrate effective time management skills to meet deadlines. Strong teamwork, interpersonal communication and group problem solving skills. Ability to travel to and from work sites. Ability to work a flexible workday and workweek. Ability to exercise good judgment and make decisions in accordance with policies and procedures.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to operate a computer, view video display terminals; reach with hands and arms; sit, use hands and fingers to grip, handle or feel objects, tools or controls; talk and hear. Ability to frequently lift and/or move up to fifty pounds. (ie: printers, CPUs, monitors, servers, etc.)  Specific vision abilities required by this job include close vision and ability to adjust focus. Able to operate a personal motor vehicle.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PERFORMANCE RESPONSIBILITIES

1. Must have knowledge and comply with the St. Joseph County ISD Personnel handbook.
2. Maintain absolute confidentiality regarding the information being processed, stored or accessed by the network. Demonstrate unquestionable integrity when dealing with all district personnel.
3. Enters, maintains and updates ticket system entries of end user issues and repairs, from email, phone calls and walk ins.
4. Reviews and responds to end user inquiries from the ticket system regarding system operations, the specialist diagnoses hardware, software, internet and end user problems; performs repairs to needed specifications.
5. Update the end user with status of repair by ticket updates, voice mail, email or in-person communication.
6. Recommends or performs minor remedial actions to correct end user problems.
7. Provides end-user training in a variety of services provided by the IS Department.
8. Identifying associate needs.
9. Forwarding and escalating inquiries to relevant individuals and departments.
10. Contacting associates to give them accurate feedback on the progress of their inquiries.
11. Updating associate information as required.
12. Creates, updates or modifies knowledge base or documents regarding software and procedures for distribution to end users and technicians.
13. Coordinates activities with IS Support Specialists, local IS Coordinator or other IS Services Team Members.
14. Adhere to IS Services team decisions in proper operation, installation and procedures agreed to in standards throughout the schools in the county.
15. Coordinate with other IS Team members to coordinate local district coverage.
16. Process Technology Purchases and works with associates on purchase requests and follow-up.
17. Must have regular and reliable job attendance, performance, and the physical ability to do the job.
18. Required to have a physical presence at the designated job site each scheduled work day.
19. Other duties as assigned by IS Service Team and/or IS Management.

REPORTS TO:  Director of Information Services

PERFORMANCE APPRAISALS:  Director of Information Services

TERMS OF EMPLOYMENT: 260-day position