Field service specialist

Job Title

Position Title: Field Service Specialist, Field Services & Asset Management (To establish an eligibility pool)

Location: 1425 E. Warren Ave., Detroit, MI 48207

Salary: $49,159 - $63,202

Reports to: IT Manager, Field Services & Asset Management

Bargaining Unit: N/A

Benefits Eligible: Yes

Telecommuting Eligibiility: Not eligible for telecommuting

Position Summary:

As a significant member of the Technology Division's Field Services & Asset Management Team, the Field Service Specialist will provide technical support services to users in a timely, accurate and efficient manner utilizing the district service management tool. The Field Service Specialist is responsible for the deployment, installation, setup, staging, configuration, maintenance, and repair of district technology. District technology includes varied makes and models of desktops, laptops and tablets, peripherals and software, in addition to telephones and audiovisual equipment. As a technical services professional, the Field Service Specialist will utilize their technical skill and ability to troubleshoot, diagnose, mitigate and resolve issues based on best practices and district policies and procedures. The successful candidate for this role demonstrates strong technical troubleshooting ability, focuses on customer service and satisfaction and is constantly seeking opportunities for professional learning and growth.

Minimum Qualifications:

• Associate degree or higher in Information Technology field preferred. Equivalent work experience in technical/computer support role is required.

• A+ Certification preferred.

• Minimum of three (3) years of desktop/computer support experience.

• Proven technical ability to troubleshoot and perform routine maintenance on computers and peripheral equipment, including Windows, MacOS, and iOS systems.

• Proficiency with Microsoft Office 365/Suite products such as Word, Excel, PowerPoint, Outlook, Teams and SharePoint.

• Good communication skills - interpersonal, written and verbal.

• Must be an active listener and client focused having the ability to offer thoughtful solutions to address issues or problems.

• Must be self-directed and able to execute direction and project plans while working independently.

• Ability to manage multiple priorities and meet deadlines in a challenging work environment.

• Ability to communicate technical information to teachers, students, staff, and community stakeholders in a clear and concise manner.

• Knowledge of ITIL Foundations a plus.

• Ability to perform physical tasks such as lifting and moving up to 50 pounds.

• Must have reliable transportation for frequent travel between schools and central office.

Essential Functions:

The successful candidate for this role should have a broad applied knowledge of IT operations and customer service in an enterprise environment.

• Provide comprehensive wraparound technical services for hardware and software supported by the District's technology team.

• Demonstrate professionalism, courtesy, and empathy through customer service while working with all stakeholders exemplifying and modeling the core values of the District.

• Identify, diagnose, troubleshoot and resolve technical issues for desktops, laptops and tablets to increase¿reliability and access to equipment.

• Assist with new technology deployment and the asset inventory, recovery and recycling process.

• Assist with multifunction device deployment and installation, ensuring equipment is connected to the network and all users are able to access and print to appropriate multifunction devices.

• Provide hands-on demonstrations of District hardware and software solutions to support end-users.

• Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.

• Provide technical support for district events such as board meetings, community workshops or expos, including periodic weekend and evening events.

• Leverage the District's IT service management (ITSM) platform to manage and prioritize service requests and projects, document details of diagnoses, recommendations and resolutions for work completed, request appropriate escalation, and communicate updates on service requests.

• Seek out and embrace opportunities to ensure technical skills are up-to-date, aligned to industry standards and the needs of the District; proactively share knowledge with colleagues to improve the performance of the team.

• Coordinate repair and/or service for equipment covered under warranty or service agreement with appropriate vendors.

• Perform duties in alignment with established policies, and procedures, as well as serve as an agent to inform others of new policies, procedures and change management.

• Perform other duties as assigned by supervisor.

Security Clearance:

Internal Applicants

If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.

External Applicants

In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.

Method of Application :

Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.

Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.

Applicants requesting assistance during the application process should contact the Office of Human Resources via email at [email protected] or phone at (313) 873-6897.

DPSCD does not discriminate based on race, color, national origin, sex, disability and/or religion. Contact the Civil Rights Coordinator for more information at (313) 240-4377 or detroitk12.org/compliance.