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Field Service Support Tech

3 months ago

Saint Paul, United States ST PAUL PUBLIC SCHOOLS Full time

General Information

Technology Services is hiring for a 10 month position working as a Field Service Support Technician with Technology Services Department.

Provide in person technical support by troubleshooting hardware, software, networking, telephony and other technological equipment; diagnose and solve problems; perform maintenance and support other technology related issues as assigned.


Minimum Qualifications

  • High school diploma or GED certificate.
  • Three years of hands on work experience within the last five years in the technical field involving the installation, troubleshooting and maintenance of Windows and Apple hardware, software, peripherals, operating systems and local area network environments.

Preferred Qualifications

  • Speak or write in another language(s)
  • A+ Certification
  •  Experience supporting the following:
  • Current versions of operating systems: Windows, MacOS, iOS, iPadOS
  • Microsoft Office, Google Apps, Adobe Creative Cloud
  • Casper Remote, Apple Remote Desktop, SCCM, Teamviewer
  • LCD projectors, interactive white boards, AppleTVs, document cameras
  • Printers, copiers, scanners, Cisco VoIP phones
  • Basic network troubleshooting
  • ITIL Foundation
  • Attention to detail
  • Good written and verbal communication
  • Problem-solving and decision making
  • Ability to work well with others
  • Documenting and recording information
  •  Work independently and part of a team
  • Follow district, department and manager's procedures and directions
  •  Ability to Prioritize requests


Responsibilities

The Field Service Support Specialist performs technology services support work in the field and directly supports the Service Desk. The Field Service Support Specialists will operate as region-oriented support teams and will travel as required to Saint Paul Public Schools sites and programs. Specific duties performed include the following:

  • Provide respectful and courteous customer service.
  • Install, maintain, configure and troubleshoot district computers, peripherals and technology equipment to the Technology Services Department approved standards.
  • Create, track, resolve, and close tickets for daily work.
  • Respond to customer field support tickets routed via the Service Desk and/or Lead Field Service Support Technician assigned tickets and according to the Service Level Agreement.
  • Follow guidelines, policies in the Standard Operating Procedures manual, the Service Level Agreement and the Operating Level Agreement of the Technology Services Department.
  • Attend meetings, trainings, and undergo certification processes required by the Information Technology Department.
  • Keep track of time spent working on tickets in the Service Desk Support System.
  • Provide detailed notes in the ticket work log.
  • Gather information in order to understand the business impact of each service call.
  • Troubleshoot basic and complex customer issues as assigned by Service Desk and Lead Field Service Support Technicians.
  • Read and follow technical manuals, maintain knowledge on current industry trends, and follow the Service Desk knowledge base articles in daily operations.
  • Install new technologies.
  • Move technology from one location to another.
  • Add new components to existing systems.
  • Make changes or adjustments to existing systems such as performing upgrades and maintenance work.
  • Complete physical inventories of computer equipment.
  • Provide regular updates to the Service Desk Support Technician who must maintain Total Contact Ownership for each customer case.
  • Perform other related duties as assigned.


Pay, Benefits & Work Schedule

This is a 10 month position working 40 hours per week.


Salary and benefits are in accordance with the AFSCME negotiated labor agreement. The labor agreement and salary schedule can be found at  


Benefits are available to new employees after 30 days of active employment. Benefits include medical insurance, life insurance, sick leave, pension plan, tax-free retirement account, and flexible spending account. Some employee groups also receive vacation, dental insurance and disability insurance. A benefits summary is available at 


This posting will close on August 5th, 2024.



Examination

A civil service eligible list will be created from this posting and remain in use for all Field Services Support - 10M vacancies that occur in this title for a year from the date of the exam.  Eligible candidates will be notified of the testing date via e-mail after applicants have been screened for minimum qualifications. 


Practical Examination: Weight 100%


Qualified candidates will be notified by Human Resources via email of the test, after the posting is closed and all the applications are screened.


How to Apply

To be considered further, please apply for this position and attach a resume and cover letter to your online application.

The Human Resource Department will review your application materials and contact you regarding the next steps.

To attach additional documents to your online application, click on the "Additional Attachments" link from the applicant homepage and upload your documents as attachments. Valid file extensions for attaching a document include .doc, .txt, .rtf, and .pdf.


Other Information

Transcript - Unofficial transcripts are accepted at the time of hire. You must submit official transcripts within 30 days of your start date. Formal credential evaluation is required for post-secondary education completed outside of the United States.

Veteran's Preference - If you are an eligible veteran applying for a job where veteran's preference applies and wish to claim Veterans Preference you must submit a legible copy of your DD214 to the Human Resource Department with your employment application. If your claim is approved, five or ten additional points will be added to your final passing score.

Criminal Background Investigation and Reference Checks - Reference checks and a criminal background investigation will be completed as a condition of hire for all new employees and for former employees who have not been employed by the District for more than six months.


Essential Functions

Essential functions are job duties that the individual holding the position must be able to perform unaided or with the assistance of a reasonable accommodation through the Americans with Disability Act (ADA) and the Americans with Disability Amendments Act (ADAAA). The essential functions are typical duties as outlined under Responsibilities.

Regular and reliable attendance.

May be exposed to various cleaning products.


Equal Employment Opportunity

Saint Paul Public Schools is an equal opportunity employer and supports an inclusive workplace environment.


Equity Statement

SPPS is committed to an equitable workforce where all employees represent this commitment through equitable practices in their job position.