IT Customer Care Specialist

Position Type:
Support Staff (Non-Classroom)/IT Cutomer Care Specialist

Date Posted:
5/19/2025

Location:
Technology Services

Date Available:
07/02/2025

Closing Date:
07/15/2025 JOB DESCRIPTION BOTTOM RIGHT OF SCREEN

Position Length: 12 Month Long

Job Grade: 116

Hourly Rate: $22.18 and up depending on experience

Hours Per Day: 8

Application Procedure: Apply online

Fingerprint Clearance Card: Must have a Level One IVP Fingerprint Clearance Card prior to processing. Please Click Here.
IT Customer Care Specialist
JOB DESCRIPTION
Gilbert Unified School District

Purpose Statement:
The job of an IT Customer Care Specialist is to provide hardware and software related support to students, staff, and stakeholders of Gilbert Public Schools. The specialist is responsible for building relationships with staff and students at district schools and departments to assist in resolving issues related to network systems and subsystems, operational issues, hardware, software, and providing direction and recommendations when applicable. Fulfilling end user needs by maintaining excellent customer service standards with high satisfaction is a priority.
Essential Functions

• Build and maintain positive relationships with students, staff, and stakeholders of GPS through open and interactive communication
• Resolve issues related to network systems and subsystems, operational, hardware and software problems by identifying; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution?
• Resolve end user issues via in-person visit, phone, helpdesk, or email, based on the individual needs of user
• Recommend potential solutions by collecting end user information and analyzing the needs with customer care teams
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of help desk tickets and requests
• Identify and assess customers' needs to achieve satisfaction
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage end users
• Greet customers warmly and ascertain problem or reason for calling
• Work with entire Technology Services department to ensure proper customer service is being delivered
• Assists in installing computer equipment, network (client and server) software and hardware on a variety of platforms (e.g. service packs, application software, operating software, hardware upgrades, etc.) for the purpose of upgrading and maintaining equipment and software.
• Assists in maintaining network operations, computer hardware, and/or software applications for the purpose of ensuring efficient program operations at District Office and school sites.
• Assists in repairing network-related hardware (e.g. computers, laptops, student devices, peripherals, and network equipment). for the purpose of maintaining computer and network equipment in a safe and functional operating condition.
• Assists other personnel as may be required for the purpose of supporting them in the completion of their work activities.
• Drives to district schools/sites to perform job functions.
  
  Customer Care Requirements:
• Positive attitude
• Proven customer support experience
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication skills
• Ability to multi-task, prioritize and manage time effectively

Minimum Qualifications

Mental Requirements
Learning Development- Level D Specialized vocational or technical knowledge providing a command of certain technical, administrative, and/or operative practices and techniques. Learning development involves the completion of a formal technical/vocational curriculum often resulting in a degree.
Problem Solving - Level 2 Work situations require consideration and interpretation of circumstances or information to choose the most effective responses. Solutions may be somewhat technical, yet are relatively straightforward, obvious and well-defined once problems are understood. Responses come from the realm of prior learning and experiences.
Physical Requirements
Physical Skill - Level A Basic level of learned physical skill is required. No special coordination beyond that used for normal mobility and handling of everyday objects and materials is needed to perform the job satisfactorily.
Physical Effort - Level 1 Minimal physical exertion is required. Most job time is spent sitting with occasional walking. Occasional lifting, guiding, and carrying of lightweight materials or equipment.
Social Requirements
Human Relations Skill- Level B Job requires patience in communication and well-developed verbal skills to exchange technical or complex information with individuals or small, informal groups. skills in establishing harmonious relationships and gaining cooperation are important.
Scope of Contacts - Level 1 The important job contacts are with peers in the immediate work group and immediate supervisor. Occasional contact with individuals outside the organization may occur.
Work Environment
Performance Environment - Level A Changes in environments, work pressure, disturbances of work flow, and irregularities in work schedule are infrequent.
Physical Working Conditions - Level 1 Generally good working conditions. Little or no exposure to extremes in noise, temperature, etc. little or no exposure to safety or health hazards.
Accountability
Level of Accountability -Level B Responsible for producing journey-level work output on an independent basis subject to supervisory direction and review.
Organizational Impact - Level 2 Work results impact the accuracy, reliability, and acceptability of further results beyond the immediate work section. work results are noticeable and represent a portion of, or support product or service received by the customer or general public.

Experience, Education, and Certifications
Experience: Job related experience is required.
Education: High school diploma or equivalent.
Certifications/Clearances: Must possess a valid Arizona DPS Level One IVP Fingerprint Clearance Card while employed.

Compensation Details
FLSA Status: Non Exempt
Pay Schedule: Hourly - Grade 116
Work Calendar: Support 12 Months Long
Non Discrimination Statement
Gilbert Unified School District does not discriminate on the basis of race, color, religion, national origin, ethnicity, sexual orientation, sex, (including pregnancy and other related conditions), gender identity, gender expression, genetic information, age (over 40), parental status, or disability in admission to its programs, services, or activities, in access to them, in treatment of individuals, or in any aspect of their operations. The District provides equal access to the Boy Scouts and other designated youth groups pursuant to the Boy Scouts of America Equal Access Act. The lack of English language skills shall not be a barrier to admission or participation in the District's activities and programs. The Gilbert Unified School District also does not discriminate in its hiring or employment practices.
This notice is provided as required by Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, Title IX of the Education Amendments of 1972, the Age Discrimination Act of 1975, and the Americans with Disabilities Act of 1990.
Inquiries about Title IX may be referred to the Title IX Coordinator, the U.S. Department of Education's Office for Civil Rights or both. The nondiscrimination policy and grievance procedures are located on the Gilbert Public Schools website.

Attachment(s):

• IT Customer Care Specialist.pdf