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.

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 inquires.
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.