EXAMINATION #24-38

OPEN TO THE PUBLIC WITH THE CINCINNATI PUBLIC SCHOOL SYSTEM

TITLE:                                 Help Desk Technician

SALARY:                              $29.42 hourly

APPLICATION DEADLINE:   Friday, October 11, 2024 @ 11:59 PM


GENERAL STATEMENTS OF DUTIES:

This position, under the general direction of  the administrative supervisor, provides support relative to the maintenance, operation and usage of student information software systems and client server systems.  Develop procedures for and performing tasks relative to the system software and hardware.  Identify and resolve user support issues.  Provide training and instructions for system users.  Ensure the Cincinnati Public Schools (CPS) goals, technology, and information standards are followed.

EXAMPLES OF WORK PERFORMED:

(Illustrative only. Any one position within this classification may not include all of the duties listed nor do the listed examples include all of the tasks which may be performed.)

• Answer end-user phone calls to the Software Support Center Provide initial support for the

       resolution of end-user problems.

•  

  Escalate end-user work orders to the appropriate technician if the problem requires higher level support.

•  

  Create and disseminate instructional documents relative to software processes to end-users.

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  Provide training to end-users on district student information system software.

•  

  Monitor schools for accuracy and completion of all student data entry processes.

•  

  Troubleshoot school database problems as they occur.

  Maintain an online Knowledge base of common end-user problems and solutions (FAQ’s).

•  

  Document all phone calls in the CPS support software. 

  Prepare reports on usage and performance of equipment when requested according to documented procedure.

•  

  Attend and successfully complete all training required for current and new district software.

•  

  Perform related duties as required.

EXAMPLES OF REQUIRED KNOWLEDGES, SKILLS AND ABILITIES (KSAs):

(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)

Knowledge of:

•  principles of database structure.

•  software programs used by CPS, such as Focus, CPS Web-Based Applications, Cognos

       Canvas and Microsoft Office, or sufficient training and/or experience in such software,  

       to perform effectively in the position with reasonable training.

•  SQL query language or other query tools.

       basic tenets of effective customer service.

•  English usage, spelling, grammar and punctuation.

•  logic and reasoning principles used in problem solving techniques.

•  basic mathematical principles.

•  K-12 public school operation. 

•  advanced of windows and mac operating systems.

Ability to:

•   become thoroughly knowledgeable of the features and functions of all district student 

         information software and to serve as a subject matter expert.

•  use problem solving techniques to provide first level troubleshooting support for end-users of    

•        district student information software programs, or escalate the job order to the right 

         department for resolution as needed.

•  Identify and resolve user support issues and perform and/or coordinate user instructions and 

         training relative to district student information software programs.

•  provide constant and consistent phone support to end-users of the supported software by 

         staffing a phone center Help Desk.

•  successfully complete assigned training as needed to become proficient/certified in new 

         software packages adopted by the district for student information gathering.

•  adapt to new processes and technologies and become proficient in their use.

       develop or instruct others to develop ad hoc query reports, using tools provided.

•  meet schedules and deadlines for production of assigned reports, files, etc.

       maintain composure in stressful situations.

•  establish and maintain effective working relationships with end-users.

•  communicate clearly and concisely, both verbally and in writing, particularly technical  

            information to users of varying familiarity with the technical aspects of the system.

•  

   utilize a PC and related software required to perform job activities.

•  work occasional overtime and other than normal day shift to meet assignment schedules.

QUALIFICATIONS:

An Associate Degree from an accredited college or university in an appropriate field, which includes a minimum of 15 quarter credits or 10 semester credits of computer science courses plus Three years of experience in a position providing computer software or similar support to end users either in person or via phone and a demonstrated knowledge of computer applications with preference given to the software listed above.

MILITARY EDUCATION & EXPERIENCE EVALUATION:

Military education and experience may be substituted for college level course work at the lower and upper division baccalaureate and graduate levels and apprenticeship training at the vocational certificate level on a case by case basis based on the American Council on Education (ACE) Military Guide recommendations.

OTHER REQUIREMENTS:

Must have a valid Driver License.  This is a sensitive classification; therefore applicants for appointments must pass a security clearance, which includes a check of employment references and criminal records.

PROBATIONARY PERIOD:

240 working days.

EXAM DETAILS:     Date: Thursday, October 10, 2024    /     TIME:  TO BE SET        /     LOCATION:  TO BE SET

SUBJECTS AND WEIGHTS OF TEST SECTIONS:         
The selection process is worth 100% of the exam grade and consists of a written exam.  The passing score will be determined after the examination by the Civil Service Examiner together with the Secretary. Determination of the passing score will be based on the job analysis, analysis of examination results, consultation with subject matter experts or other professional methods. 

OPEN-TO-THE-PUBLIC:  GENERAL INFORMATION

1. FILING APPLICATIONS: Must be submitted through http://www.cpsk12.org click on Apply for a job with CPS and Online Application System, Internal Postings; Clerical and Office Personnel. Applications must be received no later than stated deadline.
2. QUALIFICATIONS: Unless otherwise stated, work experiencerequirements must be met by paid experience, and all qualifications must be met by the application deadline date.
3. CITIZENSHIP: Application accepted from both citizens and non-citizens; however, due to the Immigration Reform and  Control Act, only citizens and aliens lawfully authorized to work in the U.S. will be hired.
4. TRANSCRIPTS: ( IF NEEDED, NO LATER THAN THE DEALINE DATE FORFILING APPLICATIONS).

              PLEASE NOTE:  Copies of unofficial versions or internet printouts of transcripts are NOT acceptable.

5. AGE REQUIREMENT: Must be at least 18 years old by the applicationdeadline date.
6. SPECIAL ARRANGEMENTS FOR QUALIFIED DISABLED: Such persons mayarrange with Margaret Key at 513-363-0206, no later than the application deadline, for an alternate test date, time or location, or necessary assistance in taking the exam, providing the security or integrity of the exam is not jeopardized nor an undue hardship (e.g., substantial additional cost or time) imposed.
7. VETERAN’S CREDIT: 20% additional credit is given for military service orservice as a Red Cross nurse.  To qualify, the following requirements must be met EACH TIME an application is filed for an exam;  have an honorable discharge or transfer to the reserves with evidence of satisfactory service, OR have been a Red Cross nurse;  have served on active duty; and have shoan official document verifying such service (e.g., DD-214), no later than the exam date; and have passed the civil service exam.
8. PASSING SCORE: Will be determined after the exam by the test analyst,subject to review and approval of the City Civil Service Division. Determination of the passing score will be based on the job analysis, analysis of exam results, consultation with subject matter experts, and/or other professional methods.