Field Serv Support Tech - TEST

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.

A test will be administered after the job posting closes and all applications are screened. You will be notified by Human Resources of the test date and schedule.

EXAMINATION:
This test is available for open entrance candidates.

• Oral Exam
  - Weight 30%
• Practical Exam
  - Weight 70%

You will be notified of the results of the practical examination. Candidates who pass the practical exam with at least 75% will be contacted regarding interviews with the hiring manager.

SPPS is looking for a Field Service Support Tech for the  school year!

• 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.

• Speak or write in another language(s)
• A+ Certification
• Experience supporting the following:
• 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

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.

Reports to the Technology Services Manager and receives daily work coordination and technical direction from the Lead Field Service Support Technician.

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.

The essential functions include, but are not limited to the following fundamental job duties:

• 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.
• Contribute to the District's Strong Schools/Strong Communities efforts by partnering with other staff to contribute to student achievement and the alignment and sustainability of resources.
• Perform other related duties as assigned.

• Some knowledge of local area networks and related technologies.
• Excellent skills working with Microsoft Office products and…