IT Customer Care Specialist

• Date Posted: 10/2/2026
• Location:
  
  DISTRICT WIDE - ALL LOCATIONS
• Date Available:
  
  When Filled
• Closing Date:
  When Filled

The job of an IT Customer Care Specialist - Level I is to provide hardware and software-related support to students, staff, and stakeholders of Florence Public Schools. The specialist - level I 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.

• Build and maintain positive relationships with students, staff, and stakeholders of FUSD 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 the 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.

• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize and manage time effectively

are required to perform multiple technical tasks with a need to routinely upgrade skills in order to meet changing job conditions. Specific skills required to satisfactorily perform the functions of the job include: utilizing pertinent network, application, and operating system software; adhering to safety practices; planning and managing projects; and preparing and maintaining accurate records.

is required to perform algebra and/or geometry; read technical information, compose a variety of documents, and/or facilitate group discussions; and solve practical problems. Specific knowledge required to satisfactorily perform the functions of the job includes digital-analog electronics to component levels; TCP/IP protocols current generation operating systems and networking standards and practices; and safety regulations.

is required to schedule activities, meetings, and/or events; routinely gather, collate, and/or classify data; and consider a wide variety of factors when using the equipment. Flexibility is required to independently work with others in a wide variety of circumstances; analyze data utilizing a variety of complex processes, and utilize equipment under a variety of conditions for multiple purposes. Ability is also required to work with a significant diversity of individuals and/ or groups;

work with data of widely varied types and/or purposes, and utilize a wide variety of types of job-related equipment. In working with others, problem-solving is required to analyze issues and create action plans. Problem-solving with data requires independent interpretation of guidelines, and…