Technical Support/Customer Service Specialist - Education Service Center Region 11 (TX)

Job Title: Technical Support/Customer Service Specialist

FLSA Status: Exempt

Pay Grade: 204

Work Days: 226

Reports To: Director of Technology Services

Primary Purpose

To provide support for the Audio/Visual needs of external workshop presenters and internal personnel. Provide technical support for video conferencing events for ESC Region 11 and local education agencies (LEAs). Provide Level 1 end-user technical support. Focus on the customer experience including major conferences and events to ensure customer satisfaction.

Qualifications

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education/Certification

Associate Degree preferred

Special Knowledge/Skills

Team-oriented and collaborative with ESC staff and LEA personnel

Ability to communicate effectively with non-technical users; enjoys teaching and working with people

Technology competency comparable to State Board of Educator Certifications for beginning teachers

Skills in teleconferencing, audio/visual connectivity, and computer applications for management and communications

Strong organizational, communication, public relations, and interpersonal skills

Acceptable alternatives to the above qualifications may be considered

Experience

Preferred audio/visual experience

Successful experience in:

Troubleshooting and training teachers/adults

Troubleshooting and maintaining hardware, software, and telecommunications equipment

Managing equipment inventory

Essential Duties and Responsibilities

• This job description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with this job. They are intended to be accurate reflections of those principal job elements essential for making fair hiring and pay decisions.

This position may be partially or completely funded using grant and/or federal monies and is assigned programs to include activities designed to enhance the effective and coordinated use of funds.

Actively participate in and/or provide leadership for inter-departmental teams to help improve student performance in the region, to improve the ESC's internal operations, and to meet the established goals and objectives of the ESC

Responsive as the first point of contact for all stakeholders in the education community.

Model effective technology use for productivity and instruction

Coordinate and set up equipment for workshops

Maintain and replace inventory of consumables

Update meeting room monitors and signage

Support and document Help Desk assistance; act as backup

Provide support and training for ESC staff on presentation station use and functionality

Perform other duties as assigned.

Supervisory Duties

None

Equipment/Specialized Software Used

Computers, projection devices, control panels in meeting rooms, software specific to the job assignment, video conferencing equipment, video streaming production, internet resources, and other hardware and software necessary to perform the functions of the job effectively and efficiently.

Working Conditions (Mental Demands/Physical Demands/Environmental Factors)

Mental: Public relations and people skills are always required, work with frequent interruptions, and maintain professional composure and confidentiality under stress.

Physical: Occasional prolonged and irregular hours, ability to move tables and chairs and load/unload boxes and materials. Prolonged use of a computer.

Environmental: Open cubicles/workstations

Evaluation

Annual performance evaluation will be performed in accordance with the adopted policies of the Education Service Center Region 11. Employment in this position is contingent upon performance, need, and funding.

Revision Date: July 2024