Networking Specialist (# 7518)

NOTE: This role offers a flexible hybrid work location schedule in accordance with our state’s telework policy, ideally suited for individuals who can be present on-site weekly.

Job Description:

This position will serve as a frontline technical support specialist for the Client Education Technology System (KETS), providing support to 171 school districts, 1,400 schools, public users, and KDE staff. The role is critical in ensuring timely resolution of service requests, maintaining operational standards, and contributing to the continuous improvement of school and district customer support. Responsibilities include providing second-tier support to end users for PC, server, and/or mainframe applications and hardware; collaborating with network services, software systems engineering, and application development teams to restore service and resolve core issues; performing restorative and maintenance actions; simulating or recreating user problems to troubleshoot operating difficulties; recommending system modifications to reduce recurring issues; and delivering exemplary customer service in all interactions.

A strong knowledge of mobile device platforms and their integration with enterprise services, along with being proficient in troubleshooting hardware and software issues and familiar with Office 365, Active Directory, and KDE-specific applications. Excellent written and verbal communication skills are essential, along with the ability to work independently and collaboratively in a fast-paced environment. Preferred qualifications include prior experience in a help desk or technical support role, a solid understanding of the Client Education Technology System (KETS) infrastructure and KDE operational standards, and experience supporting educational technology systems at the district level.

Description:

·         Provide first-level support for workstations, software, networked printers, routers, switches, internet circuits, and VOIP phone systems.

·         Serve as the primary escalation point for mobile device issues (iOS/Android) within the KDE environment, including Office 365, Google Apps for Education, and Wi-Fi connectivity.

·         Support client and server operating systems (Windows, iOS).

·         Maintain and update Standard Operating Procedures (SOPs).

·         Accurately document incidents and resolutions using KDE’s tracking tools.

·         Deliver professional support with an emphasis on single-call resolution.

·         Demonstrate courtesy, effective communication, and active listening in all interactions.

·         Other duties as assigned