Specialist - Technology Support Analyst (Central Help Desk)

Benefits

Additional Information

Our outstanding teachers, support staff members and leaders are top-notch educators whom others seek to emulate, and quite simply - we would like for you to consider joining us. General Description: The Central Help Desk Analyst provides primarily remote Tier 1 support for Chesterfield County Public Schools (CCPS), resolving issues via online ticket workflows, phone calls, and email inquiries. This role focuses on resolving and coordinating high-volume end-user needs that are frequently application-, account-, and/or configuration-related in a Google Workspace environment (e.g., access, permissions, Google Admin actions, approved instructional applications, and identity workflows including RapidIdentity). The Analyst does not dispatch field staff; instead, the position performs remote troubleshooting and coordinates handoffs by reclassifying and routing tickets to the correct owning queue when a physical touch or specialized intervention is required (e.g., regional Technology Support Analysts (TSAs) for hands-on Tier 1 non-Chromebook support, external vendor for Chromebook service execution, and Tier 2 escalation for network/systemic issues). The position is responsible for ticket quality and documentation standards for tickets routed to the Central Help Desk queue. Strong customer service skills, clear communication, and sound professional judgment are required. Job Description: PLEASE CLICK HERE FOR FY27 RATES. Essential Job Functions: Provides customer support to technical and non-technical users using a remote-first approach, and proactively follows up to ensure complete resolution of tickets assigned to the Central Help Desk queue Works within the online ticketing system as the primary workflow tool; Documents work performed, applies correct issue categories, and maintains clear, auditable ticket notes for tickets routed to the Central Help Desk Resolves common Tier 1 issues without on-site dispatch, including Google Workspace application support account/access issues and approved instructional application access troubleshooting Supports identity and access workflows, including RapidIdentity-related access issues and single sign-on (SSO) troubleshooting, using established practices and escalation criteria Supports the instructional application ecosystem, including Clever-related access issues and approved instructional applications, by troubleshooting access, configuration, and user-impact symptoms, as appropriate Executes authorized administrative actions within Google Admin/Workspace tools and related platforms to restore service, maintain stability, and reduce repeat issues Coordinates Chromebook program financial workflow tickets related to intentional damage fees and invoices, routing to the appropriate program lane as needed Reclassifies and routes tickets to the correct owning queue when a physical touch is required Applies defined escalation criteria; escalates to Tier 2 only when scope, impact, and evidence indicates a systemic issue and basic checks are complete Contributes to and maintains user-facing Tier 0 resources in online ticketing system, including knowledge articles, known fixes, and quick reference guides, to reduce ticket volume and improve user self-service Provides training and quick guides for division staff on Chromebook program processes and expectations in alignment with program guidance and on common access and application workflows to reduce preventable tickets Helps maintain acceptable use and security settings posture, in coordination with Google Admin practices and established governance Analyzes ticket trends and recurring issues to identify prevention opportunities; Recommends improvements to categories, forms and required fields, routing rules, and knowledge resources, as requested Creates and maintains user-facing visualizations of relevant data, including common issue trends, ticket status themes, and recurring problem areas, to inform communications and continuous improvement Performs other related duties as assigned Budgetary Responsibility: This position has no budgetary responsibility. Report Preparation: Prepares reports and metrics summaries as requested by supervisor Equipment Operation: Utilizes a personal computer, general office equipment, and equipment related to Technology Services Contacts: This position has frequent contact with Principals, staff, students, and vendors in order to answer questions, provide information, and resolve problems. Other contacts include TSAs and TSA Team Leads, Office of Instructional Technology staff, external vendor technicians (for Chromebook service, Network Services staff for Tier 2 support, and other Central Office departmental staff, as needed. Work Direction/Supervision: This position does not provide work direction or supervise other positions. The position coordinates work through established routing lanes and practices, and does not create a hierarchy over other Tier 1 recipients. Each receivin