Customer Service Desk Analyst at Des Moines Public School District

TITLE:  Customer Service Desk Analyst

POSITION TYPE:  Spec

HIRING SPECIFICATIONS:

Required:

1. High School Diploma, HiSet, or GED
2. Valid Driver's license.

Desired Education and Experience:

1. A+ certification, Network Plus certification or MOUS certification.
2. Three years of experience supporting computer networks.
3. Technical Certification in Networks, hardware and software applications.
4. Specialized training in various communication systems.
5. Specialized training in Data Communications networking.

Skills, Knowledge, and Abilities:

1. Knowledge of and experience with Microsoft products.
2. Working knowledge of ERP/SIS systems.
3. Strong human relations and communications skills with an emphasis in customer support.
4. Ability to communicate effectively both orally and written.
5. Ability to manage multiple projects and prioritize assigned tasks.
6. Competency working in a culturally diverse environment or the willingness to acquire these skills.

BASIC FUNCTION:

To provide Customer Service Desk support for the district’s technology department. 

The essential functions as shown below represent only the key areas of responsibility; specific position

requirements will vary depending on the needs of the technology department.  This position requires continuous use of independent judgement.

ESSENTIAL FUNCTIONS:

1. Diagnose, troubleshoot, and resolve problems encountered by users on the district network via telephone, email or SMS remote access.

2. Initiate service technician call as needed.
3. Maintain records of computer/network/telecommunications service work.
4. Maintain knowledge of current network system and application programs used in the district.
5. Use call-tracking systems for all technology needs (e.g. assistance, repair, purchase and action taken on request).

6. Seek additional skill development in use of technology in instruction and office management.

ADDITIONAL ESSENTIAL FUNCTIONS (for every DMPS position):

1. Attend work on a prompt and regular basis.
2. Maintain confidentiality.
3. Maintain satisfactory and harmonious working relationships with the public, students, and other employees.
4. Assist with other duties as may be assigned.

DEPARTMENT:  Technology Systems & Services

REPORTS TO:  Manager of Technology Support & Services

FLSA STATUS: Non-Exempt

FT/PT:  Full Time

DAYS:  260     HOURS:  8

PHYSICAL REQUIREMENTS: 

Constant: Sitting, telephone, and computer. Occasional: Standing, walking, bending/stooping, reaching/pushing/pulling, climbing/stairs, driving.

WORKING CONDITIONS: 

 Frequently inside, with occasional exposure to outside and extremes of temperature/humidity.

All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Individuals may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.

Employee Benefits Information

 All candidates offered a position will be required to successfully pass a criminal background check, and a child and adult abuse registry check.  Certain positions may require fingerprinting, a drug and alcohol test, a physical capacity test and/or a motor vehicle record check. 

Approved By: NA

Date: 09/12/2025