Updated
January 8, 2008. Job announcements
will be posted as they are received. Please
send employment opportunities you wish to post
to lallessio@masscue.org
Posting #1
MassONE Senior Helpdesk Position
Massachusetts Online Networks for Education (MassONE) is a statewide set of online applications, resources and tools for students, teachers and administrators administered by the Massachusetts Department of Education. The MassONE Senior Helpdesk Coordinator position requires a highly motivated individual who will provide courteous technical and helpful support to MassONE users.
Scope of Duties:
-Explains MassONE features and benefits to potential MassONE users
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Greets end users, establishes rapport, handles complaints, and records statistics on each call using Remedy help desk software
-Takes users calls and email messages, analyzing reported problems, providing consultation and remote diagnostics, and attempting to resolve problems or provide solutions
-Identifies and resolves second level technical issues
- Escalates irresolvable problems to the engineering team when appropriate.
-Explains to users how MassONE’s online technologies benefit teaching and learning in the K-16 environment.
-Promotes excellence by projecting a professional tone and providing superior service to each MassONE user.
Technical Skills:
Required:
-Excellent technical writing skills.
-Intermediate to advanced level knowledge of Windows desktops, Web browsers, MS Office Suite (Word, Excel, Power Point, Access, and Outlook).
-Basic knowledge of database concepts and SQL.
-Basic to intermediate level knowledge of HTML, Deamweaver and FTP protocol.
-Intermediate to advanced problem determination and resolution skills.
-Willingness to learn new technologies.
-Experience in supporting and troubleshooting web software applications
Desirable:
-Intermediate knowledge of SQL, SQL Server 2000.
-Knowledge of UNIX shell commands, shell scripts, and UNIX file editing.
-Experience in reading and maintaining PERL programs, especially in file processing.
-Knowledge of computer networking: input/output, storage, communication, control, and processing.
-Experience with Remedy and or LDAP helpful.
User Support Skills:
-Ability to deliver superior user service via telephone and e-mail.
-Ability to determine user's technical ability based on communication, and relay technical information to the user in terms that the user is able to understand.
-Ability to work with all types of MassONE users - executives, administrative, technical support, educators, students and parents.
-Experience in compiling and prioritizing support issues as they arise
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Must be a team player with the ability to prioritize and handle multiple simultaneous tasks in a high-pressure environment.
Salary Rate:
This is a full-time consultant position, 40 hours/week with an hourly rate of $30.00 to $32.00. Selected consultant must work with a state’s approved vendor.
Contact:
Connie Louie, Director
Office of Instructional Technology
Massachusetts Department of Education
350 Main Street, Malden, MA 02148
Telephone: 781-338-6865
Email: 781-338-6865
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