Senior Customer Support Technician

Location

Data Processing Dept

Reference #

2026-270C

Close Date

09 / 26 / 2025

Location

Data Processing Dept

Reference #

2026-270C

Close Date

09 / 26 / 2025

Classified job is announced to all qualified applicants. Applications must be submitted no later than Friday, September 26, 2025. 8 hours per day / 255 days per year / Table 18 Lane 1 (Promotions result in a 5% minimum increase) Job Description : Under the direction of the Information Systems Director and the supervision of a Customer Support Supervisor, the Customer Support Technician helps with the testing, training and day to day customer support of all the administrative software systems used by employees, students and guardians throughout Davis School District. A few of these systems include Encore, myDSD, Evaluate Davis, the Office 365 email system and the Careers system. The Customer Support Technician will also assist on a regular basis with the many phone calls received each day directed to the District Call Center Help Desk to address inquiries, resolve issues, and ensure customer satisfaction. The representative will work closely with other departments to provide comprehensive solutions and maintain a high level of service. Key Responsibilities :

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues related to applications, computer equipment, hardware, and software.
• Coordinate problem resolution and address complex issues requiring judgment and independent action.
• Provide instructions, directions, and follow-up to customers to ensure their needs are met.
• Maintain accurate records of customer interactions and resolutions.
• Collaborate with other departments to provide comprehensive solutions to customer problems.
• Identify and initiate resolutions to address customer problems and needs.
• Ensure customer satisfaction by providing exceptional service and support. Qualifications :
• High school diploma or equivalent.
• Track record demonstrating excellent customer service.
• Strong communication skills, both written and verbal.
• Experience with and a good understanding of the DSD Encore system.
• Knowledge and experience using Microsoft Office 365, including Word, Excel, and PowerPoint.
• Ability to troubleshoot and resolve software issues.
• Troubleshooting / testing skills for quality assurance on district software updates and enhancements.
• Ability to work independently and as part of a team.
• Valid Utah Driver's License. Preferred Qualifications :
• Associate's degree - 2-3 years of post-secondary education
• Bilingual - fluent in English and Spanish
• Experience with CRM systems and customer support software.
• Knowledge of computer hardware and software.
• Ability to manage multiple tasks and prioritize effectively.
• Strong organizational skills and ability to maintain accurate records.

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Skills Required

Computer Hardware And Software, Microsoft Office 365, Troubleshooting, Crm Systems