The salary that is posted includes a recently negotiated salary increase,

which will be reflected in paychecks in the near future.

New employees hired on or after October 1, 2021 must be fully Covid-19

vaccinated and must provide verification of their vaccination status as

part of the hiring and onboarding process prior to an official offer of

employment to any District site.

Please submit a detailed resume and application, which highlights all

relevant education and experience related to this position.

We are LAUSD. We are at the forefront of innovation in public schools,

with the serious work of tailoring the learning environment to better serve

our community. Here, you will have the opportunity to exercise your

potential in the business of education.

We are technical professionals, skilled workers, support staff, executives,

and community champions. We do our jobs with a sense of integrity,

accountability, and pride in shaping the future.

Our contributions here impact our number one customers – the 600,000

plus K-12 students of LAUSD. With over 1,000 job titles to choose from,

build your rewarding career here by joining nearly 30,000 employees,

and achieve new levels of success in your career!

Department or School Site The District’s Information Technology Division (ITD) has 600+ staff

members, including programmers, network engineers, and administrative

staff – all of whom provide support to the Schools and most District

offices in a professional, forward thinking, and challenging environment.

Technologies supported range from personal systems to enterprise-wide

systems and applications.

Project The IT Customer Support Representative provides first-level technical

support to school and office personnel regarding software and hardware

problems or Information Technology Division supported applications;

coordinates the repair, replacement, and maintenance of

electronic/computer equipment, networked devices and related

information technologies; diagnoses problems and researches solutions;

and uses diplomacy and interpersonal skills to extract pertinent

information and assist callers.

Some positions in this classification may require Spanish fluency

The IT Customer Support Representative (Spanish) performs the same

duties as the IT Customer Support Representative in a position that

requires fluency in Spanish.

Benefits Insurance: Paid premiums for your choice of several medical, dental,

vision, and life insurance plans. Retirement: Membership in the California

Public Employee Retirement System (CalPERS).

Vacation: Two weeks of paid vacation to start. Three weeks after five

years of year-round paid service.

Paid Holidays: 12 days.

Job Duties/Responsibilities Typical duties may include:

• Provides first-level Helpdesk services for client problems and support.
• Provides technical support and records incident details (such as

customer contact, incident specifications, resolution orreferral information) into the District’s IT Service Management system.

• Provides first-call problem resolution when appropriate.
• Works with other team members to resolve problem tickets.
• Communicates trouble call status to customer.
• Provides status to call center management on mission critical

application outages.

• Provides Helpdesk support for new systems and special projects.
• Uses Knowledge Base component of help desk system to diagnose
• Enters problem resolution information into Helpdesk system, closes the

system malfunctions or application issues.

problem, and informs the customer when the

problem is resolved.

• May dispatch District field support personnel to customer site.

To see the complete class descriptions, visit us at www.lausdjobs.org

Minimum Requirements EDUCATION:

Graduation from high school or evidence of equivalent educational

proficiency, preferably supplemented by courses in computer science.

EXPERIENCE:

One year of experience within the past five years in the operation of a

computer hotline or help desk system, utilizing a

multi-processing operating system receiving calls per day regarding

computer and communications infrastructure (mainframes, client-server,

LAN and WAN, Microsoft Windows or Apple OS, office productivity tools,

telecommunications network, and mobile computing devices) or

Information Technology Division supported software applications. A

Microsoft Certified Professional Certificate (MCP) and/or experience

working with PC hardware and software problem diagnosis and repair is

preferable.

SPECIAL:

Ability to communicate effectively in Spanish both orally and in writing, in

addition to English is required for a IT Customer Support Representative

(Spanish Language).

Desirable Qualifications The ideal candidate will have the ability to:

• Work independently, exercise initiative and good judgment
• Analyze data and draw logical conclusions
• Plan, organize, track and coordinate work to meet deadlines
• Multi-task, function in a fast-paced unstructured environment with

frequent changes

• Remain calm and pleasant under stressful situations
• Enter relevant data into a computer while conversing on the telephone
• Organize files and maintain accurate records
• Work effectively with other District employees, students, and the public
• Communicate effectively orally and in writing
• Listen and communicate effectively with customers

The ideal candidate will have the knowledge of:

• Best Customer Service practices and the measurement (metrics) of

those practices

• Various office software applications, including Word, Excel, Access,

and PowerPoint

• Information Technology services and how they are provided
• Concepts and uses of personal computer, mainframe computer, and

tablet operating systems

• General office practices and procedures

As candidates will be interacting with various individuals throughout the

district, an ideal candidate would have the demeanor and communication

skills needed to ensure positive customer experiences.

Employment Selection Process **PLEASE SUBMIT A THOROUGH AND DETAILED APPLICATION

AND ATTACH A RESUME CLEARLY EXPLAINING YOUR

QUALIFICATIONS FOR THIS POSITION.**

The selection process will tentatively include the following: a

computer-based skill check assessment and a scored questionnaire.

Candidates will need to submit an application and complete a scored

questionnaire. Applications, resume, and questionnaires will be reviewed

and evaluated. For this reason, it is recommended that your application

materials clearly show all your relevant background and specialized

skills, knowledge, and abilities. When completing the questionnaire,

please make sure you provide detailed responses to all the

questions/statements.

TEST RETAKE POLICY: Candidates that have taken Computer-Based

Skill Assessments must wait a period of 30 days before retaking these

tests.

Applicants who indicate interest in the IT Customer Support

Representative (Spanish) position must also take and pass the Bilingual

Spanish Written and Oral Assessment administered by the District to be

considered for a Spanish speaking position in this classification.

Please be sure to include correspondence from @lausd.net as an

approved sender so that messages aren’t accidentally placed into your

spam/junk e-mail folder.

We anticipate receiving a number of well qualified applicants for this

position; therefore, there will be a competitive process.

The hiring departments have requested that we proceed with the

selection process in an expeditious and timely manner. To honor this

request we will be adhering to a pre-planned employment assessment

schedule. For up-to-date information about test dates, we encourage you

to check your email regularly for notifications.

Please be sure to include correspondence from @lausd.net as an

approved sender so that messages aren’t accidentally placed into your

junk/spam e-mail folder.

For more information about the LAUSD employment assessment

process, visit the ‘My LAUSD Career’ section of our website at

http://www.lausdjobs.org .

For any questions/concerns, please contact Aurora Luksetich at

aurora.luksetich@lausd.net

Application Process DO YOU NEED TECHNICAL ASSISTANCE WITH THE ON-LINE

APPLICATION?

Please visit www.lausdjobs.org and click on “help desk service request

form” located to the left of the Quick Links.

To find out whether the application deadline has been extended, visit the

website at: http://www.lausdjobs.org .

The Los Angeles Unified School District intends that all qualified persons

shall have equal opportunities for employment and promotion.

Reasonable accommodations in completing an application and testing

are available to individuals with disabilities. Please call (213) 241-3455

for more information.

Additional Posting Information Selection and promotion are based on a competitive employment

assessment process. Candidates who pass all parts of the assessment

process are placed on a hiring (eligibility) list based on their assessment

score. Hiring departments may make job offers to candidates on the top

three ranks of the hiring list. Eligibility typically lasts for 12 months. The

hiring list resulting from this assessment process may be used to fill open

positions in related job classifications.

Company Overview

Size : 10000+ Employees

Founded : 1961

Type : School / School District

Industry : Colleges & Universities

Sector : Education

Revenue : $2 to $5 billion (USD)