The job of IT Help Desk Technician is done for the purpose/s of providing user support to resolve software and hardware problems encountered by District students and employees and escalating those problems that cannot be resolved by initial troubleshooting.

 

This job reports to the IT Manager.

 

Essential functions of the job include: 

• Assists users with computer hardware and/or software applications (ex. password resets, email access, first login to devices, clearing cache and cookies, multi-factor authentication, single sign on) for the purpose of providing immediate problem resolution and/or referring as appropriate for resolution.
• Coordinates task updates (e.g work order requests, project installations, etc.) for the purpose of ensuring that department objectives are achieved.
• Troubleshoots and diagnoses hardware or software problems as tier 1 support for the purpose of ensuring the availability of hardware and/or software applications as needed.
• Maintains records (e.g. help desk log, work order system, inventory system, user access reset requests, password resets) for the purpose of providing audit trails, control mechanisms and documenting department procedures and actions.
• Maintains accurate inventory within Mobile Device Management (MDM) systems for the purpose of ensuring accurate device functionality and permissions throughout the district.
• Prepares documentation (e.g. inventory management, instructions, notices, reminders, memos, etc.) for the purpose of providing written support and/or conveying information.
• Manages inventory management system (e.g. conducting annual district-wide technology inventory with support from Site and User technicians, entering newly acquired items, assigning assets to staff members, approving location changes of items in the system) for the purpose of ensuring district assets are accounted for and in compliance with district policies.
• Provides specialized technology support for the purpose of ensuring that district staff can effectively utilize a wide variety of office applications and/or databases.
• Troubleshoots hardware and/or software problems for the purpose of providing immediate assistance to users for problem resolution.

 

Other Functions

• Assists other personnel as may be required for the purpose of supporting them in the completion of their work activities.
• Provides assistance at school sites as may be required for the purpose of supporting students and staff in using and troubleshooting district technologies.
• Performs other duties, as assigned, for the purpose of supporting the educational processes of the District.

 

Job Requirements: Minimum Qualifications

Skills, Knowledge and Abilities

 

SKILLS are required to perform single, technical tasks with a need to occasionally upgrade skills in order to meet changing job conditions. Specific skill-based competencies required to satisfactorily perform the functions of the job include: preparing and maintaining accurate records; operating standard office equipment; using pertinent software; adhering to safety practices; technical problem troubleshooting; management of database systems; assessing, prioritizing, and completing multiple tasks and demands simultaneously; providing quality customer service.

 

KNOWLEDGE is required to perform basic math, including calculations using fractions, percents, and/or ratios; read a variety of manuals, write documents following prescribed formats, and/or present information to others; and analyze situations to define issues and draw conclusions. Specific knowledge based competencies required to satisfactorily perform the functions of the job include: end-user function of computers, software and peripherals including Windows, Google Workspace, and Apple iOS.

 

ABILITIES is required to schedule activities and/or meetings; gather and/or collate data; and use job-related equipment. Flexibility is required to work with others in a wide variety of circumstances; work with data utilizing defined and similar processes; and operate equipment using a variety of standardized methods. Ability is also required to work with a diversity of individuals and/or groups; work with a variety of data; and utilize a variety of types of job-related equipment. Problem solving is required to identify issues and create action plans. Problem solving with data requires independent interpretation of guidelines; and problem solving with equipment is moderate to significant. Specific ability based competencies required to satisfactorily perform the functions of the job include: gathering information to diagnose problems; providing clear instructions; adapting to changing work priorities; communicating with diverse groups; setting priorities; working as part of a team; and ability to read, write, and communicate clearly in English.

 

Responsibility

Responsibilities include working under limited supervision following standardized practices and/or methods;

providing information and/or advising others; operating within a defined budget. Utilization of some resources from

other work units may be required to perform the job's functions. There is a continual opportunity to have some impact

on the organization’s services.

 

Work Environment

The usual and customary methods of performing the job's functions require the following physical demands: significant lifting, carrying, pushing, and/or pulling, frequent stooping, kneeling, crouching, and/or crawling and significant fine finger dexterity. Generally the job requires 50% sitting, 25% walking, and 25% standing. The job is performed under conditions with some exposure to risk of injury and/or illness.

 

Work Hours:  6:00am - 3:00pm

 

Experience:   Previous job-related experience within the IT Field is required.

 

Education:  High school diploma or equivalent.

 

Certificates and Licenses

Valid Driver's License & Evidence of Insurability

 

Clearances

Criminal Justice Fingerprint/Background Clearance

 

Continuing Education/Training

As needed or available