Help Desk Support Specialist - Instructional Support Facility

Job Title

Provide primary information technology support for day-to-day technical service and assistance to users on district supported computer hardware and software.

Handle help desk responsibilities including answering help calls, email messages and tickets, analyzing problems, user management, and maintaining system security. Provide technical recommendations and/or service and repair of computers, peripherals, and multimedia equipment.

This position is technical in nature and is not a "call center" position. Employees will perform hands-on troubleshooting, repair, and training as well as provide first call resolution for technical problems.

• Provide information technology support assistance and/or resolve requests from users with problems, service requests, changes, or installations related to computer hardware, software, and technology peripherals. [Daily, 50%]

• Support District computers, terminals, printers, peripherals, multimedia, and telecommunications equipment. [Daily, 15%]

• Analyze or research requests as necessary and advise user of solutions. [Daily, 10%]

• Assist in developing end user documentation and processes for hardware/software support. Maintain records related to repairs. [Daily, 10%]

• Assist in maintaining assets, shop facility, and tools. [Daily, 5%]

• Assist in identifying widespread/chronic problems with hardware and software programs, secure solutions from Tier 2-3 support, and provide appropriate escalation. [Monthly, 5%]

• Perform other related duties as assigned or requested. [Daily, 5%]

MINIMUM QUALIFICATIONS:

• Associate's degree in Computer Science/Computer Engineering or equivalent combination of education, certifications, and experience.

• Advanced knowledge of typical office equipment such as telephones, copiers, fax machines, email, etc.

• Advanced knowledge of Microsoft Office.

• Intermediate English language skills.

• Advanced oral and written communication skills.

• Advanced interpersonal relations and teamwork skills.

• Advanced problem-solving skills.

• Ability to respond effectively to requests on short notice and to manage multiple priorities.

• Ability to work independently and collaboratively with others.

• Ability to work effectively and cooperatively with people from diverse ethnic and educational backgrounds.

• Ability to learn quickly, prepare detailed notes and reports, and walk users through steps to resolved hardware and software issues.

• Technical proficiency with User Directory Services, Office 365, Outlook, Student Information Systems, Business Information Systems, and Telephony systems.

• Technical proficiency with microcomputers and hardware repair.

• Enthusiasm and a dedication to delivering quality customer service standards.

REQUIRED EXPERIENCE, CERTIFICATES, LICENSES, AND REGISTRATIONS:

All certifications, licenses, and registrations must be valid and unexpired.

• Criminal background check and fingerprinting required for hire.

• Information technology experience.

• Technical support experience with installing, maintaining, and using standard systems and software applications and with troubleshooting issues with networking applications and desktop computing to include laptops, desktops, tablets, telephony, projectors, mobile devices, and other technology assets.

• Experience in administration, maintenance, and support of the current versions of MS Windows and Mac OSX operating systems.

• Experience with imaging processes and/or software tools.

PREFERRED QUALIFICATIONS:

• Bachelor's degree in Computer Science/Computer Engineering or equivalent combination of education, certifications, and experience.

• Experience with Power School, Enrich, Lawson, and Rapid Identity.

• A+ Certification.

• HDI Certifications.

PHYSICAL AND MENTAL DEMANDS/WORK ENVIRONMENT:

• Moderate physical effort (lifting up to 25 pounds).

• Confined sitting (limited freedom to move about).

• Occasional bending, reaching, and climbing.

• Occasional standing and walking.

• Occasional lifting, pulling, and pushing.

• Eye/hand coordination (e.g. typing, ten key).

• Visual concentration on equipment.

• May work in awkward positions.

• Normal office environment.

Last Updated: 2020/2021