Help Desk Analyst

The Brooklyn Center Community School (BCCS) District is seeking an Helpdesk Analyst to join our team for the school year.

We are seeking a versatile Helpdesk Analyst to provide essential technical support across a wide range of devices and systems within the district. In addition to managing the Chromebook lifecycle—handling repairs, replacements, and troubleshooting—this role will support the broader technology needs of the district. Responsibilities will include providing first-line support for various devices (such as Mac Books, iPads, projectors, and audio systems), maintaining LAN/WLAN connections, assisting with software and application troubleshooting, and collaborating on district technology projects.

The Helpdesk Analyst will play a key role in ensuring all technology systems and devices are operational, supporting both instructional and operational technology needs for students and staff.

BCCS is looking for applicants driven to uphold our Mission:

To become a justice-center school community who fuels the unique genius of each student.

Written on a foundation of student voice, our district core values communicate the culture and character of Brooklyn Center Community Schools.

• We demonstrate passion, pride, and perseverance
• We acknowledge and disrupt oppressive systems
• Our diversity fuels learning
• We fiercely lead in justice-centered educated
• We stand front and center

$19.96- $24.21 (Depending on experience) + Benefits

8 hours/day (1/2 hour unpaid meal period)

260 Days (12-month contract, Full-time)

• First-Line Troubleshooting: Resolve basic Chromebook hardware and software issues, such as Wi-Fi problems, login issues, and general user-related tech issues.
• Boxing & Shipping Repairs: Manage the logistics of sending malfunctioning Chromebooks to repair services, ensuring proper boxing, labeling, and shipping.
• Unboxing & Distributing Repaired Chromebooks: Upon receipt of repaired devices, ensure they are logged into the district inventory system and redistributed to students or staff.
• Repair Ticket Management: Open, track, and monitor repair tickets, ensuring issues are documented and resolved quickly.
• Chromebook Replacement Coordination: Manage the replacement of broken devices, ensuring prompt distribution of new or repaired Chromebooks to users. Determine when equipment needs repair or is beyond repair.
• MacOS Support: Provide basic troubleshooting for Mac Books, ensuring resolution of any macOS-related issues.
• iOS Support: Assist with basic troubleshooting for iPads.
• Windows Support: Provide basic troubleshooting for Windows devices.
• Projector/Airplay Support: Handle tickets related to projectors and Airplay functionality, ensuring smooth AV experiences for teachers and students.
• General Help Desk Support: Answer help desk calls, create tickets for users, and elevate more complex issues to the appropriate tech staff.
• Timely Resolution: Ensure that all tech-related tickets, especially those related to Chromebooks, are tracked and resolved promptly.
• Communication: Maintain clear and consistent follow-up with users regarding ongoing support issues.
• Hands-on Support: Assist with device setup, software issues, hardware troubleshooting, and printing issues at both Brooklyn Center Schools (BCS) and occasionally Brooklyn Center Elementary (BCE).
• Password Resets & MFA Troubleshooting: Assist with user password resets and Multi-Factor Authentication (MFA) troubleshooting, especially for secondary students.
• Standardized Testing: Setup and Troubleshooting
• Inventory Management: Maintain accurate records of Chromebook and tech device inventory, ensuring devices are labeled and tracked for repairs and distribution.
• Training & Documentation: …