Technology Customer Help Desk Tech II @ Information Technology

Technology Customer Help Desk Tech II

Mt. Diablo Unified School District Information Technology – Concord, California

Start Date: July 1, 2026

Title: Technology Customer Help Desk Technician II

Work Length: 8 Hours Per Day

Days Worked: 260

Definition: Under general supervision provides high level technical centralized service and support to computer users; provides high level technical support to computer users accessing the district’s centralized computer system, stand‑alone and networked; analyzes, troubleshoots, and provides solutions to routine problems; instructs users in the use of computers, software and peripherals; schedules and dispatches Technology and Information Services technicians and senior level technicians to repair work, and performs related work as required.

Examples of duties:

• Receives and logs software and hardware trouble calls from school site and central office users; provides identification, analysis, and solutions to routine problems; documents details of more complex problems for analysis and resolution by others.
• Works with staff/repair technicians to solve higher level problems and supports productivity tools and electronic devices including, but not limited to, mobile devices, tablets, desktop and laptop computers.
• Maintains working knowledge of system software/features and application software, gateway software, LAN software, operating system; maintains working knowledge of hardware and network devices, scanners, printers.
• Assists in identification/development of changes and enhancements, coordinates, schedules, and dispatches service calls, monitors alerts, supports email system, creates system accounts, maintains repair logs, provides status updates to users.
• Coordinates with outside vendors, prepares reports, maintains equipment inventory, assists in developing user manuals, recommends/supports hardware/software purchasing; performs related duties as assigned.

Any combination equivalent to high school graduation and college level coursework in computer science or information systems. Minimum of three years paid experience with Apple devices, PC devices, and hardware maintenance support vendors; experience supporting Microsoft Office, network packages, Apple packages, server support, Windows/Apple operating systems, and equivalents. Experience with student information systems, human resources or financial systems.

• Office productivity tools and electronic devices including mobile devices, tablets, desktop and laptop computers
• Principles/practices of using information systems and related equipment
• MDUSD web‑based applications and online services
• Electronic devices and networking operating systems, word processing, spreadsheets, presentation software, office automation, databases, desktop publishing
• Internet browsers and Internet access
• Appropriate English usage, spelling and grammar
• Diverse academic, socioeconomic, cultural and ethnic backgrounds of students and staff

• Supporting, coordinating, and responding to higher level complex trouble calls
• Communicating clearly and effectively orally and in writing
• Reading technical manuals & developing training materials and documentation
• Conducting staff trainings
• Working with data and producing reports

• Describe technical problems to technical staff or external support agencies
• Diagnose complex problems involving multiple hardware and software issues
• Operate devices with proficiency using word processing, spreadsheets, desktop publishing, databases
• Diagnose problems via telephone/internet/email
• Describe solutions to non‑technical and technical users over phone/email
• Advance troubleshooting network problems and provide solutions
• Maintain effective working relationships with staff, users, administrators, vendors
• Work under pressure

• A valid California driver’s license is required.
• Must successfully pass the District’s pre‑employment fingerprinting and TB testing.
• Ability to meet requirements as set forth in applicable state and federal laws and District Annual Notices (Mandated Reporting, Blood Borne Pathogen).

Sit for extended periods; dexterity of hands/fingers; reach overhead; bend at waist; hear and speak; sufficient vision; lift light objects up to 25 lbs.

• Citizenship, residency, or work visa required.
• Salary: $31.32 to $38.07 per hour.

• Human Resources – Concord, California 94519
• Phone: 925‑682‑8000 ext. 4153
• Email: personnelfrontdesk