Help Desk Technician

Help Desk Technician – Promotional Only

Under the direction of the Director-Information Technology, assist personnel and students on software applications, operations and malfunctions; provide account management and create, disable, reset and edit accounts as needed; provide customer support for technical issues including troubleshooting, diagnosis, software application installation and malfunctions; follow-up on reported problems; perform general administrative duties; monitor and report incidents as required.

• Respond to inquiries from sites through phone calls, emails and drop-ins to determine the type of request, diagnose issues, resolve problems, provide information and refer to appropriate IT personnel; troubleshoot and assist in diagnosing technical issues with software applications, computer malfunctions and program installations and related concerns.
• Assist with deploying a variety of application software products and programs including user data, controlling passwords and scheduling backups; ensure availability and functionality of District supported software.
• Manage email accounts for personnel and students in Active Directory, Google Administrator Console and Office 365 email; perform general clerical functions including answering telephones, scheduling, and duplicating materials; support department operations; prepare written materials including instructions, notices, reminders and memos; document department operational activities as required; provide written material reference and convey information as required.
• Process vendor requisitions including travel requests and reimbursements; maintain current list of technology equipment ordered District-wide and deployment dates; provide and submit information for review and approval.
• Install software and hardware; configure and re-image personal computers and Chromebooks, iPads and laptops; monitor student Chromebook activities through assigned software; report safety alerts to District and school site administrators as needed.
• Assist with updates of various reference manuals and documentation as needed; ensure documentation is accurate and up-to-date; maintain and modify files and records including help desk logs and work order systems; provide up-to-date reference and audit trail.
• Participate in meetings, workshops and trainings; research applications, vendors, consultants and emerging technology; recommend products that meet District requirements for capabilities and costs; provide technical information and guidance to District personnel on technical issues.
• Support assigned projects and programs; ensure proper security and functionality of District supported software.
• Communicate with personnel and outside agencies to exchange information, coordinate activities and resolve issues or concerns.
• Operate a variety of office equipment including a copier, fax machine, computer and assigned software.

• Perform related duties as assigned.

• Education:
  
  Any combination equivalent to graduation from high school; college‑level courses in computer technology or computer network preferred.
• Experience:
  
  Three years of experience in troubleshooting computer technical issues;
  Public Education School District experience preferred.
• Licenses and Other Requirements:
  Google Certificated Educator Level 1 required;
  Level 2 preferred.

• Computer hardware systems and software applications utilized.
• Assigned desktop operating systems.
• Internet protocols including clear understanding of switches and routers.
• General office practices and procedures.
• Oral and written communication skills.
• Interpersonal skills using tact, patience and courtesy.
• Record‑keeping and report preparation techniques.
• Technical aspects of field of specialty.
• Mathematical calculations.

• Provide technical support for assigned hardware, laptops, desktops, devices, computer projectors and related software.
• Troubleshoot and diagnose computer problems and malfunctions.
• Work independently and exercise initiative and good judgment.
• Analyze data and draw logical conclusions.
• Plan, organize, track and coordinate work to meet schedules and timelines.
• Multi‑task and perform assigned duties in a fast‑paced unstructured environment with frequent changes.
• Establish and maintain cooperative and effective working relationships with others.
• Understand and follow oral and written instructions.
• Maintain records and prepare reports.
• Operate standard office equipment including a computer and assigned software.
• Add, subtract, multiply and divide with speed and accuracy.