Helpdesk Technician

Job Description

Duration: 3 months

Position Title: Help Desk Technician

We are looking for 9 help desk team members to join our current team to assist over the summer and when teachers return to school. This person will join a team of 8 helpdesk technicians, comprised of FTEs and 1 long‑term TEK contractor. The team handles approximately 200 tickets per day with a resolution rate of 60%. All other tickets are escalated to the field techs who support the 90+ schools across the district.

The consultant will be responsible for initial troubleshooting of an issue and must be able to thoroughly document their work in the ticketing system (HEAT). They will see a wide variety of issues each day and should be familiar with basics such as connecting to an IP address, troubleshooting a laser printer, performing password resets, etc.

The consultants will participate in a 2‑week classroom style training class led by two team leads upon starting the project.

Manager will taper contractors by ticket volume. TEK will have weekly checkpoints with the manager to determine stack rankings.

• Initial troubleshooting of help desk tickets.
• Document work and ticket status in HEAT.
• Support end‑users with connectivity, printer, and password issues.
• Escalate tickets to field techs as needed.
• Participate in training and weekly manager checkpoints.

• Strong customer support skills; phone support an advantage.
• Some technical knowledge, e.g., IT degree or hands‑on IT experience.
• Ability to multi‑task in a fast‑paced environment.
• Professional written communication for ticket documentation and email support.
• Typing speed of at least 30 words per minute.
• Proficiency with Windows 10, Apple iOS, Mac OS X, and HEAT ticketing system.

Hours:

7/6 – 7/23 (Mon‑Fri 7:30‑16:00); 7/26 – Aug 6 (Mon‑Thu 7:00‑17:30, 10‑hour rotating day); thereafter Mon‑Fri 6:30‑17:00 (8‑hour rotating shift with 30‑min lunch). Summer dress code is semi‑relaxed.

Drug test is not required.

Phone interview.

Summer approach and new fiscal year with many projects on the horizon. Schools are cleaned and technology disconnected each summer; reconnection and new school year bring a large influx of calls and IT issues. COVID‑19 related shifts increase workload for 2021‑2022.