What are the responsibilities and job description for the Help Desk Professional position at Baldwin County Public Schools?
Job Title – Help Desk Professional
Supervised by/Reports To: Technology Support Manager, Director of Educational Technology
FLSA Status: Exempt
Job Goals:
- To provide direct support to Baldwin County Board of Education administrators, teaches, staff, and students as they use information technologies to advance the school system’s mission.
- To provide Level I support tier services via telephone, email, remote access, and other modes of communication and support that enhances school system programs and operations.
Qualifications:
- High school diploma or equivalent. Bachelor’s degree in Information Technology, Computer Science or related field preferred.
- Successful work experience in technology support services and/or help desk; work experience in K-12 public education preferred.
- Successful work experience in project management preferred.
- Possess and maintain a valid driver’s license.
- Ability to meet the suitability criteria for employment and/or certification/licensure under the Alabama Child Protection Act of 1999 and Act No. 2002-457.
- Excellent written and oral communication skills with the ability to relate complex technical concepts.
- Effective interpersonal skills with an emphasis on communication and collaboration with a wide variety of people and groups.
- Ability to work independently, prioritize tasks, and perform assignments as directed with accuracy, attention to detail, and within established time frames.
- Proficient problem-solving skills; must be capable of utilizing both business and technical perspectives to develop workable solutions.
- Demonstrated knowledge of various applications, both general and district specific, including but not limited to email and calendaring, general computing in managed and unmanaged desktop environments, financial, human resources, and academic software, as well as student information system and other district-wide applications.
- Working knowledge of help desk software, databases, remote access applications, standard office automation products and account management tools.
- Ability to gather information, diagnose customer needs, conduct research to identify solutions, and confirm resolution of identified technical problems for the end user.
- Ability to learn and support new and rapidly changing technology.
- Ability to lift up to 50 pounds; agility and dexterity needed to stoop, bend, lift/move equipment (computers and/or peripherals, etc.) when necessary and to perform technical equipment inspections and/or repairs, including the inspection of cabling in floors and ceilings.
- Ability and willingness to work after hours, weekends, or holidays when necessary.
- Ability to be punctual and in regular attendance.
- Such alternatives to the above qualifications as the Board may require.
Performance Responsibilities and Essential Functions:
- Demonstrates support for the school system and its vision, goals and priorities.
- Advocates, supports, promotes, and communicates all aspects of the Baldwin County School System technology programs, services and initiatives.
- Works within the school system community to promote excellent customer service, effective response times and provide expert insights into general support issues.
- Enforces quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
- Provides software support and training to end users on system and local school programs and applications.
- Provides users with efficient, effective, courteous and timely technical support.
- Answers and fulfills support requests via telephone, email, and other support systems (helpdesk/work orders).
- Develops training materials, tutorials and FAQ’s on multiple applications and provides ongoing support for software applications as needed.
- Performs troubleshooting on reported issues with various applications.
- Assists with the planning and implementation of various software products and process improvement projects based on recent assessment of functionality and need.
- Creates and manages accounts using available account management tool(s).
- Escalates unresolved queries to the next level of support.
- Performs duties in a courteous and professional manner.
- Maintains appropriate confidentiality regarding staff and student data, as well as school/workplace matters.
- Models and maintains high ethical standards.
- Demonstrates initiative in identifying potential problems and/or opportunities for improvement in areas of responsibility.
- Reports potential problems, unusual events, or work irregularities to appropriate administrative or supervisory personnel.
- Participates successfully in training programs, professional development, or other learning to increase skill and proficiency related to job performance and leadership.
- Serves on school/system committees as required or appropriate demonstrating effective interpersonal skills to work as an effective team member.
- Responds to inquiries, requests, constructive feedback, concerns and/or complaints in a timely and positive manner.
- Maintains and submits reports, records, and correspondence in a timely and accurate manner.
- Maintains tools, equipment, and parts in good repair; efficiently uses time and system resources.
- Adheres to school system rules, administrative procedures, local Board policies, and state, federal, and local regulations.
- Reports absences and takes leave in accordance with Board policies and procedures.
- Performs other job-related duties as assigned by supervisor(s).
Terms of Employment: Twelve-month position in accordance with the Board’s salary schedule
Evaluation: Performance of this job will be evaluated in accordance with provisions of the State Department of Education and/or Baldwin County Board of Education policy on evaluation of classified personnel.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities as needed.
