Help Desk Specialist

Position Description

Job Title: Help Desk Specialist - School District Support

Location: Canal Winchester
Department: Department of Technology
Reports To: Director of Technology

Job Summary:
The Help Desk Specialist will be responsible for providing remote and onsite technical support and assistance to staff, students, and teachers within the school district. This role focuses on troubleshooting and resolving technical issues related to Windows-based systems and Google Workspace infrastructure (Chromebook, Google Drive, Google Classroom, etc.). The ideal candidate should possess strong problem-solving skills, excellent communication abilities, and a passion for technology education and support in a school environment.

Key Responsibilities:

• Technical Support: Provide timely and efficient technical support to students, faculty, and staff for hardware, educational technology software, and network issues.
• Troubleshooting: Diagnose and resolve technical issues related to Windows-based devices (laptops, desktops, printers, etc.), software, Google Workspace (Docs, Drive, Classroom, etc.), apple and android devices, and peripheral equipment.
• Customer Service: Serve as the first point of contact for all technology-related support requests. Offer high-quality customer service, ensuring that users are informed, and their issues are addressed in a timely manner.
• Chromebook Repair: Repairs hardware and software problems related to student Chromebook devices.
• Technology Inventory Management: Assist in the management of the district’s technology inventory, including tracking hardware, software, and licenses.
• System Maintenance: Assist in maintaining, updating, and configuring Windows-based devices, ensuring compatibility with district systems and software.
• Account Management: Support user account creation, modification, and management in Google Workspace, including setting up accounts, configuring email settings, and providing basic training for users.
• Documentation: Maintain detailed records of service requests, troubleshooting steps, and resolutions in the district’s help desk software.
• Collaboration: Work closely with other IT staff to escalate complex issues and participate in larger district-wide technology projects.
• Training and Assistance: Provide end-user training on Google Workspace tools, Windows OS features, and general troubleshooting tips to enhance the technology experience within the district.
• Security & Compliance: Assist with ensuring that the district’s IT systems comply with relevant regulations, such as FERPA and CIPA, in the handling of student data.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience: Minimum of 1-2 years of experience providing technical support in a Windows environment. Experience working with Google Workspace (formerly G Suite) is strongly preferred.
• Technical Skills:
• • Proficiency with Windows operating systems and Windows network.
  • Familiarity with Google Workspace tools
  • Familiarity with repairing Chromebook devices.
  • Basic understanding of networking, hardware, and software troubleshooting.
  • Experience with Active Directory, user account management, and network printers.
  • Familiarity with MDM, Endpoint management tools, Microsoft 365.
• Communication Skills: Very strong written and verbal communication skills, with the ability to explain technical issues in simple, understandable terms.
• Problem-Solving: Ability to diagnose, troubleshoot, and resolve technical issues efficiently.
• Customer Service: Excellent interpersonal skills with a focus on customer satisfaction.
• Organizational Skills: Ability to handle multiple support requests simultaneously in a fast-paced environment.

Preferred Skills:

• Google Certified Educator or Administrator certification.
• CompTIA A or similar IT certification.
• Experience working for a Managed Service Provider.
• Experience providing remote technical support.
• Familiarity with cloud-based applications and education-focused technologies.

Physical Requirements:

• Ability to lift and carry up to 25 pounds of computer equipment or hardware.
• Ability to sit or stand for extended periods while providing support.

Work Environment:

• This position may require infrequent travel to various schools within the district for on-site support.
• Some evening or weekend work may be required during peak periods or for system upgrades.