IT Help Desk Technician (4679)

The job of IT Help Desk Technician is done for the purpose/s of providing user support to resolve software and hardware problems encountered by district employees and escalating those problems that cannot be resolved by initial telephone troubleshooting. This job reports to Director of Technology.

Essential functions of the job include: 

• Assists users with computer hardware and/or software applications (e.g. PC, website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution and/or referring as appropriate for resolution.
• Coordinates task updates (e.g. records requests for service, etc.) for the purpose of ensuring that department objectives are achieved.
• Diagnoses hardware and or software malfunctions for the purpose of ensuring the availability of hardware and/or software applications as needed.
• Instructs school site staff, via telephone and in person, on functions and operating requirements, District standard software applications and equipment for the purpose of providing ongoing support and maximizing the capabilities of assigned staff.
• Maintains records (e.g. email users identification, security access, licenses, contracts, hardware specifications, vendor lists, help desk log, work order system, etc.) for the purpose of providing audit trails, control mechanisms and documenting department.
• Prepares documentation (e.g. inventory management, instructions, notices, reminders, memos, etc.) for the purpose of providing written support and/or conveying information.
• Processes inventory of hardware and software for the purpose of ensuring that the district’s assets are accounted for and in compliance with district policies.
• Provides specialized technology support for the purpose of ensuring that district staff can effectively utilize a wide variety of office applications and/or databases.
• Researches hardware and software applications for the purpose of recommending standardized equipment and applicaitons in accordance with the district’s technology goals.
• Troubleshoots hardware and/or software problems for the purpose of providing immediate assistance to users for problem resolution.
• Assists other personnel, as may be required, for the purpose of supporting them in the completion of their work activities.

Job Requirements: Minimum Qualifications - Skills, Knowledge and Abilities

SKILLS are required to perform single, technical tasks with a need to occasionally upgrade skills in order to meet changing job conditions. Specific skill based competencies required to satisfactorily perform the functions of the job include: 

KNOWLEDGE is required to perform basic math, including calculations using fractions, percents, and/or ratios; read a variety of manuals, write documents following prescribed formats, and/or present information to others; and analyze situations to define issues and draw conclusions. Specific knowledge based competencies required to satisfactorily perform the functions of the job include: microcomputers, software and peripherals.

ABILITY is required to schedule activities and/or meetings; gather and/or collate data; and use job-related equipment. Flexibility is required to work with others in a wide variety of circumstances; work with data utilizing defined and similar processes; and operate equipment using a variety of standardized methods. Ability is also required to work with a diversity of individuals and/or groups; work with a variety of data; and utilize a variety of types of job-related equipment. Problem solving is required to identify issues and create action plans. Problem solving with data requires independent interpretation of guidelines; and problem solving with equipment is moderate to significant. Specific ability based competencies required to satisfactorily perform the functions of the job include: gathering information to diagnose problems; providing clear instructions; adapting to changing work priorities; communicating with diverse groups; setting priorities; working as part of a team; and ability to read, write, and communicate clearly in English.

Responsibilities include: working under limited supervision following standardized practices and/or methods; providing information and/or advising others; operating within a defined budget. Utilization of some resources from other work units may be required to perform the job's functions. There is a continual opportunity to have some impact on the organization’s services.

Work Environment: The usual and customary methods of performing the job's functions require the following physical demands: occasional lifting, carrying, pushing, and/or pulling, frequent stooping, kneeling, crouching, and/or crawling and significant fine finger dexterity. Generally the job requires 70% sitting, 15% walking, and 15% standing. This job is performed in a generally clean and healthy environment.

Experience:  Job related experience is required.

Education:  High school diploma or equivalent.

Requirements:  Pre-employment proficiency testing, Valid Driver's License & Evidence of Insurability and Criminal Justice Fingerprint/Background clearance. 

Salary : $18