What are the responsibilities and job description for the Help Desk Technician position at ESC Region 11?
Job Title: Help Desk Technician
Exemption Status/Test: Nonexempt
Reports to: Chief Technology Officer
Date Revised: 12/3/24
Dept./School: Technology
Primary Purpose:
Provide a single point of contact for all district staff to resolve problems relating to computer- and communications-related services. Responsible for phone support, technology issue evaluation, and distribution of technology-related work orders.
Qualifications:
Education/Certification:
High school diploma or GED
Special Knowledge/Skills:
Broad knowledge of computer hardware and software applications
Knowledge of various operating systems (UNIX, DOS, Windows, Macintosh)
Knowledge of software used to develop spreadsheets, databases, and do word processing
Ability to detect and resolve technical or technology-related problems
Excellent organizational, communication, and interpersonal skills
Experience:
_1_ year of work experience in technical support position
Major Responsibilities and Duties:
Telephone Support
- Receive phone calls and work cooperatively to assist end-users to resolve problems and use software and hardware. Communicate with software and hardware vendors to resolve end-user problems.
- Communicate with programmer/analyst to detect and resolve end-user problems with internally developed applications and database management.
Technical Support
- Process technology-related work orders and assign priority to work orders. Evaluate and recommend technology-related repairs and costs. Arrange for contract repairs for work that cannot be performed by district staff.
- Analyze and identify trends in issue reporting and devise preventative solutions.
Records and Reports
- Maintain phone log records and use data to identify areas for improvement including training and maintenance support.
- Track all software materials and licenses, performing routine inventories and filing.
- Compile, maintain, and file reports, records, and other documents as required.
Other
- Comply with policies established by federal and state law, State Board of Education rule, and local board policy.
- Follow district safety protocols and emergency procedures.
- Other duties as assigned
Supervisory Responsibilities:
None
Mental Demands/Physical Demands/Environmental Factors:
Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals
Posture: Prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting
Motion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching
Lifting: Moderate lifting and carrying (up to 44 pounds)
Environment: Occasional prolonged and irregular hours; occasional districtwide travel
Mental Demands: Work with frequent interruptions; maintain emotional control under stress
This document describes the general purpose and responsibilities assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.
