Lead Help Desk Specialist

Job Description
Glendale Elementary School District

Lead Help Desk Specialist

Purpose Statement
The job of Lead Help Desk Specialist is done for the purpose/s of monitoring, analyzing, tracking, auditing,
and reporting on the workflow of the help desk, dispatching technicians, and resolving issues regarding
computers, applications, and other relevant technology.

Essential Functions

Assesses average call times, after call time resolution rates, and resolution activities of all help desk
members for the purpose of ensuring availability of help desk services and increase efficiencies of
support calls.

Assesses telephone, written, and verbal requests for assistance in proactive/reactive support of hardware
and software (e.g. including but not limited to W indows 7 and 8, IOS, a variety of educational and
productivity software, Microsoft Office, web-based applications, basic networking, security, antivirus,
desktop and virtual computers, thin/zero clients, cloud computing, laptops, tablets, printers, digital
cameras/camcorders, network shares, projectors and Smart Boards, etc.) for the purpose of making
recommendations for improving support and procedural work flows.

Assigns work to team members and coordinates help desk requests for computer hardware and
software support (e.g. dispatching technicians, new computer purchase/setup, equipment and software
malfunctions, etc.) for the purpose of ensuring timely response to the needs of district employees.

Composes documents and reports in a variety of written and electronic formats (e.g. standardized
correspondence, bulletins, service logs, statistics, etc.) for the purpose of documenting repairs and other
work activities, providing and/or requesting information, and preparing accountability and activity reports.

Composes documents and reports in a variety of written and electronic formats (e.g. standardized
correspondence, bulletins, service logs, statistics, etc.) for the purpose of documenting events, providing
and/or requesting information, mining the audit trail, and preparing accountability and activity reports.

Creates and maintains user accounts, e-mail accounts, web/file/printer permissions, and security groups
in Active Directory for the purpose of maintaining technology security.

Performs help desk functions; meets call times, after call times, resolution rates, and resolution accuracy
rates that meet District expectations for the purpose of ensuring availability of help desk services.

Provides coaching and recommendations to team members for the purpose of instructing help desk
personnel and site staff regarding the appropriate use of computer hardware and/or software, providing
ongoing support, and maximizing the capabilities of staff.

Reviews, creates, edits, and approves documentation for the purpose of creating and managing support
and training documentation.

Other Functions

Assists other personnel for the purpose of supporting them in the completion of their work activities by
providing support over the phone.

Attends meetings as needed and/or assigned for the purpose of receiving and /or distributing
information, training, instructing others, complying with applicable regulations and/or meeting district
goals.

Job Requirements: Minimum Qualifications

Lead Help Desk Specialist

Skills, Knowledge and Abilities
SKILLS are required to perform multiple, technical tasks with a need to periodically upgrade skills in order to meet
changing job conditions. Specific skill-based competencies required to satisfactorily perform the functions of the job
include: preparing and maintaining accurate records; maintaining, troubleshooting technology equipment including
pertinent software applications and Windows operating systems; utilizing professional communications etiquette and
documentation.

KNOW LEDGE is required to perform basic math, including calculations using fractions, percents, and/or ratios; read
technical information, compose a variety of documents, and/or facilitate group discussions; and solve practical
problems. Specific knowledge-based competencies required to satisfactorily perform the functions of the job include:
Windows based computer hardware, virtual desktops, basic networking, software and hardware configurations,
hardware/software troubleshooting; current generation software applications.

ABILITY is required to schedule a significant number of activities, meetings, and/or events; routinely gather, collate,
and/or classify data; and consider a number of factors when using equipment. Flexibility is required to independently
work with others in a wide variety of circumstances; work with data utilizing defined but different processes; and
operate equipment using a variety of standardized methods. Ability is also required to work with a wide diversity of
individuals; work with a variety of data; and utilize a variety of job-related equipment. Problem solving is required to
identify issues and create action plans. Problem solving with data may require independent interpretation; and problem
solving with equipment is moderate. Specific ability-based competencies required to satisfactorily perform the functions
of the job include: scheduling activities, meetings, and/or events; gathering, collating, and/or classifying
data; prioritizing workload; triaging reported issues; considering a number of technical and non-technical factors when
using equipment and working with customers; must be able to lift up to 15lbs. above the head and 40lbs. to waist
height (with or without reasonable accommodations).

Responsibility
Responsibilities include: working under limited supervision following standardized practices and/or methods; leading,
guiding, and/or coordinating others; operating within a defined budget. Utilization of some resources from other work
units is often 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, some stooping, kneeling, crouching, and/or crawling and
significant fine finger dexterity. Generally the job requires 75% sitting, 5% walking, and 20% standing. This job is
performed in a generally clean and healthy environment.

Experience: Job related experience with increasing levels of responsibility is desired.

Education: High school diploma or equivalent.

Equivalency: .

Required Testing: Certificates and Licenses
Valid Driver’s License

Continuing Educ. / Training: Clearances

IVP Fingerprint Clearance Card Required,
Measles/Rubella Immunity/Vaccination,
Valid form I-9

FLSA Status Approval Date Salary Grade
Non-Exempt 32

Lead Help Desk Specialist