What are the responsibilities and job description for the Help Desk Technician position at Grapevine-Colleyville ISD?
Job Title: Help Desk Technician Wage/Hour Status: Non-Exempt
Reports to: Director of Technical Support Pay Grade: Technology 2 (226)
Dept./School: Technology Services Date Revised: 08/2018
Primary Purpose:
The help desk technician will provide tier one support for district computing systems and peripherals via work orders and phone calls into the district technology help desk. Providing first level contact and convey resolutions to customer issues. Properly escalating unresolved queries to the next level of support.
Tracking, routing and redirecting problems to correct resources
Qualifications:
Education/Experience:
High School diploma or equivalency
Required Knowledge/Skills:
Knowledge of installation, troubleshooting, and repair of computer-related equipment and peripherals
Knowledge of mobile computing devices such as iPads
Experience with a variety of computer operating systems and hardware configurations
Experience working with computer networks
Customer service orientation
Effective interpersonal, organizational, and communication skills
Initiative and problem-solving skills
Strong client-facing and communication skills
Major Responsibilities and Duties:
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Walk end users through the problem-solving process
- Provide remote support to various levels of users
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommend procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products, and services
- Install licensed software
- manage helpdesk programing and rights
- Keep current with technology advancements
- Answers district helpdesk line
- Review, resolve or escalate request in the districts help desk system
- Maintain confidentiality
- Participate in meetings and training as designed by District staff
- All other duties as assigned
Equipment Used:
Personal computers, laptops, mobile computing devices, telecommunications equipment, networking equipment, wireless access devices, audio/video equipment and other peripheral devices.
Mental Demands/Physical Demands/Environmental Factors:
Must be able to sit or stand for extended periods of time; have the dexterity of hands and fingers for keyboarding and other job functions; able to bend at the waist, kneel or crouch; able to lift, carry, push and/or pull items of up to 50lbs.
