ROANOKE CITY PUBLIC SCHOOLS JOB DESCRIPTION

JOB TITLE: Help Desk Analyst

GENERAL STATEMENT OF JOB

The Help Desk Analyst will provide direct technical assistance and support to Roanoke City Public Schools (RCPS) staff for network, hardware, and software issues. Coordination with Help Desk Analysts, Network Engineers and Senior Network Engineers is essential. Duties

include installing and maintaining computer systems including software and hardware on

desktops and laptops, support for interactive panels, providing network printer support, meeting with staff to provide one-on-one technical assistance as needed/requested and providing training to staff on software and hardware use. This position requires strong technical and analytical skills and a focus on delivering excellent service and taking ownership of Help Desk tickets until the issue is resolved. This is a level-1 position that reports to the Technology Support Coordinator.

SPECIFIC DUTIES AND RESPONSIBILITIES

ESSENTIAL JOB FUNCTIONS

• Monitors, completes, and escalates (as necessary) Help Desk requests, answers inquiries and solves system problems.
• Configures, installs, and supports laptops, desktops, printers, audiovisual equipment, interactive panels and other hardware and software as required.
• Escalates Help Desk tickets to Network Engineers as necessary and stays on task to perform necessary duties to support the resolution of tickets.
• Consults with technology staff and vendors and escalates issues appropriately for assistance in the evaluation and recommendation of solutions to solve operational, performance and business problems related to systems.
• Recommends changes in policies and procedures to take advantage of network software and hardware capabilities. Assists in the analysis, design and delivery of new technology-based solutions.
• Provides 24X7 support as requested by management.
• Assists staff with understanding the use and application of more complex system functions.
• Acts as main point of contact for the District’s information systems.
• Stays on task to perform necessary duties to support resolution of tickets in a reasonable period.
• Assists with maintaining an accurate inventory of hardware devices and documentation.
• Ensures systems are effectively prepared for Standards of Learning (SOL) Testing.
• Maintains technology areas and ensures working spaces are orderly and secure.
• Supports the management team with management of assigned projects.
• Maintains open communication and positive working relationships with staff.
• Records activities, solutions, and other responses to request for service.
• Performs other duties as assigned.

MINIMUM TRAINING AND EXPERIENCE

A High School degree is required. An associate degree or technical school is preferred with supplemented coursework in information systems. Possession of a valid driver’s license.

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORMESSENTIAL JOB FUNCTIONS

Physical Requirements: Must be physically able to operate a variety of equipment including computers, copiers, adding machines, etc. Must be physically able to operate a motor vehicle. Must be able to exert up to 10 pounds of force occasionally, and/or a negligible amount of force constantly to lift, carry, push, and pull or otherwise move objects, including the human body. Light work usually requires walking or standing to a significant degree.

Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural, or composite characteristics (whether similar or divergent from obvious standards) of data, people or things.

Interpersonal Communication: Requires the ability to speak and/or signal people to convey or exchange information. Includes giving instructions, assignments, or directions to subordinates or assistants.

Language Ability: Requires the ability to read a variety of correspondence, reports, forms, newsletters, schedules, manuals, invoices, requisitions, menus, recipes, journals, etc. Requires the ability to prepare correspondence, reports, forms, evaluations, procedures, charts, surveys, articles, bid specifications, brochures, news releases, handbooks, budgets, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak before groups of people with poise, voice control and confidence.

Intelligence: Requires the ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions; to interpret an extensive variety of technical instructions in mathematical or diagrammatic form; and to deal with several abstract and concrete variables.

Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of technical or professional languages including medical, legal, accounting and marketing terminology.

Numerical Aptitude: Requires the ability to utilize mathematical formulas; to add and subtract; multiply and divide; utilize decimals and percentages; and to apply the principles of algebra and geometry.

Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width, and shape.

Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using office equipment.

Manual Dexterity: Requires the ability to handle a variety of items such as office equipment and hand tools. Must have minimal levels of eye/hand/foot coordination.

Color Discrimination: Requires the ability to differentiate between colors and shades of color.

Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with emergency situations.

Physical Communication: Requires the ability to talk and hear: (Talking: expressing or exchanging ideas by means of spoken words. Hearing: perceiving nature of sounds by ear.) Must be able to communicate via telephone.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of Office365/Microsoft 365 and the Internet.
• Provides excellent customer service to District students and employees.
• Demonstrates strong knowledge of the principles and practices of system related tasks and information.
• Demonstrates the ability to effectively communicate technical information in a non-technical manner, both orally and in writing
• Self-starter with strong work ethic.
• Ability to effectively coordinate tasks and priorities.
• Strong initiative, high energy level and good verbal and written communication skills.
• Ability to work well in a team environment.
• Ability to work under minimal supervision.
• Commitment to the mission of RCPS and the goals of the Technology team.

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.