COMPUTER SUPPORT HELPDESK SPECIALIST III

CLASS TITLE: COMPUTER SUPPORT HELPDESK SPECIALIST III BASIC FUNCTION: Under the direction of the Director of Technology or designee, serve as a technical resource to district personnel and students. Demonstrate knowledge of technology through both education and experience. Log all service requests received via phone, voicemail, email, in-person walk-in, and through an employee self-service portal into the department ticketing and support tracking system software. Provide staff with assistance troubleshooting and resolution of hardware and software problems over the phone and via remote assistance software or in person. Assist personnel with routine, uncommon and advanced technology related tasks. Gather relevant information and assign tickets to other departmental groups for cases requiring on-site support, advanced troubleshooting, testing or repair. Install, update, and deploy software packages to computers or on devices dropped off via walk-in. DISTINGUISHING CHARACTERISTICS: The Computer Support Helpdesk Specialist III job classification is responsible for providing first, second and third-level technical support for personal computing devices, related technology, hardware and software. Individuals in this position provide technical support and remote troubleshooting or in person to District faculty and staff. The Computer Support Helpdesk Specialist III provides assistance with issues involving but not limited to, desktop computers, personal computing devices, telecom, software and applications, access and permissions. Computer Support Helpdesk Specialists field requests for support are made by staff via phone, email, walk-in / drop-off, or via a customer self-service portal. Administration responsibilities for district Information Technology Service Management, ticket and call tracking will be assigned to staff in this position. ESSENTIAL FUNCTIONS: Provide technical assistance and training to staff and students. Act as resource to aid Resume Any pertinent Certificates

Salary : $53,000 - $67,200