Technology Help Desk Technician

Location:  District / Technology Department 

Available:  Immediately

Qualifications:     

• High School diploma or equivalent required

• Customer friendly attitude, service oriented

• Good self-management and problem solving skills

• Working knowledge of computer operation and experience with Windows

• Mac OS and iOS

• Experience related to providing technical support for end users

• Excellent attendance record

• Ability to follow directions accurately

• Strong personal accountability skills

Such alternatives to the above qualifications as the Board may find appropriate and acceptable

RESPONSIBLE TO:

Director of Technology

JOB GOAL:

Provide support for laptops and tablets for students and staff at school level

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provide technical assistance and support for incoming queries and issues related to student issued computers and tablets

• Respond to queries either in person

• Ask questions to determine nature of problem

• Walk those seeking help through problem-solving process

• Follow up with students or staff to ensure issue has been resolved

• Run reports to determine issues that continue to occur

• Provide Level 1 support for students/staff; escalate to Level 2 (Network Administrators) if needed

• Monitor work order system, currently Solar Winds, for tickets entered by students in assigned school

• Maintain summary of work completed in the work order system

• Manage repair process for any equipment that must be returned to a vendor including assurance of proper documentation and communication with student

• Communicate with school personnel

• Maintain comprehensive inventory list of assigned resources

• Performs other duties as assigned