Help Desk Technician - Technology Services

Primary Purpose:

The Technology Helpdesk position is the first point of contact for all District staff seeking technical assistance for technological issues related to District network, hardware, applications, and software. Responsible for phone support, technology problem evaluations, and prompt distribution of technology-related work orders.

Qualifications:

Education/Certification

• High School Diploma with 1-year computer related experience.

• A+ Certification preferred.

Special Knowledge/Skills

• K-12 or College Campus Technical Support Experience preferred.

• Strong interpersonal and communications skills.

• Skilled in the use of a computer as productivity tool and possess working knowledge of email, Internet web browsing, and the Microsoft Productivity Suite.

• Must be customer service oriented, while courteous and polite.

• Good verbal, telephone, and written etiquette.

• Able to follow instructions, work under supervision, and multi-task.

• Knowledge of Windows 10, Chrome OS, and Mac OS.

• Effective hardware and software troubleshooting and problem solving skills.

• Must be reliable and possess good organizational skills.

• Basic knowledge of network operating systems.

• Ability to operate general office equipment such as computers, copiers, fax, etc.

Major Accountability:

• Primary responsibility is user support and customer service.

• Respond to questions from callers, e-mailers, and walk-ins; remotely assist staff with technology problems in offices and classrooms, and assist in person if applicable.

• Assign and prioritize repair request to correct department and/or technician as needed.

• Learn fundamental operations of commonly used software, hardware, and other equipment.

• Follow standard Help Desk operating procedures; accurately log all Help Desk tickets.

• Attend all Desktop Services meetings.

• Become familiar with available help resources; stay updated on campus technology changes or problems.

• Become familiar with TISD policies, services, and staff.

• Direct calls to appropriate TISD staff as necessary.

• Maintain reasonable discipline and decorum at the Help Desk and computer lab areas.

• Other duties as assigned by the Desktop Services Manager or Director of Technology Services.

Working Conditions/Physical Requirements:

• Ability to lift, move, and inspect computers, printers, and other related equipment.

• Capable of sitting for prolonged periods at a computer screen; as well as repetitive hand motions; moderate lifting up to 40 pounds.

Wage/Hour Status:  Non-Exempt

Pay Grade:  Administrative Support 5

Reports to:  Director of Technology

Days:  226