Description

The Help Desk Support position is full time, non-exempt. Employees in this position follow the Year Round Work 

Calendar, as determined annually. 

This job description may not be inclusive of all assigned duties, responsibilities or aspects of the job described and 

may be amended at any time at the discretion of HOPE’s management. 

SUMMARY:

Under general direction from the Technology Manager, this position provides the first point of contact for students 

and staff seeking technical assistance for school technology issues. This position serves as a member of the HOPE 

Online Technology team by providing technical support over the phone, text, email, and in person ensuring the 

smooth operation of HOPE Online.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Priority Area: Help Desk Services 70%

Duties and Responsibilities

? Provide technical support by researching, answering questions and troubleshooting. Be present and 

available to users requiring technical assistance.

? Respond to questions from callers and walk-ins; remotely assist students and staff with technology 

problems in offices and in learning sites.

? Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using ticket 

tracking software.

? Assign and track tickets to resolution.

Priority Area: Technology Support / Department Operations 20%

Duties and Responsibilities

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

? Become familiar with available help resources; stay updated on school technology changes and 

problems.

? Assist with the onboarding and off-boarding of employees.

? Update and create documentation when needed.

? Assist with user management in various systems; Google Workspace, Apple School Manger, Mobile 

Device Management tools and Active Directory.

? Assist with maintaining accurate inventory tracking.

? Coordination with 3rd party vendors as needed.

Priority Area: Lead by exemplifying professionalism and commitment to community 10%

Duties and Responsibilities

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? Adjusts practice and prioritization of other tasks based on the needs of the Learning Center and HOPE.

? Sets personal goals related to student learning outcomes and seeks opportunities to improve personal 

professional practice through professional development and reflection.

? Other duties as assigned.

Requirements

EDUCATION, LICENSURE AND RELATED WORK EXPERIENCE:

Required

? Associates degree in computer science, information technology, or other relevant field. 2 years of 

equivalent experience in lieu of education is acceptable. 

? Experience in a help desk or customer support environment

? Excellent technology skills – specifically Google and Microsoft suite, as well as strong knowledge of PC 

hardware

? Knowledge of common operating systems and software applications

? PC proficiency and basic understanding of computer networking

Preferred

? Bachelor’s degree in a computer science or information technology-related field

? Advanced or additional IT licensure

? 5 years of relevant experience

SKILLS, KNOWLEDGE, AND ABILITIES: (yellow are suggestions, items in red to appear in all job Ds)

Required

? Commitment to social justice and equitable education for all and support of community based learning

? Cultural proficiency and interpersonal/relationship building skills

? Fluency and literacy in English, excellent oral and written communication

? Ability to work independently and as part of a team

? Able to spend considerable time at desk and on the phone

? Ability to provide technical support with a professional demeanor

? Problem solving skills

? Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to 

multitask effectively during busy times, exercise patience and professionalism

? Ability to work responsibly with or without direct supervision

? Adequate familiarity with hardware and software found in learning sites and an office environment

? Friendly presence and helpful attitude; good interpersonal skills and ability to work well with

? others

? Ability to fulfil the travel requirements noted below

Preferred

? Oral and written fluency in Spanish

? Previous experience in a school computer role

REPORTING RELATIONSHIP:

The Help Desk Support position reports to and is evaluated by the Technology Manager, and does not supervise 

any HOPE or Learning Center employees.

PHYSICAL AND MENTAL FUNCTIONING REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to: 

? Compare, analyze, communicate, instruct, synthesize, evaluate, use interpersonal skills, compile 

and negotiate

? Communicate effectively using speech and hearing

? Use near vision to see details at close range (within a few feet of the observer) as required for 

computer use, reading and instruction 

? Use hands for extended periods of time at a keyboard or workstation

? Operate office machines and computer equipment

Help Desk Support Job Description - 7/2022 Page 3

? Be subject to standing, walking, sitting, bending, reaching, kneeling, climbing, balancing, 

stooping, pushing and pulling

? Occasionally lift objects up to 25 pounds

LOCATION, WORKING ENVIRONMENT AND TRAVEL REQUIREMENTS: 

Work is routinely performed in an office or classroom environment with moderate noise level. The Help Desk 

Support works primarily at the HOPE Central Office in Englewood, with frequent travel to and between Learning 

Sites. Travel is the responsibility of the employee. Compensation for mileage is per the HOPE Mileage policy.