Position Title: Help Desk Analyst – Bilingual

Department: Information Services

Location: Technology Center

Classification: Classified – Non-Exempt

Reports To: IS Helpdesk Supervisor

SUMMARY: Responsible for the day-to-day operation of the Nampa School District Information Services Help Desk. Must be fluent in both English and Spanish.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Monitor, answer, and respond to requests made to the Help Desk via self-service, telephone, email and voicemail
• Assist Spanish speaking users and families with technical issues and translate documents to Spanish as needed.
• Provide timely and quality customer follow-up
• Responsible for checking the initial trends in Help Desk ticket escalation process
• Assume role as the highest possible first call resolution for the customers
• Maintain ServiceAide Help System to help monitor tickets and move to correct queues for faster resolution
• Work in different systems to help troubleshoot and facilitate work orders
• Monitor Microsoft 365 Security and Compliance Dashboard and report any issues
• Provide remote assistance to quickly resolve issues
• Assist customers using Mobile Device Manager
• Work with hardware and software testing in Work Bench area
• Work with Inventory Tracking software
• Check with Microsoft System Center Configuration Manager for more information on the work orders
• Correspond and resolve requests with vendor help systems
• Audit cart of returned teacher devices and image for handout
• Collaborate with Senior Staff for difficult issues
• Assist customers with identifying phishing, scams, and other malicious email attacks
• Assume responsibility for his or her continuing professional growth and development by attendance at in-service or trainings
• Seek assistance should emergencies arise
• Represent the district in a positive manner
• Know and follow school district policy and chain of command
• Perform other such duties as assigned

SUPERVISORY RESPONSIBILITIES:

None

QUALIFICATION REQUIREMENTS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• High School diploma or general education degree (GED) required
• At least three to five years of related office experience or technical field experience preferred or an equivalent combination of education and experience.

LANGUAGE SKILLS:

Fluent in both English and Spanish verbally is required. Ability to read and translate documents from English to Spanish is required. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read, analyze and interpret governmental regulations and legal documents. Ability to write routine reports and correspondence.

PROBLEM SOLVING SKILLS:

Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.

PRODUCTIVITY/EFFICIENCY SKILLS:

Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary; organize job functions and work area to be able to effectively complete varied assignments within established time frame.

COMMUNICATION SKILLS:

Ability to provide general district information and respond to questions from administrators, managers, employees, customers, and/or the general public in a professional and pleasant manner.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral and diagram form.

KNOWLEDGE, SKILLS AND ABILITIES:

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Extremely organized and efficient
• Self-Motivated
• Ability to follow workflows, processes and procedures
• Application of troubleshooting best practices and methods
• Experience & knowledge of computer system and application support
• Knowledge of Microsoft Office Applications, Apps, and Office 365
• Experience & knowledge in the use of computer operating systems such as Apple OS X, iOS, Microsoft Windows, Windows Server, Account Administration, System and Account Permission issues,
• Articulate and communicate effectively with persons within and outside the Nampa School District
• Professional and confidential when dealing with school staff and the public.
• Ability to work effectively as a team member
• Consistently demonstrates the ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary; organize job functions and work area to be able to effectively complete varied assignments within established time frame
• Identify and learn appropriate software and hardware used and supported by the organization.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is continuously required to sit; occasionally walk and stand and reach with hands and arms; occasionally lift and carry up to 50 pounds. Specific vision abilities required by this job includes close vision; very good depth perception; and the ability to communicate through speech.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individual’s disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside and meets deadlines with severe time constraints in a fast-paced environment on a daily, weekly and monthly basis.

TERMS OF EMPLOYMENT:

248 calendar assignment.

Nampa School District #131 is an equal opportunity employer/educator with an alcohol, drug and tobacco free environment, and does not unlawfully discriminate in employment. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodations to the application and/or interview process should notify a representative of the organization. The information contained in this job posting is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned. The employment relationship with the District is of an “at will” nature, which means that the Employee may resign at any time and the Employer may discharge the Employee at any time with or without cause.