Job Title: Specialist - Help Desk

Department: Information Technology 

Pay Grade: O190

FLSA Status: Non-Exempt

Reports to: Manager IV – Software Support

This is a full-time ongoing position working Monday - Friday, 9:30a.m. - 6:00p.m.

GENERAL PURPOSE

Responsible for providing support for users of District technology and information systems (student and business management); analyzing problems and issues related to the information systems and related technology; providing high quality remote customer service.

ESSENTIAL JOB FUNCTIONS

• Answers incoming support calls and attentively listens and accesses customer needs to determine the best possible solution.
• Answers incoming support email requests and provides an effective response that needs the customer’s needs.
• Maintains documentation on support calls, support email and knowledge base articles that provide users guidance on solving common problems.
• Communicates service issue resolution statuses to all stakeholders of an incident.
• Provides support for a variety of software such as the District’s learning management system, email system, etc.
• Resets passwords for students and staff for various applications.
• Provides trouble reports to District vendors and other information technology teams.
• Provides device support to staff and students to ensure users can success in their roles.
• Performs other related duties as required/assigned.

QUALIFICATIONS AND REQUIREMENTS

Education and Experience

• High School Diploma or its equivalent.
• Minimum of three (3) years of job related experience with increasing levels of responsibility is required.

Certificates, Licenses and Other Special Requirements

• Must pass a Criminal Background Clearance.

Knowledge, Skills, and Abilities

• Knowledge of algebra and/or geometry; review and interpret highly technical information, write technical materials, and/or speak persuasively to implement desired actions; and analyze situations to define issues and draw conclusions.
• Knowledge based competencies required to satisfactorily perform the functions of the job include: current, legacy and emerging operating systems; software applications; data security, processes and methodology.
• Skill to perform multiple, technical tasks with a need to routinely upgrade skills in order to meet changing job conditions.
• Skill based competencies required to satisfactorily perform the functions of the job, including: utilizing pertinent networks, applications, operating system monitoring and troubleshooting software; adhering to safety practices; effective verbal communication skills to assist others in troubleshooting everyday technology issues; and preparing and maintaining accurate records.
• Ability to read technical information, compose a variety of documents, and/or facilitate group discussions.
• Ability to analyze situations to define issues and draw conclusions.
• Ability to schedule a number of activities, meetings, and/or events; gather, collate, and/or classify data; and use job-related equipment.
• Ability to work with others under a wide variety of circumstances; working with data utilizing defined but different processes; and operate equipment using defined methods.
• Ability to work with a significant diversity of individuals and/or groups; work with data of widely varied types and/or purposes; and utilize job-related equipment.
• Ability to analyze issues and create action plans.
• Ability to collaborate and communicate effectively with internal and external stakeholders.
• Ability to apply critical thinking/problem solving to improve work processes.
• Ability to convey technical information to non-technical audiences.
• Ability to maintain confidentiality; set priorities; meet deadlines and schedules; work with detailed information; and adapt to changing priorities.
• Ability to set high expectations for self and others; set and monitor progress toward goals; and utilize and offer effective feedback to continuously improve.
• Ability to work as part of a team; adapt to changing priorities; and apply logical processes and analytical skills. 

Working Conditions and Physical Requirements

• Work environment is primarily inside, where the noise and temperature levels are moderate.
• The work is light work which requires exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
• Must possess the physical ability to work primarily with fingers, perceive the nature of sounds, make rational decisions through sound logic and deductive processes, express or exchange ideas by the spoken word, substantial movements (motions) with the hands, wrists, and/or fingers, and discern letters or numbers at a given distance.
• Additionally, the following physical abilities are required: balancing, grasping, hearing, kneeling, manual dexterity, mental acuity, reaching, repetitive motion, speaking, talking, visual acuity, and walking.