Support Specialist: Help Desk

Position SummaryTitle Code

Support Specialist: Help Desk

Job Summary

Assists users with technical problems (hardware and software) resolution. Provides second level technical support for the Help Desk, proposes solutions, and prepares documentation. Assists with the delivery of specialized training sessions for users in Computer Based, Web-based and ChromeBook computer applications. Responsible for exceptional communication and customer service with all users.

Additional Work Days/Hours

Based on the assignment, the following additional work days and/or hours may be required as needed:

• Ability to work flexible schedules
  
  

Essential Duties/Responsibilities

• Provides second level technical assistance for all supported computer software, hardware, networking, mobile devices and data problems. Visits user sites for emergencies and for consultations. Diagnoses problems for a wide variety of applications: Financial, Payroll, Human Resources and Student Records.
• Records, maintains, and updates; user and school profiles, log of user questions, problems, solutions, requests for service, training, and repairs using the Remedy Action Request System.
• Assists users of various applications with User Account Management, with equipment issues and schedules appointments for service and equipment deployment.
• Provides support to users for problems with all currently supported applications including, but not limited to various MS Office Suite, E-Mail, Cloud solutions and Student System software packages.
• Uses Remote Control software to analyze and solve user problems at remote sites. Uses Network Management software to troubleshoot LAN and WAN problems and issues. Monitors the status of outstanding WAN connectivity issues.
• Coordinates the Technology Hardware Repair process with the authorized repair vendor(s).
• Provides assistance to the Senior Help Desk Specialists during training of business application software and to all field-based Technology Support Services staff and Department of Technology staff.
• Participates on project and task teams as the Help Desk representative to assess project training and support needs.
• Assists in preparation of User Documentation and On-line Help screens.
• Assists with conducting for a variety of applications. Installs/Updates approved/supported software. Conducts entry-level training courses, when necessary.
• Performs other related duties as assigned within the same classification or lower.
  
  

Minimum Qualifications

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

Education

• High School Diploma or Equivalent Supplemented with Technical or Vocational School during High School with 10 classroom hours of technology training required.
• Associate's Degree in Information Technology or a related field of education from a regionally accredited college or university preferred;
• Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the employee to successfully perform the duties of the position.
  
  

Experience

• One (1) year professional work experience in a Tech Support/User Support/Help Desk role. Experience should include using various PC/Cloud software applications, and/or network experience required;
• Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the employee to successfully perform the duties of the position.
  
  

Knowledge, Skills, Abilities And Other Characteristics

• Excellent communication and customer service skills.
• Excellent organization and interpersonal skills.
• Demonstrated ability to work within a team environment.
• Demonstrated ability to effectively work and communicate with diverse populations.
• Demonstrated proficiency with business technology applications (e.g. Video/Web Conferencing, Microsoft Office Suite -Word, Excel, Outlook, and/or PowerPoint preferred).
  
  

Language Requirements

• Bilingual in Spanish native or near native preferred.
  
  

Licenses and Certifications

Employee must retain active licenses, certifications, and enrollment as a condition of employment.

• Hold or be eligible for Industry Certification relevant to this job required.
• Hold or be eligible for Driver's License (DL) Class C Non-Commercial issued by Maryland or State of Legal Residence (MVA/DMV) required; and
• Daily access to reliable transportation.
  
  

Driving Requirements

• Driving is required to conduct bona fide Board business that is within the scope of employment in this position.
• Personal Vehicle
  
  

Career Ladder Requirements

Qualification Requirements for Employment in Higher Grade as a New Hire or Transfer requires:

• Two (2) additional years successful experience required
• Achievement of appropriate industry certification as approved by the Sr. Manager of Technology Support Services, Associate’s degree in Information Technology or related field of education or Completion of coursework leading towards such degree required.
  
  

Eligibility for Consideration for Advancement from Lower Grade to Higher Grade requires:

• Two (2) years continuous successful experience in the position at the Lower Grade level.
• Mastery of all responsibilities and duties of the position.
• Evidence of completion of additional training that may be recommended by supervisor and/or participation in approved professional development programs or courses, approved in advance by the supervisor. Successful completion of a minimum of one professional development within the last two years is required. Successful completion of job specific professional developments identified on the job description, performance evaluations and/or the supervisor’s documented recommendation are required.
• Achievement of identified goals as they relate to the needs of the district and as established by the supervisor.
• Consistent maintenance of an effective and orderly work environment.
• Consistent compliance with general office procedures such as standards contained in the AACPS Employee Handbook; demonstration of discretion and excellent customer service; regular and punctual attendance; and building dress code, including wearing AACPS ID badge.
• Above Satisfactory overall job performance for the two most recent consecutive years of Performance Ratings.
• Letter of Recommendation written by the supervisor.
  
  

Additional Requirements for Advancement from Lower Grade to Higher Grade requires:

• Achievement of appropriate industry certification as approved by the Sr. Manager of Technology Support Services, Associate’s degree in Information Technology or related field of education or Completion of coursework leading towards such degree required.
  
  

LEADERSHIP ROLE

• N/A
  
  

PHYSICAL DEMANDS/WORKING CONDITIONS

The physical demands and working conditions 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.

Physical Demands

• Standing: under 1/3 percent of the time
• Walking: under 1/3 percent of the time
• Sitting: between 1/3 and 2/3 percent of the time
• Keyboarding: under 1/3 percent of the time
• Reaching (with hands and/or arms): under 1/3 percent of the time
• Talking: over 2/3 percent of the time
• Hearing: over 2/3 percent of the time
• Repetitive Motions: under 1/3 percent of the time
• Driving: under 1/3 percent of the time
• As required by the duties and responsibilities of the position.
  
  

Vision

The vision demands with correction described here are representative of those that must be met to successfully perform the essential functions of this job.

• No special vision requirements
  
  

Work Environment

Location

• Office, school or similar indoor environment: over 2/3 percent of the time
  
  

Noise Level

• Moderate: between 1/3 and 2/3 percent of the time
  
  

Weight & Force

Lifting and carrying requirements

• Up to 40 pounds: under 1/3 percent of the time
  
  

Travel Requirements

• 10% monthly day travel within the county to deliver equipment, as needed.
  
  

JOB INFORMATION

Approved Date: 6/26/2024 Established Date: 9/1/1991 Title Code: B14651 Title: SPECIALIST SUPPORT: HELP DESK Alternate Title: Support Specialist: Help Desk Reports to Generic: Director Reports to Specific: DIRECTOR: TECHNOLOGY SUPPORT SERVICES

ORGANIZATION

Division: Technology Business Unit: Technology Support Services Department: Negotiated Agreement: N/A

HR JOB INFORMATION

Unit: V Days Worked: 260 FLSA Exemption Status: Exempt Grade: PG03;PG04 Click HERE to view Terms of Employment, Benefits and Salary Scale. Scroll down to locate (Unit 5 – Professional Staff) Essential Job: Months Worked: 12 Hours Worked: 8 Job Family: Information Technology Sub-Function: Support Services

VR# 26074