Computer Technician Instructor & Student ServiceDesk Coordinator

ROLE AND PURPOSE:

The Computer Technician Instructor & Student Service Desk Coordinator serves as a central office subject matter expert and technical mentor, bridging the gap between classroom instruction and professional IT operations. The primary mission of this role is to oversee student learning in the Computer Technician Program while managing the campus-level help desk. This position provides instruction for CompTIA A certifications and technical troubleshooting, ensuring students gain practical experience in a professional environment. By providing advanced technical support and mentorship, this role strengthens frontline service delivery, coordinates student career readiness initiatives, and ensures high levels of customer satisfaction for campus technology users.

 QUALIFICATIONS: 

   Education/Certification:

• Have met formal academic assessment, associate's degree, or two years of study (minimum 48 college hours) (Required).
• Valid Texas teaching certificate or eligible for alternative certification or local teaching permit.
• CompTIA A certification (preferred).

Experience:

• Five or more years of technical work-related experience.
• At least two years of successful experience in customer service or help desk environments
• Spanish-English bilingual proficiency to support service delivery to Spanish-speaking users; preferred.

• Teaching Experience; preferred

 SPECIAL KNOWLEDGE/SKILLS:

• Ability to provide instruction for CompTIA A curriculum and hardware/software troubleshooting.
• Proficiency with IT Service Management (ITSM) platforms and service desk frameworks.
• Advanced knowledge of computer hardware, software, and peripherals (Windows, macOS, iOS, ChromeOS).
• Use of probing questioning and listening techniques to identify customer needs and teach troubleshooting methodology.
• Knowledge of SaaS platforms, including Microsoft Office 365 and Google Workspace.
• Ability to mentor students in a professional help desk environment.
• Superior oral and written communication skills, with the ability to articulate technical issues to non-technical audiences.
• Solution-oriented problem solving and "outside-the-box" thinking.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.

 MAJOR RESPONSIBILITIES AND DUTIES:  

   Instructional & Practicum Management

• Provide instruction for CompTIA A certification, hardware/software troubleshooting, and professional IT service standards.
• Coordinate student placements and oversee daily student practicum activities.
• Coordinate and promote CTE technology programs to all campus
• Oversee and manage district Student Service Desk (Help Desk)
• Mentor students by sharing knowledge, troubleshooting techniques, and professional best practices.
• Meet and instruct assigned classes in the locations and at the times designated.
• Develop and implement plans for the curriculum program assigned and show written evidence of preparation as required.
• Prepare lessons and adapt the curriculum for individual student differences.
• Establish clear objectives for all lessons and communicate objectives to students.
• Present the subject matter according to guidelines established by the Texas Education Agency, board policies and administrative regulations.
• Employ a variety of instructional techniques and media consistent with the needs and capabilities of the student groups involved.
• Provide opportunities for students to participate actively and successfully.
• Evaluate and provide feedback on student progress during instruction.
• Manage allotted learning time to maximize student achievement.
• Knowledge of subjects' assigned, general knowledge of curriculum and instruction and good knowledge of child growth and development.
• Provide extended hour opportunities for students to obtain the minimum required hours and skills to sit for industry certification exams.

Service Desk & Technical Operations

• Manage and assist student workers in the district's help desk, ensuring all incidents and service requests are logged, categorized, and prioritized within the Service Desk platform.
• Oversee vendor portal and documentation for certification and reimbursements
• Serve as the technical escalation point for hardware, software, and peripheral issues on the Career and Technology Campus.
• Perform initial triage and escalate incidents to appropriate vendors or higher-level technicians with accurate and complete documentation.
• Resolve high-impact service requests and identify root causes to prevent recurring technical problems.

Documentation & Compliance

• Develop, review, and maintain technical documentation, user guides, and student training materials.
• Ensure adherence to FERPA, COPPA, and district cybersecurity policies regarding student data and user credentials.
• Track and document recurring technical issues to support department-wide trend analysis and process improvement.
• Maintain accurate records of technology equipment and campus inventory as related to the student worker program.
• Maintain accurate records for reimbursement from 3rd party vendors for work performed by student program
• Ensure district compliance with all 3rd party certifications and providers for device repair

Organizational Support

• Promote positive morale and maintain professional behavior with students, staff, and parents.
• Identify and implement process improvements to increase efficiency in campus technology operations.
• Participate in department and district planning to ensure effective use of technology.
• Perform other job-related duties as assigned by the supervisor.

OTHER DUTIES:

• Participate in staff development training programs to improve job performance.
• Participate in faculty meetings and special events as assigned.
• Follow district safety protocols and emergency procedures.
• As assigned.

SUPERVISORY RESPONSIBILITIES:

• None

EQUIPMENT & SOFTWARE SKILLS:

• Personal computer, printer, fax machine, copier, scanner, and calculator.
• Microsoft Office applications (Word, Outlook, Excel, PowerPoint, One Drive, etc.)
• Google Suite applications (Docs, G-Mail, Sheets, Slides, Drive, etc.)

WORKING CONDITIONS:

  MENTAL DEMANDS / PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS:

• Tools/Equipment Used: Standard office equipment, including computers and peripherals; standard instructional equipment.
• Posture: Moderate standing; occasional kneeling, squatting, bending, and stooping
• Motion: Moderate walking
• Lifting: Regular light lifting and carrying (less than 15 pounds)
• Environment: Work inside and outside (exposure to sun, heat, cold, and inclement weather); exposure to noise

Mental Demands: Work with frequent interruptions; maintain emotional control under stress.