Technology Help Desk Technician

TITLE: TECHNOLOGY HELP DESK TECHNICIAN

PRIMARY FUNCTION:

The Technology Help Desk Technician provides technical support as one of the first points of contact for Brunswick County School technology users. Manages work orders and assigns work accordingly to Level 2 support staff. Maintains district wide web security filtering changes via Cisco Umbrella. Supports all devices for students and staff utilizing AD/SCCM, Google Admin Console, and Microsoft Intune. Monitors district wide performance of WAN/LAN, essential servers and services via Check_MK and other monitoring systems including CCTV, Cisco ISE, and Cisco Catalyst Center. Creates training documents for essential devices and functions. Maintains the Microsoft Active Directory and district email via Google. Employee identifies problems and takes appropriate corrective action.

QUALIFICATIONS:

Licensing/Certification:

• Valid North Carolina Driver’s License
• Certifications: A , Network , Security certifications not required but a plus. Additional certifications in Microsoft and/or CISCO a plus.

Education:

• An associate's degree in Computer Science, Technology or related experience

Experience:

• Combination of (4) four years of education and/or experience with desktop and peripheral troubleshooting in a network environment
• Experience in an educational environment, a plus.

ESSENTIAL FUNCTIONS:

This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed while in other cases related duties may also be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Under the supervision of the Technology Data Systems Manager, serves as the first contact for all technology work requests called into the Help Desk in the Technology Department.
• Serves as the escalation point for issues to assure timely and reliable resolution.
• Coordinates district wide tech work orders and makes assignments to appropriate Level 2 personnel.
• Follow all rules, policies and procedures of Brunswick County Schools, along with state and federal regulations pertaining to all schools and technology.
• Adjusts Cisco Umbrella filtering policies according to the requests in coordination with Curriculum. Identifies malicious searches and notifies proper authorities.
• Maintains the Active Directory system. Resets passwords, maintains groups, computers, OU’s, etc. Coordinates with Human Resources and Finance for user creation, name changes and deletions. Creates Guest accounts in ISE and monitors authorizations to troubleshoot end users and their devices.
• Daily internet and security log monitoring and escalation.
• Monitoring of systems via Check_MK, Smoke Ping, CCTV systems, and others. Notifications to proper personnel when issues arise.
• Maintains Google Admin users and groups.
• Document, maintain and create forms for various requests and projects as well as the Technology FAQ page.
• Operates standard and specialized electronics devices in testing and troubleshooting computers and other technology-related equipment.
• Recommends future technology replacements.
• Coordinates projects with outside vendors.
• Attends classes and seminars to enhance knowledge of equipment and operating systems.
• Provides personal contact information to the Director and is available for after hours emergencies and weekends to assist critical personnel with the restoration of network services.
• Responds to emergency situations during or after hours for the purpose of resolving failures or mitigating Cybersecurity events.
• Duties as assigned by the Director of Technology.

MINIMUM QUALIFICATIONS:

Knowledge and Skills:

• Strong knowledge of computers and related technologies
• Advanced knowledge of local area networks
• General knowledge of all technology systems used in the district

ABILITIES:

• Ability to work under pressure to coordinate and meet expectations during daily operations and especially during downtime events
• Ability to communicate effectively with all levels of technology users
• Ability to communicate effectively in oral, written, and electronic form
• Ability to instruct end-users in the proper use and application of equipment and systems
• Ability to establish and maintain effective working relationships
• Ability to prioritize work through time management to meet deadlines

REPORTS TO: Data Systems Manager

PHYSICAL DEMANDS:

Strength and energy sufficient to maintain an active work schedule involving hearing and speaking to exchange information; seeing to perform assigned duties requiring close vision and ability to adjust focus; ability to distinguish between colors; sitting for extended periods of time; occasionally walking; kneeling, bending at the waist and knee; dexterity of hands and fingers to operate tools and equipment; occasionally lifting and or moving up to 10 pounds.

WORK ENVIRONMENT:

The employee regularly works in indoor conditions and regularly works near video displays. The noise level in the work environment is usually minimal to moderate. The employee interfaces with all levels of individuals within the school district.

TERMS OF EMPLOYMENT: 12 months

SALARY GRADE: P

FLSA STATUS: Non-Exempt

OSHA: An employee in this position is not to handle any human body fluids, biological agents, laboratory chemicals, or be exposed to hazardous materials such as noise, asbestos, or carcinogens.

ADA: The employer will make reasonable accommodations to enable individuals with disabilities to perform essential job functions in compliance with the Americans with Disabilities Act of 1990.

This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.

Job Types: Full-time, Permanent

Pay: $3,908.44 - $4,708.55 per month

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $3,908 - $4,709