Help Desk Technician

The help desk technician provides the first level of support for users of technology. The main goal of the help desk is to assess the problem quickly and resolve the issue during the call, if possible; otherwise, escalate it to a TIS Technician through the ticketing system.ESSENTIAL FUNCTIONS:Answers phone calls and emails from staff regarding issues with district technology, including computers, phones, network, Internet access, audio/visual, and administrative and instructional software.Generate call tickets by entering the caller’s information into the ticketing system and assigning it to the appropriate staff member.Appropriately categorize and escalate high-priority issues to technicians directly, as well as to TIS managers and the assistant director or the director.Reset passwords when necessary.Install or update district applications remotely when needed.Assist with various district events, such as centralized enrollment, student laptop deployments, etc.Train staff on various systems, as assigned by the supervisor, assistant director, or the director.Other duties as assigned by the supervisor, assistant director, or the director.QUALIFICATIONS:High school diploma required (associate of arts or above desired).Proficient in the use of Microsoft Office 365, including Word, Excel, PowerPoint, and Outlook.Proficient with Google Workspace.Proficient in the use of multiple operating systems, including Windows 10 and Windows 11.Apple Mac OS X and iOS experience highly desired.Must be organized and detail-oriented.Ability to multitask and problem solve.Ability to collaborate effectively with others.Ability to communicate effectively and professionally on the phone and in person.COMMUNICATION/ORGANIZATION:Maintains communication with district staff, as necessary.Utilizes existing technology effectively in the performance of duties.Performs other related work as required.REASONING ABILITY:Ability to solve practical problems.Ability to interpret a variety of instructions furnished in written, oral, or schedule form.Flexibility is required to work with others, work with data utilizing defined but different processes, and operate equipment using a variety of standardized methods.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 regularly required to sit, walk, stand, and talk or hear.The employee must occasionally lift and/or move equipment up to 50 pounds.The employee must occasionally push items of 50 pounds, such as pushing on a bike or a wheelchair or moving/rearranging furniture.Specific vision abilities required by this job include close vision, distance vision, and depth perception.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 individuals with disabilities to perform the essential functions.The noise level in the work environment is usually loud and is a standard acceptable level for this environment.OTHER SKILLS AND ABILITIES:Specific knowledge-based competencies required to satisfactorily perform the functions of the job include computer operations (including peripheral equipment), and safety practices and procedures.Some problem-solving may be required to identify issues and select action plans.

Salary : $25 - $35