IT Helpdesk Specialist

KIRKSVILLE R-III SCHOOL DISTRICT

POSITION TITLE: Technology Helpdesk Specialist 

MINIMUM QUALIFICATIONS/SKILLS REQUIRED:

• High school diploma or GED required.
• Strong oral and written communication skills.
• Excellent telephone and interpersonal communication skills.
• Customer-service focused with a professional demeanor.
• Hardware and software troubleshooting skills preferred.
• Operating system experience (Windows 11, Chrome OS).
• Working knowledge of desktops, laptops, Chromebooks, printers, and common peripheral devices preferred.
• Basic networking knowledge preferred.
• Experience with ticketing systems preferred.
• Ability to work independently and manage multiple priorities.
• Self-motivated and detail-oriented.
• Ability to lift up to 40 lbs.
• Ability to climb ladders and work in dropped ceilings when required.

CONTRACT DAYS WORKED: 12-Month

TERMS OF EMPLOYMENT:  Wage and work calendar to be established by the Board of Education.

REPORTS TO: Director of Technology 

JOB GOAL:

The Technology Helpdesk Specialist is responsible for providing first-line technical support to district staff by answering helpdesk calls, managing and resolving support tickets, and maintaining accurate technology inventory records. This position serves as a primary point of contact for technology issues, ensuring timely resolution, clear communication, and excellent customer service while supporting the daily operations of the district.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintains confidentiality and demonstrates unquestionable integrity.
• Serve as the first point of contact for technology support via phone, email, ticketing system, and walk-ups.
• Answer, document, prioritize, and resolve helpdesk tickets in a timely manner.
• Provide technical support to district staff via phone, remote tools, and on-site assistance.
• Diagnose and troubleshoot hardware, software, and user-related issues.
• Support end-user devices including desktops, laptops, Chromebooks, printers, interactive displays, projectors, and peripherals.
• Perform password resets and basic account management in Active Directory and Google Workspace.
• Install, configure, and maintain district-owned hardware and software.
• Prepare and maintain clear documentation for procedures, troubleshooting steps, and inventory records.
• Manage and maintain accurate technology inventory, including receiving, tagging, tracking, deployment, and retirement of devices.
• Assist with device setup, imaging, and deployment for staff and students.
• Escalate complex or unresolved issues to appropriate technology staff as needed.
• Provide excellent customer service to teachers, administrators, and support staff at all times.
• Travel to all district buildings to assist users as needed.
• Communicate clearly with users regarding issue status, resolutions, and expected timelines.

OTHER JOB RESPONSIBILITIES:

• Other duties as assigned. This does not preclude the assignment of additional or supplemental duties. The District reserves the right to modify the assignment as needed to reflect such duties.
• Assist with special technology projects as assigned.
• Participate in technology rollouts and device refresh cycles.
• Attend meetings and professional development as scheduled.

PERFORMANCE EVALUATION: Performance of this position will be evaluated in accordance with the provisions of the Board’s Policy on Evaluation of Professional Personnel.

 ESSENTIAL PHYSICAL AND MENTAL DEMANDS:

• Duties performed typically in district settings to include the cafeteria, gym, recreational areas and other assigned areas.
• Physical demands can include but are not limited to: Exerts up to 40 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects including equipment such as audio-visual.
• Frequent walking, standing, climbing, balancing, stooping, kneeling, crouching, crawling, reaching, and other limited physical activities are required.
• Mental demands can include but are not limited to: Comparing, copying, computing, compiling, analyzing, coordinating, and synthesizing.

HIRING AND EMPLOYMENT COMPLIANCE:

The district's hiring procedures will comply with all federal and state laws, including laws prohibiting discrimination. The district is an equal opportunity employer and hires only citizens of the United States and persons who are legally authorized to work in the United States. The Kirksville R-III School District will enroll and actively participate in a federal work authorization program in accordance with law.

See district policy AC

 Adoption Date:      March 4, 2026

 Revised: