Help Desk Technician/Building Support Split

Location: IMS User Support located at the Teacher Administrative Center, 3215 Cuming Street, Omaha, NE, 68131

Reports To: Director, IMS User Support

Work Schedule/FLSA Status: 12-month year-round / Salaried Exempt

Salary Schedule: Technician 4 - S26/91D, Starting salary: $81,579.08

Salary credit may be awarded for applicable experience.

Position Purpose: This staff member will be responsible for providing assistance and support to district users via phone, e-mail, in-person, and through remote computer support. 

Essential Performance Responsibilities

• Provide support to school and district-level staff by achieving and/or maintaining Apple Certified Mac and iOS Technician designations.
• Support users via Helpdesk tickets, email, remote, and in person in various school environments.
• Support users with basic computer and network problems, answer questions on productivity applications, monitor the status and completion of pending support requests, and provide solutions to assist IMS in resolving future requests.
• Troubleshoot and resolve software applications, peripherals, and mobile device management-related issues or escalate to the subject matter expert as appropriate.

Additional Duties:  Performs other related tasks as assigned by the supervisor and other central office administrators as designated by the Superintendent. 

Equipment: This position requires the ability to use Mac, iOS, and Windows platforms, along with various applications. Must always comply with OPS’s guidelines for equipment use.

Travel: Local travel between school sites may be required. 

Physical and Mental Demands, Work Hazards:

• Works in a standard office environment.
• Occasional overtime may be required due to job demands.
• Must have organization, time management, communication, and interpersonal skills.
• Ability to read and use information from written materials and visual displays.
• Ability to work in standing/walking positions on a frequent basis throughout the work shift.
• Ability to bend, kneel, stoop, and maintain balance while performing job-related tasks.
• Additional demands may be required upon request from the Supervisor.

Interrelations: 

• Contact with district personnel, customers, and vendors. 
• Will work under the direct supervision of the department supervisor to complete day-to-day tasks.
• Will be working with a diverse population, requiring the ability to handle all situations with tact and diplomacy.
• Must understand and respond appropriately to customer needs and maintain a positive attitude with all customers and colleagues.
• Expected to interact with all internal and external customers in a friendly, professional manner and provide quick, responsive customer service. 

Employee Punctuality and Appearance 

• For schools to operate effectively, employees are expected to perform all assigned duties and work all scheduled hours on each designated workday, unless the employee has approved leave. 
• Any deviation from assigned hours must have prior approval from the employee’s supervisor or building administrator. 
• All employees are required to report to work dressed in a manner that reflects a positive image of Omaha Public Schools and is appropriate for their position. 

Knowledge, Skills, and Abilities: 

• Minimum Requirement of a Bachelor's degree in Information Management Systems, Technology, or other related technology field, preferred.
• Experience with Windows 10 and 11, macOS, iPadOS OS and iOS; productivity applications such as MS Office and Office 365 required.
• Ability to achieve and/or maintain Apple Certified Technician in Mac and iOS platforms.
• Experience using a troubleshooting ticketing system is preferred.
• Experience with TCP/IP networking and using virtual network remote control is preferred.
• Demonstrated experience with Apple and PC hardware, software troubleshooting processes.
• Experience working with Apple Global Service Exchange
• Experience supporting end-users in a networked environment, including wireless.
• Analysis and investigation skills with a structured approach to problem-solving.
• Outstanding customer service skills as well as strong verbal and written communication.
• Strong interpersonal, verbal, and written communication, as well as strong organizational skills.
• Demonstrated experience with Apple and PC hardware, software troubleshooting processes.
• Experience handling end-user application training and support.
• Ability to work effectively in a team environment.
• Maintain and exhibit an excellent work attendance record, both in terms of punctuality and daily attendance

Terms of Employment

This position is treated as a full-time non-exempt classified position. The terms of your employment will be governed by applicable state laws regulating employment in a Nebraska public school and Board of Education policies, as those laws and policies may change from time to time. If your position is represented by a collective bargaining representative, then your employment will also be governed by a negotiated agreement between OPS and that collective bargaining representative.

The offer of employment is contingent upon:

• Obtaining and providing verification of all licenses, certificates, and other requirements for the position (e.g., Paraprofessionals obtaining “Highly Qualified status,” etc.), as identified, and maintaining all licenses, certificates, and requirements for your position throughout employment.
• A background check that demonstrates to OPS that the background is acceptable for the position.
• Verification of U.S. citizenship or legal authorization to work in the United States.
• Successful completion of a pre-employment drug test (if required for the position offered).
• Successful completion of a tuberculosis skin test (if required for the position offered).
• Successful completion of a pre-employment medical examination to determine the ability to safely and effectively perform the essential functions of the position.

Omaha public schools does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), marital status, sexual orientation, disability, age, genetic information, gender identity, gender expression, citizenship status, veteran status, political affiliation or economic status in its programs, activities, employment, and provides equal access to the Boy Scouts and other designated youth groups. The following individual has been designated to address inquiries regarding the non-discrimination policies: Superintendent of Schools, 3215 Cuming Street, Omaha, NE 68131 (531-299-0310).

The following persons have been designated to handle inquiries regarding the non-discrimination policies:

Students:  Director for the Office of Equity and Diversity, 3215 Cuming Street, Omaha, NE 68131. (531-299-0307)

Employees and Others: Chief Talent Officer, 3215 Cuming Street, Omaha, NE 68131. (531-299-0240)

The Omaha Public School District is committed to providing access and reasonable accommodation in its services, programs, activities, education, and employment for individuals with disabilities. To request disability accommodation in the application process, please contact the Talent Services department at 531-299-0240.