IT Help Desk

HAZELWOOD SCHOOL DISTRICT

The Hazelwood School District is a diverse school district in suburban St. Louis, Missouri, and is the second-largest district in St. Louis County.  Faculty and staff educate students in the district’s 19 elementary schools, six middle schools, three high schools, early childhood education programs, gifted programs, and Opportunity Center (alternative learning). In a culture of high expectations and excellence, our students will become lifelong learners equipped with 21st Century skills for success as global citizens. 

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POSITION TITLE: IT Help Desk

REPORTS TO: Director of Technology

POSITION SUMMARY                                                                                                                                            

Serves as primary point of contact for district staff, administrative personnel, and end-users seeking technical support via phone, email, or ticketing system.  Diagnoses and resolves system issues remotely while delivering exceptional customer service.

FUNCTIONS OF THE JOB

Essential Functions:

• Act as the first point of contact for customers seeking technical assistance by phone, email, or ticketing system (currently HappyFox).
• Perform remote technical troubleshooting using diagnostic procedures and targeted questions.
• Determine the best solution based on the information provided by the users.
• Walk users step-by-step through problem-resolution processes.
• Resolve inquiries efficiently or escalate unresolved issues to the next level of support personnel.
• Provide accurate information for district products and services.
• Log, track and document all support incidents, updates and resolutions in the ticketing system.
• Follow-up and update customer status and information.
• Perform a variety of tasks to maintain student information systems.
• Serve as additional technical support for the Learning Center.

Marginal Functions:

• Perform other job-related duties as assigned.

QUALIFICATION REQUIREMENTS
 

Education & Experience:

• High School diploma or GED required.
• Minimum of one (1) year of technical support experience with computer hardware and software troubleshooting.
• Experience supporting a Student Information System is preferred.

Certifications:

• Google Certification required within one (1) year of employment.

Knowledge Skills and Abilities (which may be representative but not all inclusive of those commonly associated with this position):

• Strong interpersonal and communication skills with a focus on patient, customer-first service.
• Solid analytical and practical problem-solving abilities.
• Ability to read, write and communicate effectively at an intermediate level.

WORK ENVIRONMENT & PHYSICAL DEMANDS

Physical Requirements:

• Frequently required to sit, walk, talk, and hear.
• Periodically required to climb, bend or kneel to access technical equipment.
• Visual acuity required for close-up viewing (20 inches or less) and distance vision (20 feet or more) with depth perception.
• Light to moderate physical effort, including regular lifting of light equipment (1-25 lbs) and occasional lifting of moderate equipment (25-60 lbs).

Environmental Conditions:

• Standard office, school facility and computer lab environments.

DISCLAIMER:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. "Commonly associated" is not intended to mean always or only.  There are different experiences that suggest other ways or circumstances where reasonable changes or accommodation are appropriate. All activities, Demands, Conditions and Requirements are linked to Essential Job Functions unless marked with an asterisk, which denotes linkage only to marginal function(s).

EQUAL OPPORTUNITY EMPLOYER

Revised October 13, 2026

Human Resources/BLH

Salary : $52,744 - $81,596