POSTING DATE: May 7, 2024

JOB VACANCY
Help Desk Specialist

SUMMARY:
The Help Desk Specialist works closely with other members of the Technology Department to support and implement technology for students and staff throughout Marquette-Alger RESA. In addition, a primary focus for the Help Desk Specialist is on asset management relating to staff devices, computer troubleshooting and repair, conference room audio-visual support, and other technology-related hardware.

MINIMUM QUALIFICATIONS:

• Associate's degree in Computer Science, Information Technology or a related field, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
• Advanced computer skills
• Thorough knowledge of computer hardware and software installation in a network environment
• Experience with technical repair including troubleshooting problems, upgrading or replacing hardware and software, diagnosing and resolving technical problems, and developing systems for technical repair/maintenance
• Proven ability to work independently and maintain positive relationships with staff, administrators, vendors, and the community
• Proven ability to function in a team environment and work with diverse groups to further the RESA's vision of technology
• Demonstrated ability to learn and support new and quickly-changing technologies.
• Self-motivated and self-directed with strong organizational skills
• Excellent interpersonal and communication skills with a good command of the English language in order to provide effective phone, desk-side, and email support and communication

PREFERRED QUALIFICATIONS:

• Familiarity with a wide range of standard office automation products
• Experience with utilizing MDM (Mobile Device Management) solutions with various devices
• Experience creating user guides and training materials.
• Experience/knowledge of working in an educational environment

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide help desk support for Agency staff/students in person, remotely, and/or over the phone
• Provide computer related hardware and software troubleshooting and repair throughout the Marquette-Alger RESA
• Perform routine maintenance on computers or related hardware as needed to resolve support issues or as scheduled maintenance
• Provide support and troubleshooting for video and audio conference rooms, as well as at offsite events as requested by administration
• Ensure documentation is up-to-date for work completed on technology tickets and in classrooms
• Deploy, install, maintain, repair and troubleshoot technology devices, operating systems, and applications in support of Agency staff and classrooms
• Coordinate and organize student classroom devices including distributing new student devices, collecting devices for exiting students, tracking device repairs and notifying parents of damages, and reassigning, repairing, cleaning and moving student devices during summer break
• Install, configure and maintain a variety of computer and instructional technology including, but not limited to: Computers, Mobile Devices, Printers, Projectors, interactive panels, and audio-visual equipment
• Responsible for Mobile Device Management (MDM) including, but not limited to, Mosyle, Filewave, and Apple School Manager
• Coordinate and organize staff devices including distribution to new staff, setting up staff computer workstations, and collecting devices from departing staff
• Manage and maintain device and software asset inventory
• Coordinate recycling of old technology
• Provide support for digital curriculum and assessment programs
• Provide support for user account management
• Assist in training staff on software use, troubleshooting, and maintaining/operating computers, peripherals, phones and voicemail
• Assist with the maintenance and update of the content management system
• Test and recommend new hardware and software applications
• Perform system and device integration and troubleshooting for door access, surveillance, telephony, network pulls, and patch mapping
• Demonstrate excellent customer service skills
• Create and maintain all end user documentation for desktop support
• Perform other duties as assigned.

OTHER KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficiency in computer/software use including Google Workspace Suite, M365 Suite, Zoom
• Demonstrated experience exercising confidentiality and sound judgment in dealing with local districts, staff, students, vendors, and operations
• Ability to deal with issues in a fair manner, treat diverse populations and personalities with dignity and respect, and act in a highly ethical manner
• Knowledge of networking systems including WIFI, access control, security cameras, AV/EDR/MDR and VOIP.
• Ability to work in a fast-paced environment yet maintain flexibility in thinking and actions

SPECIAL CONDITIONS:

• Must keep the affairs of Marquette-Alger RESA and LEAs confidential at all times
• Must uphold confidentiality of privileged and sensitive student/staff information
• Must demonstrate excellent verbal/written communication skills
• Must effectively orchestrate multiple activities/projects simultaneously to accomplish goals and use resources effectively
• Must demonstrate a high degree of organization and efficient time management
• Ability to learn new technical skills quickly and independently
• Professional appearance; professional and positive attitude, and maintain organized workspace area
• May require occasional regional job travel using personal vehicle
• Ability to lift 30 pounds

TERMS OF EMPLOYMENT: Full time; 12-month position; non-union; Must have regular and reliable job attendance, performance, and the physical ability to do the job

REPORTS TO: Technology Director

COMPENSATION: Based on qualifications/experience; compensation includes a full benefits package

APPLICATION DEADLINE: 12 p.m. on Friday, May 17, 2024

Apply online at https://www.maresa.org/employment/
Please direct any questions to [email protected]

Marquette-Alger Regional Educational Service Agency does not discriminate on the basis of race, color, national origin, sex, (including sexual orientation and gender identity), disability, age, religion, height, weight, marital or family status, military status, ancestry, genetic information, or any other legally protected category, (collectively, "Protected Classes") in its programs and activities, including employment opportunities. The Agency's Compliance Officer shall handle inquiries regarding the Board's nondiscrimination policies and address any complaint of discrimination.