Job Title: Help Desk Specialist / Canvas Admin                              Wage/Hour Status: Exempt

Reports to: Director of Technology Services                                   Pay Grade:   Technical 3 (233)

Dept./School: Technology Services                                               Date Revised: 09/2020

Primary Purpose:

To provide tier-two support for district computing systems and peripherals via work orders and phone calls to the district technology help desk. Oversee district help desk technicians, ensuring district service level agreements are achieved. Oversee the administration of the district learning management system.

Qualifications:

Education/Experience:

Associate’s degree, technical degree, or technical training/certification

Required Knowledge and Skills:

Knowledge of installation, troubleshooting, and repair of computer-related equipment and peripherals

Knowledge of mobile computing devices such as iPads

Experience with a variety of computer operating systems and hardware configurations

Experience working with computer networks

Customer service orientation

Effective interpersonal, organizational, and communication skills

Initiative and problem-solving skills

Strong client-facing and communication skills

Experience in help desk management 

Experience in Canvas administration

Major Responsibilities and Duties:

1. Maintain and support the District ticketing system and rights
2. Provide first-level contact and convey resolutions to customer issues
3. Identify and escalate trends in ticket submissions to the next level of support
4. Track, route, and redirect problems to correct resources
5. Provide remote support to various levels of users
6. Follow up with customers, provide feedback, and see problems through to resolution
7. Utilize excellent customer service skills and exceed customers’ expectations
8. Ensure proper recording, documentation, and closure
9. Recommend procedure modifications or improvements
10. Preserve and grow your knowledge of help desk procedures, products, and services
11. Oversee district help desk technicians
12. Maintain District Canvas and iUniversity LMS administration
13. Work with third parties to integrate vendor curriculum into LMS
14. Enter and maintain staff and student information within Canvas and Adobe Connect
15. Ensure all staff and students assigned required classes within Canvas and Connexus
16. Appropriately escalate unresolved queries to Canvas support contacts
17. Maintain data connections between district SIS and LMS systems
18. Answers district helpdesk line 
19. Maintain confidentiality
20. Participate in meetings and training as designed by District staff
21. All other duties as assigned

Equipment Used:

Computers (both Macintosh and Windows) and associated peripherals

IOS devices

Small hand tools

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors:

Maintain emotional control under stress

Demonstrate patience and flexibility when working with others

Maintain a professional and friendly demeanor at all times

Lift, carry, push, and/or pull items of up to 50 lbs. on a daily basis
Sit or stand for extended periods of time