Job Title:  Help Desk Technician                                 Wage/Hour Status:  Non-Exempt

Reports to:  Director of Technical Support                   Pay Grade:  Technology 2 (226)

Dept./School:  Technology Services                           Date Revised:  08/2018

 

Primary Purpose:

The help desk technician will provide tier one support for district computing systems and peripherals via work orders and phone calls into the district technology help desk. Providing first level contact and convey resolutions to customer issues. Properly escalating unresolved queries to the next level of support.
Tracking, routing and redirecting problems to correct resources

 

Qualifications:

 

Education/Experience:

High School diploma or equivalency

 

Required Knowledge/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

Major Responsibilities and Duties:

1. Provide first level contact and convey resolutions to customer issues
2. Properly escalate unresolved queries to the next level of support
3. Track, route and redirect problems to correct resources
4. Walk end users through the problem-solving process
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. Install licensed software
12. manage helpdesk programing and rights
13. Keep current with technology advancements
14. Answers district helpdesk line 
15. Review, resolve or escalate request in the districts help desk system 
16. Maintain confidentiality
17. Participate in meetings and training as designed by District staff
18. All other duties as assigned

 

Equipment Used:

Personal computers, laptops, mobile computing devices, telecommunications equipment, networking equipment, wireless access devices, audio/video equipment and other peripheral devices.

 

Mental Demands/Physical Demands/Environmental Factors:

 

Must be able to sit or stand for extended periods of time; have the dexterity of hands and fingers for keyboarding and other job functions; able to bend at the waist, kneel or crouch; able to lift, carry, push and/or pull items of up to 50lbs.