Helpdesk Technician

Job Title: Helpdesk Technician                                            Wage/Hour Status: Nonexempt

Reports To: Director of Technology                                     Pay Grade:                       

Evaluated Annually by: Director of Technology                   Date Revised:  3/11/2022

Dept./School: Technology

Primary Purpose:

Provide a single point of contact for all district staff to resolve problems relating to computer and communications related services. Responsible for phone support, technology issue evaluation, and distribution of technology related work orders.

Qualifications:

            Education/Certification:

            High school diploma or GED

Special Knowledge/Skills:

Broad knowledge of computer hardware and software applications.

Knowledge of various operating systems (UNIX, DOS, Windows, Macintosh)

Knowledge of software used to develop spreadsheets, databases, and do word processing

Ability to detect and resolve technical or technology-related problems

Excellent organizational, communication, and interpersonal skills

            Experience:

            1 year of work experience in technical support position

Major Responsibilities and Duties:

Telephone Support

1. Receive phone calls and assist end-users as Level 1 to resolve problems and use software and hardware.
2. Communicate with programmer/analyst/technicians and software/hardware vendors to detect and resolve end-user problems with internally developed applications and database management.

Technical Support

1. Complete initial troubleshooting and offer guidance to solve technical issues initially before assigning them to Level 2 Computer and Network/Computer technicians.
2. Process technology-related work orders and assign priority to work orders.

1. Evaluate and recommend technology-related repairs and costs. Arrange for contract repairs for work that cannot be performed by district staff

1. Analyze and identify trends in issue reporting and devise preventative solutions.

             Records and Reports

1. Maintain phone log records and use data to identify areas for improvement including training and maintenance support.

1. Track all software materials and licenses, performing routine inventories and filing.

1. Compile, maintain, and file all physical and computerized reports, records and other documents as required.

Other

1. Assist with computer and device repairs as needed.

1. Comply with policies established by federal and state law, State Board of Education rule, and local board policy.

Supervisory Responsibilities:

            May be responsible for on-site leadership of computer technicians in the assignment of duties.

Mental Demands/Physical Demands/Environmental Factors:

Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; standard office equipment including personal computers and peripherals.

Posture: Prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling twisting.

Motion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching.

Lifting: Moderate lifting and carrying (up to 44 pounds

Environment: Occasional prolonged and irregular hours; occasional district-wide travel; may be required to be on-call 24 hours a day; may be exposed to electrical hazards.

Mental Demands: Work with frequent interruptions; emotional control under stress.