Help Desk Operator

Qualifications

High school graduate with technical school training in networking, computers and computer repair; a minimum of three years of experience in networking, computer repair and diagnosis; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities.

Essential Functions

• Supports and upholds the mission, vision and strategic goals of Lexington County School District One towards increased outcomes for students.
• Interacts, communicates and collaborates with all stakeholders effectively.
• Establishes a safe, supportive, positive and productive working and learning environment.
• Operates general office and technology equipment needed for daily activities.
• Maintains confidentiality regarding all employee and student information.
• Possesses leadership qualities and communication skills in to manage the student help desk team effectively.
• Manages and processes the incoming work orders and calls to ensure courteous, timely and effective resolution of end user issues.
• Keeps records to include: inventory using the work order system, loaner equipment check out and return, entering, closing and/or escalating work orders, student attendance, and student progress on assigned work orders.
• Manages repairs for existing personal computers and printers, and installs software, printers, and personal computers within the school.
• Oversees student technicians responding to user requests for hardware repair and operational assistance.
• Works with student technicians to ensure optimal use of computer devices throughout the school.
• Develops best practices for routine procedures, training frameworks to help students learn IT procedures, inventories devices, hardware, and other IT supplies.
• Led the student team to address all technical requirements of students and staff members.
• Ensures completion of student help desk work orders and calls.
• Directs students in troubleshooting laptops, PCs, hardware, software, and other related problems and issues.
• Develops training to meet the need for students to complete work order tasks.
• Guides the team in adherence to IT best practices and delivers outstanding customer service and satisfaction in the school.
• Effectively uses personal technology devices and software applications for the management of pertinent information and communication.
• Performs other related duties as required.

Supervisory Responsibility

No direct budgetary responsibilities.

Other Skills and Abilities

• Ability to perform duties with awareness of all district requirements and Lexington County School District One Board policies.
• Must be able to access reliable transportation.
• Personal computer experience required.
• Strong knowledge of word processing, e-mail, spreadsheets, electronic file management, the internet, and reporting and presentation software.
• Ability to establish and maintain effective working relationships with students, staff and the school community.
• Ability to speak clearly and concisely both in oral and written communication.
• Ability to apply knowledge and current research and theory.
• Ability to organize and implement a flexible work schedule in order to meet reporting deadlines.
• Ability to self-monitor and manage multiple tasks while working individually and with members of a group.
• Ability to submit all requested reports and documentation in a timely manner and in accordance with scheduled deadlines.
• Some extended hours and multiple demands from several people are frequently required of the employee.
• Computer literacy required.
• Knowledge of the policies, procedures, and activities of the school district that pertain to the specific duties and responsibilities of the position.
• Knowledge of school policies, procedures, and operations.
• Ability to demonstrate proper maintenance, safe operation, and utilization of equipment, materials, and supplies used in daily activities.
• Ability to maintain high standards of accuracy in exercising duties.
• Ability to anticipate work to be completed and to complete work without the need for direct supervision.
• Ability to maintain confidentiality of employee and student records and information.
• Ability to interact and communicate effectively and professionally with supervisors, co-workers, teachers, students, and the general public.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee will occasionally lift and/or move up to 25 pounds such as boxes of materials.
• The employee will sometimes push/pull items such as furniture or boxes of materials.
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, listen and/or reach with hands and arms.
• Specific vision abilities required by this job include close vision, distance vision.
• Occasionally the position requires the employee to work irregular or extended hours.
• Duties are performed in an office setting with no significant exposure to adverse environmental conditions.
• Physical demands are restricted to work requiring occasional lifting/moving of items up to twenty-five pounds, and occasional lifting/moving of items up to seventy-five pounds.
• Requires operation of computers and related equipment.
• Occasional travel is required; no overnight travel required.

Evaluation

Performance of this job is evaluated annually according to Board Policy.

Disclaimer Statement

The information contained in this job-description is intended for compliance with the American with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

Nondiscrimination Policy

Lexington County School District One is committed to a policy of nondiscrimination and equal opportunity for all students, parents/legal guardians, staff, visitors, personnel and community members who participate or seek to participate in its programs or activities. Therefore, the district does not discriminate against any individual on the basis of race, religion, sex (including pregnancy, childbirth, or any related medical conditions), color, disability, age, genetic information, national origin, or any other applicable status protected by local, state, or federal law. The district will use the grievance procedures set forth in policy to process complaints based on alleged violations of Title VI of the Civil Rights Act of 1964; Title VII of the Civil Rights Act of 1964; Title IX of the Education Amendments Act of 1972; Section 504 of the Rehabilitation Act of 1973; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act of 1963; the Genetic Information Nondiscrimination Act of 2008; and Titles I and II of the Americans with Disabilities Act of 1990.