Help Desk Specialist

About the role

Summary: Responsible for the coordination and implementation of Student Led Helpdesks in the Secondary Schools, general tech support to staff, students and parent, and technical support and repair of District NPL devices.

Responsibilities

• Monitor the Help Desk telephone, e-mail, and voice mail systems for each school and the District helpdesk
• Provide timely customer follow-up
• Use the Information Services Help Desk software system to log all customer interactions
• Provide responsive quality customer service
• Provide tier 2 troubleshooting, support, and assistance for staff and student devices at the secondary schools
• Provide Tier 2 troubleshooting, support, and assistance for classroom technology (e.g. projector, wireless display technology)
• Perform Return Material Authorization (RMA) and Dispatching duties for device servicing and repairs
• Assist in training and helping students to be successful with Tier 1 support
• Perform other such duties as may be assigned by IT Helpdesk Supervisor
• Attend faculty meetings as required
• Assume responsibility for continuing professional growth and development (e.g., reading professional journals)
• Seek assistance should emergencies arise
• Represent the school district in a positive manner
• Know and follow school district policy and chain of command
• Document and publish troubleshooting steps to update the District helpdesk resources
• Provide in-person and phone Tech Support to Staff, parents and students
• Run Triage at the Tech Center to help staff, students and parents exchange or pick up devices and other Technology equipment (including device setup and maintaining inventory software)
• Assist staff and student with accounts and passwords
• Provide support with district software, curriculum and other apps and platforms used
• Imaging and set up of devices for staff and students
• Maintain HP Self Maintainer Certification; repair and process all HP laptops and work stations in the District
• Provide support to the interns during the summer and those hired for the technology internship

Requirements

Education and/or Experience: High School diploma or general education degree (GED) required; one to two years of related office experience or technical field experience preferred or equivalent combination of education and experience.

Physical Demands: While performing the duties of this job, the employee is continuously required to sit; occasionally walk and stand and reach with hands and arms; occasionally lift and carry up to 50 pounds. Specific vision abilities required include close vision; very good depth perception; and the ability to communicate through speech.

Work Environment: While performing the duties of this job, the employee regularly works inside and meets deadlines with severe time constraints in a fast paced environment on a daily, weekly and monthly basis.

Terms of Employment: 248 work calendar days; employment is “at‑will”.

Qualifications

• Record, track, and document the help desk request problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Application of troubleshooting best practices and methods
• Experience & knowledge of computer system and application support
• Knowledge of Microsoft Office Applications, Apps, and Office 365
• Experience & knowledge in the use of computer operating systems such as Apple OS X, iOS, Microsoft Windows, Windows Server
• Experience troubleshooting projector and wireless display technologies

Skills

• Communication Skills: Ability to provide general district information and respond to questions from administrators, managers, employees, customers, and/or the general public in a professional and pleasant manner
• Problem Solving Skills: Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns
• Productivity/Efficiency Skills: Consistently demonstrate ability to respond to changing situations in a flexible manner to meet current needs, such as reprioritizing work as necessary; organize job functions and work area to effectively complete varied assignments within established time frame
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral and diagram form