Lyons Township High School District 204

Position Description

Position Title:	Systems Technician-Student Help Desk
Department:	Technology Services
Reports To:	Systems Administrator / Director of Technology
Work Year:	12 months
Summary:	Under the general supervision of the Systems Administrator and Director of Technology, the Systems Technician-Student Help Desk serves as the primary point of contact for student technology support, hardware/software troubleshooting, and digital tool assistance. This role is responsible for daily operations of the Student Help Desk, managing student device intake/outtake, resolving hardware and software issues, and assisting with 1:1 device programs (e.g., Chromebooks/iPads).

A. Essential Duties and Responsibilities:

(other duties may be assigned)

Staff the Student Tech Help Desk daily, greeting students, logging support requests, managing loaner device inventory, and prioritizing technical issues.
Assist students with hardware, software, network login/credential issues, and device troubleshooting (e.g., screen repairs, charging issues, operating system updates, LMS access).
Oversee the distribution, collection, tracking, and maintenance of student devices within the district’s 1:1 program.
Provide hands-on guidance and instruction to students to help them develop problem-solving skills and gain proficiency with district-approved technology, applications, and online learning platforms.
Assist in monitoring student fulfillment of technology access and Internet Acceptable Use policies.
Maintain accurate records of support tickets, repair statuses, loaner device checkouts, and recurring technical issues.
Collaborate with network administrators, technician teams, and instructional coaches; escalate complex hardware or network infrastructure issues to the appropriate IT staff.
Stay knowledgeable in current district technology resources, devices, platforms, and security procedures by participating in relevant training.
Perform other duties as assigned by the Systems Administrator or Director of Technology.

B. Supervisory Responsibilities:

None. May help guide and direct student tech aides or student volunteers, as needed.

C. Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Demonstrated basic troubleshooting knowledge of computer hardware, mobile devices, peripherals, and client operating systems (ChromeOS, Windows, macOS, iOS).
Basic understanding of local network connectivity (verifying network cables, Wi-Fi connections, and basic IP/DHCP troubleshooting).
Strong interpersonal and customer-service skills, with the ability to communicate technical solutions clearly and patiently to students, staff, and parents.
Ability to work independently, prioritize tasks in a fast-paced environment, and exercise sound judgment in student and technology support situations.
Valid driver’s license (if travel between district buildings is required).

D. Education and/or Experience:

High school diploma or equivalent (GED).
Preferred: Associate’s Degree (or equivalent coursework/training) in Computer Information Systems, IT, or a related field.
Preferred: 1 to 2 years of hands-on experience in a helpdesk, desktop support, or school technology environment.
Preferred: Industry certifications such as CompTIA A+, Google IT Support Professional Certificate, or Microsoft 365 Certified: Fundamentals (MS-900).
Preferred: Experience working in a 1:1 student device environment (specifically managing Google Workspace for Education and Chromebooks).

E. Language Skills:

Ability to read, interpret, and explain technical documents, instructions, and operating manuals; ability to write clear trouble ticket notes, documentation, and user procedures; and ability to communicate technical information effectively and patiently to students, staff, administrators, and parents.

F. Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and interpret basic data reports and asset counts.

G. Reasoning Ability:

Ability to apply common-sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to apply logical troubleshooting methods to diagnose and resolve computer, peripheral, network, and software issues.

H. Other Skills and Abilities:

Practical knowledge of help desk practices, ticketing systems, computer/mobile hardware, software, and web applications.
Ability to repair and perform basic maintenance on multiple types of student workstations and mobile devices.
Ability to assist users with core productivity software, specifically Google Workspace for Education.
Proactive approach to troubleshooting, customer support, and student empowerment.
Familiarity with District 204 policies, ISBE policies, and student data privacy regulations.
Ability to maintain confidentiality regarding student records and technical data.
Ability to establish and maintain highly collaborative and patient working relationships with a variety of technical and non-technical staff and students.

I. Physical Demands:

Physical demands 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.

While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate computer equipment. The employee is frequently required to stand, walk, reach with hands and arms, and use fine motor dexterity for cabling, hardware maintenance, and component replacement. The employee is occasionally required to climb step stools or short ladders, bend, kneel, or crawl under desks to access wiring and equipment. The employee must regularly lift and/or move equipment weighing up to 50 pounds, and occasionally move items in excess of 50 pounds with assistance or assistive equipment. Specific vision abilities required by this job include close vision, color vision (for wire/cable identification), and depth perception.

J. Work Environment:

Work environment characteristics are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is primarily conducted in a high school student help desk, classroom, and office setting. The noise level in the work environment varies from quiet to moderate, fluctuating based on student volume and peak device distribution/collection periods. The position frequently demands meeting short deadlines and responding quickly to urgent technical needs while maintaining a calm, customer-focused approach.

The information contained in this job description is for compliance with the Americans 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.

LTHS District 204 is an equal opportunity employer and does not discriminate on the basis of any status protected by law. The Equal Employment Opportunity and Minority Recruitment Policy may be found in Board Policy 5:10, located on the D204 BOARD OF EDUCATION POLICY PAGE.

Revised: November, 2026

Systems Technician-Student Help Desk