Help Desk Technician

Position:  Help Desk Technician

Location:  Larry F. Brender Support Services Center

Salary:  $ with benefits (may qualify for additional compensation through professional development, longevity, and/or degree stipends)

Reports to:  Director for Technology

Essential Duties and Responsibilities:  52 Week Position

1.       Provide first-level technical assistance to staff through the district call center, including but not limited to the following topics:

a.       Office and classroom technology such as Windows computers, VoIP telephones, networked printers, scanners, and webcams.

b.       Mobile devices such as iPads, Chromebooks, and laptops.

c.       Audio/video equipment such as digital projectors, DVD players, audio enhancement systems, interactive whiteboards/televisions, and document cameras.

d.       Computer software applications including Microsoft Office /Office 365 and a variety of other business, educational, and Internet-based applications.

e.       Network connectivity of the LAN, WAN, and wireless infrastructure.

f.        Cyber security threats such as viruses, malware, and email phishing scams.

2.       Identify and escalate high priority situations to the appropriate Technology Department team member.

3.       Log Technician service requests with great detail into the Help Desk ticketing system.

4.       Respond and resolve requests for technical assistance from students and parents via email and live chat, including but not limited to the following topics:

a.       Student and Parent Portals for the district’s Student Information System.

b.       User accounts for Microsoft 365, Google, and Schoology.

c.       District provided student devices such as Chromebooks and iPads.

5.       Create and maintain user accounts for staff and students in Active Directory, Microsoft 365, and Google Admin. Create email accounts for staff in Microsoft Exchange Admin.

6.       Create ID badges and maintain permissions for the DSX keycard access system.

7.       Maintain the district website and intranet.

8.       Train users on editing the district website and intranet, including methods for maintaining ADA compliance.

9.       Manage the digital online forms application.

10.   Present the district technology orientation for new teachers.

11.   Other duties as assigned by the Director for Technology.

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.

1.       High School Diploma required; Associate’s Degree or higher in Information Technology (IT) or related field preferred.

2.       Professional verbal and written communication skills required, including the ability to interpret and explain an extensive variety of technical instructions.

3.       Ability to define problems, collect data, establish facts, and draw valid conclusions.

4.       Basic understanding of computer networks, including wired and wireless networks and VPN.

5.       Highly organized and detail oriented; ability and willingness to follow procedures, prioritize tasks, and work through difficult technical problems to their final resolution.

6.       Excellent interpersonal skills, including the ability to work with a variety of people at different levels and make users feel at ease with their computers and requests for assistance.

7.       Demonstrated ability to work independently with minimal supervision and as part of a team.

8.       Ability to lift and move 40 pounds.  Possess properly insured personal vehicle for job related travel and transport of computer equipment.

Such alternatives to the above qualifications as the Board of Education may find appropriate and acceptable