Helpdesk Analyst

We are seeking a versatile Helpdesk Analyst to provide essential technical support across a wide range of devices and systems within the district. In addition to managing the Chromebook lifecycle-handling repairs, replacements, and troubleshooting-this role will support the broader technology needs of the district. Responsibilities will include providing first-line support for various devices (such as MacBooks, iPads, projectors, and audio systems), maintaining LAN/WLAN connections, assisting with software and application troubleshooting, and collaborating on district technology projects. The Helpdesk Analyst will play a key role in ensuring all technology systems and devices are operational, supporting both instructional and operational technology needs for students and staff., * First-Line Troubleshooting: Resolve basic Chromebook hardware and software issues, such as Wi-Fi problems, login issues, and general user-related tech issues.

• Boxing & Shipping Repairs: Manage the logistics of sending malfunctioning Chromebooks to repair services, ensuring proper boxing, labeling, and shipping.
• Unboxing & Distributing Repaired Chromebooks: Upon receipt of repaired devices, ensure they are logged into the district inventory system and redistributed to students or staff.
• Repair Ticket Management: Open, track, and monitor repair tickets, ensuring issues are documented and resolved quickly.
• Chromebook Replacement Coordination: Manage the replacement of broken devices, ensuring prompt distribution of new or repaired Chromebooks to users. Determine when equipment needs repair or is beyond repair.
• MacOS Support: Provide basic troubleshooting for MacBooks, ensuring resolution of any macOS-related issues.
• iOS Support: Assist with basic troubleshooting for iPads.
• Windows Support: Provide basic troubleshooting for Windows devices.
• Projector/Airplay Support: Handle tickets related to projectors and Airplay functionality, ensuring smooth AV experiences for teachers and students.
• General Help Desk Support: Answer help desk calls, create tickets for users, and escalate more complex issues to the appropriate tech staff.
• Timely Resolution: Ensure that all tech-related tickets, especially those related to Chromebooks, are tracked and resolved promptly.
• Communication: Maintain clear and consistent follow-up with users regarding ongoing support issues.
• Hands-on Support: Assist with device setup, software issues, hardware troubleshooting, and printing issues at both Brooklyn Center Schools (BCS) and occasionally Brooklyn Center Elementary (BCE).
• Password Resets & MFA Troubleshooting: Assist with user password resets and Multi-Factor Authentication (MFA) troubleshooting, especially for secondary students.
• Standardized Testing: Setup and Troubleshooting
• Inventory Management: Maintain accurate records of Chromebook and tech device inventory, ensuring devices are labeled and tracked for repairs and distribution.
• Training & Documentation: Develop simple guides for troubleshooting and create resources for common tech issues to assist staff with district tech tools.
• Backup Coverage: Provide backup support during absences or vacations for other team members in other district sites.
• Phone System Support: Assist with the configuration and support of the district-wide phone system.
• Collaborative Support: Work closely with other technology team members to maintain technology systems, troubleshoot issues, and ensure continuity of services.
• Device Onboarding: Provide a basic introduction to systems and assist with device onboarding for new staff.
• Schedule Flexibility: The schedule for this role will be flexible to accommodate after-school events and activities where technology support is requested. The Helpdesk Analyst may be required to provide support outside of regular hours to ensure technology systems and devices are functioning properly during district events, meetings, or other activities.
• Other duties as assigned

Professional Development:

• Participate in meetings and training to maintain and upgrade skills and certifications.
• Assist with district in-service training for staff on tech tools such as Airplay, Microsoft Office, Chromebooks, Google Workspace, and other applications.
• Stay current with new technologies and certifications as required by management., * Flexible and Affordable Health Insurance Options
• Dental Insurance
• Group Life and AD&D Insurance
• Supplemental Life and Dependent Life Insurance
• Long Term Disability (LTD) Insurance
• Flexible Spending Account (FSA)
• Pet Insurance
• Full-service community school
• AllOne Health: Supportive counseling and coaching
• Breastfeeding Friendly Certified Workplace
• Staff Wellness Opportunities: Annual benefits fair, wellness challenges and campaigns, free yoga and personal trainer sessions
• Good Human Work: Free onsite therapy service
• Kavira Health: Medical care to help you improve your overall health and wellness. The clinic offers all of the primary care services you would expect from a family physician/general practitioner.

We're not a community on the fringe, we're a community moving toward a center. Moving in unison with a shift in cultural expectations. Our voice and achievement will not be disqualified, we're moving toward a change in history and hearts. Standing FRONT AND CENTER so we are seen and heard.

Do you have experience in macOS?, Do you have a High school diploma or GED?, * Required: High school diploma or equivalent.

• Preferred: Associate's or Technical degree in technology related field

Essential Skills:

• Technical Troubleshooting: Proficient in diagnosing and resolving a variety of technical issues across different devices, including Chromebooks, MacBooks, iPads, Windows devices, projectors, and AV systems.
• Communication Skills: Excellent verbal and written communication skills to provide clear instructions, follow-ups, and timely updates to users and colleagues regarding tech issues, resolutions, and ongoing support requests.
• Customer Service Orientation: Ability to provide empathetic, patient, and responsive support to staff and students, ensuring their technology issues are resolved efficiently and effectively, enhancing the user experience.
• Collaboration & Teamwork: Comfortable working closely with other members of the technology team and district staff to ensure smooth technology operations, system troubleshooting, and coordination for coverage during absences or vacations.
• Multi-tasking & Prioritization: Ability to handle multiple support requests simultaneously, prioritize urgent issues, and maintain focus under pressure, especially during peak periods such as the start of the school year or tech rollouts.
• Attention to Detail: Demonstrated ability to follow through on tasks, track and document all troubleshooting steps, and keep thorough records of all actions taken in resolving tech issues.
• Adaptability & Problem Solving: Ability to adapt to new technologies, handle a variety of tech-related issues, and come up with creative solutions to ensure uninterrupted tech service for staff and students.

Pulled from the full job description

• Pet insurance
• AD&D insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Disability insurance, BCCS Core Values: Written on a foundation of student voice, our district core values communicate the culture and character of Brooklyn Center Community Schools.
• We demonstrate passion, pride, and perseverance
• We acknowledge and disrupt oppressive systems
• Our diversity fuels learning
• We fiercely lead in justice-centered educated
• We stand front and center

Salary: $19.21 to $23.46 (Depending on experience) + Benefits Hours: 8 hours/day (1/2 hour unpaid break)

Duty Days: 260 Days (12-month contract, Full-time)