Campus Technician / Help Desk - District Wide

The Campus Technician / Help Desk will be responsible for providing a positive working relationship with students, faculty, staff, and parents. Responsibilities will include maintaining a high level of confidentiality and standard of professionalism while providing advanced support to the faculty and staff for computers, phones, and other related systems. The Campus Technician / Help Desk must be able to communicate technical information to non-technical clients in a clear and concise manner., * Performs periodic maintenance, modifications and repairs to computer systems and equipment

• Installs and configures various operating systems, software, hardware, and peripherals
• Creates network accounts for students and staff
• Guides users in proper use of technology
• Maintains and supports the technology inventory.
• Installs, maintains, and troubleshoots software programs
• Performs basic service/repair analysis on computers, phones, and equipment
• Schedules warranty repairs and other vendor services
• Installation of structured cabling.
• Tests network equipment.
• Maintains the security of data and services
• Maintains professional knowledge by continuing to broaden knowledge of equipment, software, and their implementations
• Supports repair and diagnostic of campus technology.
• Work with vendors to assist in technology support.
• Writes and distribute user-friendly documentation for common software questions
• Attends District Technology committee to better assess staff training needs
• Holds regular district and site-based technology training sessions
• When needed, provides assistance in the Tech Center or to the Computer Technician
• Troubleshoot technical problems: Resolve customer issues related to hardware, software, and networking.
• Answer Help Desk calls and diagnose technical issues over the phone.
• Provide Technical Assistance: Respond to customer inquiries, provide guidance, and offer solutions to technical problems.
• Document support interactions: Keep accurate records of customer interactions and information in a customer database.
• Escalate Issues: Identify when a customer issue cannot be resolved by the Help Desk and escalate to appropriate personnel.
• Software and hardware installation: Assist customers with software and hardware installations, upgrades, and configurations.
• Train Customers: Provide training and guidance to customers on how to use various software and hardware systems.
• Stay up to date with new technologies: Continuously educate oneself on new technologies and software products.
• Divide up the IT work order system to the appropriate sites.
• Assign and follow-up on districtwide tickets.
• Review Audit logs, incident reports, error/warnings from systems and escalate findings.
• Reviews and analyzes system and application logs to identify any potential security incidents or performance issues.
• Review and analyze system and application logs on a daily basis
• Identify potential security incidents and escalate to the appropriate team
• Research and resolve technology performance issues as needed.
• Document and report findings in a clear and concise manner
• Stay up-to-date with current security threats and best practices
• Other duties as assigned

• Must have experience with Windows workstations.
• Must be able to lift and carry up to 50 pounds
• Must possess ability to work with and communicate with faculty, staff, and vendors
• High School diploma or equivalent

OCCUPATIONAL CONDITION:

Low risk - Work is routinely performed in indoor environments, including exposure to noise and being on your feet for extended periods of time. May require standing in inclement weather including summer heat., * Sit approximately 75% of the time

• Walk and stand approximately 20% of the time
• Kneeling/Stooping approximately 5% of the time
• Lift on a regular basis 30-50lbs
• Must be able to climb ladders and work in tight spaces, i.e., trenches, attics, equipment rooms, etc.
• Use hands to finger, handle, or feel objects, tools and/or controls; and reach with hands and arms on a regular basis.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus., * Following directions and meeting standards.
• Providing attention to detail in assignments.
• Comprehending reference books and manuals.
• Organizing and maintaining supplies.
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction.
• Strong technical knowledge
• Excellent communication
• Excellent customer service skills
• Ability to work in a fast-paced environment
• Ability to multitask
• Knowledge of security protocols and best practices
• Excellent written and verbal communication skills
• Ability to work independently and as part of a team

SKILLS PREFERED:

• A+ certification in Computer Technology
• Associates degree or equivalent technical training / certifications or two years of related experience

KNOWLEDGE OF:

• Standard practices, methods and materials of assigned work.
• Occupational hazards and applicable safety principles and practices.
• Technology supplies and equipment.
• Customer service principles.
• Specialized equipment relevant to area of assignment.
• Modern office technology., * Willingness to be an integral member of a successful team.
• Dedication to providing the highest level of service.
• Adherence to policies and procedures.
• Resourceful and adaptable.

POSITION EXPECTATIONS:

Time Management: Must be able to prioritize tasks assigned by supervisor.

Stress Management: Periodic stress due to deadlines and multiple schedules.