Technical Support Specialist I - Help Desk

Summary: Under the supervision of the HelpDesk Services Supervisor, provides technical support and service to district personnel about various software products and programs. May function as a resource person, collaborates with departmental staff and others in developing services, and serves as a backup to others in the department., * Provides general clerical support, including answering telephones, work orders, ordering supplies, taking notes at meetings, and routing messages and telephone calls as appropriate.

• Provides general training on computer programs and technical concepts, including the development and support of web pages to staff in one-on-one and small-group situations.
• May test and document program changes in new and existing programs.
• May act as a liaison between vendors/agencies and district staff.
• May conduct research and technical support relevant to state standards.
• Coordinates and conducts computer training classes for district personnel.
• Designs instructional guides, user manuals, and other media for individual and group training of district staff.
• Attends training as required.
• May maintain District network and programs. (User names, passwords, entering new employees and moving employees to new sites, troubleshooting login problems, etc.).
• Maintains competency in all position responsibilities.
• Complies with all safety and work rules, policies, and procedures.
• Responsible for properly utilizing, operating, and maintaining all department resources.
• Provides support to other positions as needed.
• Assumes additional responsibilities as appropriate with little or no supervision.
• Performs other related duties as assigned.

Marginal Duties and Responsibilities:

• Makes recommendations for program modifications.
• May coordinate annual shredding of documents.
• May process returned student report cards.
• May coordinate student employees.

Supervisory Responsibilities:

• All Medford School District employees supervise students and maintain a safe environment.

Qualifications: An individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience: High school diploma or General Education Diploma (GED); Associate’s degree (A.A.) or equivalent from a two-year college or technical school; two years of experience with computer applications and training non-technical persons to use office-related software or equivalent combination of education and experience.

Interpersonal Skills: Ability to interact appropriately with teachers, staff, community members, and students. Focuses on solving conflict; maintains confidentiality; Contributes to building a positive team spirit.

Language Skills: Ability to communicate verbally and in writing fluently in English. Preference may be given to applicants fluent in English and Spanish. The ability to communicate in Spanish is preferred. Ability to effectively present information and respond verbally to questions from groups of administrators and school staff. Ability to read, analyze and interpret technical journals. Ability to respond in writing to common inquiries from staff. Ability to write technical documentation that conforms to prescribed style and format.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply basic concepts of algebra and geometry.

Reasoning Ability: Ability to apply logical or scientific thinking principles to various intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.). Ability to deal with a variety of abstract and concrete variables.

Computer Skills: To perform this job successfully, an individual should have general knowledge of essential computer components, fundamental repair procedures, and the ability to use email, internet software, inventory software, spreadsheets, and word processing software-appropriate computer certification(s) as determined by the District.

Certificates, Licenses, Registrations: Certificates determined necessary by the District, including valid Oregon driver’s license and Microsoft Software Certification.

Physical Demands: The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. 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 talk or hear. The employee is regularly required to sit, use hands for fine manipulation, handle or feel and reach with hands and arms. The employee must frequently smell, walk, stand, stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must regularly lift and/or move up to 10 pounds and occasionally up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, the ability to adjust focus, depth perception, and peripheral vision. Speaking clearly enough to be able to be understood by others. Ability to identify and understand the speech of another person. Emotional stability to work effectively under pressure and control all aspects of the job.