IT Help Desk Technician

Under the direct supervision of the Network Operations Supervisor, the responsibility of the help desk technician is to ensure that incoming calls are answered, logged, and correct solutions provided to school district employees. The help desk technician performs functions such as: resetting passwords, troubleshooting end user computer problems and imaging computers remotely. Clear and concise communication skills are essential as well as a friendly demeanor. They must be able to work in groups as well as independently. They are assigned to the Technology Department network operations center where they provide day-to-day service, but may be given other assignments during periods of infrequent calls. The hours of this position may vary between 7:00 am to 6:00 pm Monday-Friday.

Responsibilities

• Excellent customer service and commitment to providing prompt support and assistance.
• Handle incoming phone calls, instant messages, emails, and walk-ins.
• Provide excellent customer service to Staff, Students, and Parents as they call in for technology related needs.
• Maintains strict confidentiality of student, employee, and district information and ensures appropriate handling of sensitive data, accounts, systems, and devices in accordance with district policies and applicable privacy requirements.
• Strategically assign work tickets to field technicians when needed.
• Be able to understand how to setup/image machines through the use of Microsoft System Center Configuration Manager Server, Intune, or similar systems.
• Ensures security is set on district devices and in compliance with security best practices as directed by the Information Security Officer. Assists with device investigations.
• Works with the Inventory Manager to help maintain and control technology assets in assigned sites through the asset management system; and assists with district technology audits as needed.
• Be able to understand and manage time by utilizing work order software.
• Be able to accurately diagnose problems through phone conversation.
• Be familiar with a K-12 education environment.
• Be able to understand and follow specific or technical directions as well as clearly communicate those directions across the phone.
• Works out in the field with technicians or at the warehouse when call volume is low.
• Performs other duties and related tasks as assigned.
• Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all-inclusive of every task or responsibility.

• High School Diploma required
• Related college or technical school coursework.
• College Degree Preferred
• CompTIA A+ certification and/or CompTIA/related, helpful, industry standard certifications preferred.

Knowledge and Experience

• 1-3 years experience providing help desk services or similar type service preferred
• Experience in diagnosing, troubleshooting, end user support both in person and remotely preferred
• Experience with desktop and mobile operating systems (e.g. Mac OS X, Windows, IOS, Android, Linux etc.)
• Ability to track individual progress and complete individual tasks assigned by a supervisor or self
• Must possess and maintain a Utah drivers license
• Must be team oriented

Personal Attributes

• Strong team oriented character
• Must maintain a positive service pattern
• Must have excellent communication skills, both written and verbal
• Must possess an ability to collaborate and communicate clearly and effectively with all employees
• Must maintain the ability to meet deadlines
• Must possess a high degree of analytical and troubleshooting abilities
• Must be able to work well and maintain composure under the pressures of a dynamic and fast-paced environment

Contract: Full-time, 8 hrs per day, year-round employment Benefit Eligible FY27 Support Professional Salary Schedule; Starting: Rate 2, Level F $23.54