Information System Technician - Help Desk

MTA, Inc is currently seeking an IT System Technician (Help Desk) to support Huntsville City Schools. Responsibilities: In your role as IT System Technician (Help Desk), you will be responsible for:

• Receives telephone, electronic, and personal communications from HCS staff, students, parents, and others regarding inquiries and issues with district-owned hardware, software and web-based applications, networking, and other technology and provides direct customer support to assist in resolving concerns and/or directing to the appropriate department.
• Performs question and problem diagnosis to evaluate customer needs and determine source of error; guides end-users through step-by-step procedures in a user-friendly manner for the purpose of troubleshooting, providing training, and reaching effective solutions to maintain productivity.
• Prioritizes incoming requests for assistance and escalates issues of a more complex nature to the appropriate HCS employee when necessary.
• Utilizes the school district’s online work order management system to enter and update work orders regarding technology device/equipment malfunctions, maintenance issues, and operating errors; routes service requests and ensures accurate assignment of work orders to the appropriate department.
• Tracks work orders, maintains service logs, runs reports, and communicates effectively with other HCS departments and outside vendors and contractors to ensure prompt assistance and timely resolution.
• Remains current on technology trends and advancements in order to provide end-users with information regarding technology and system capability developments, procedure modifications, and other related changes; researches and recommends solutions and resources as applicable.
• Performs administrative duties and routine functions (e.g., student/staff account creation and updates, file permission changes, user additions, password resets, login issues, etc.) for a variety of district databases and software applications while maintaining compliance with the Family Educational Rights and Privacy Act {FERPA).
• Contributes actively in the development and preparation of written instructions, detailed procedures, user manuals, training guides, frequently asked questions documentation, etc. for the purpose of providing standard points of reference and resources for problem resolution related to the use of district technology.
• Participates in a variety of approved staff development activities, including technical and customer service training, to address professional learning needs.
• May perform on-site, hands-on troubleshooting and technical support for HCS employees within the central office to resolve less complex issues such as minor desktop hardware repairs (e.g., printers, keyboards, laptops, etc.), network connection failures, or software application problems.
• May serve as a member of project teams for software implementations and/or upgrades.
• May require varying work hours and scheduled days.
• Performs other job-related duties as assigned.

• Self-motivated individual with strong customer service and communication skills.
• Ability to learn.
• Working knowledge of PC hardware, networking protocols, and mobile operating systems.
• Familiarization with Google Chrome Applications.
• Familiarization with troubleshooting and setup of printers, laptops, and network equipment.

Requirements:

• High School Diploma and 1 year of experience in end-user phone support for PC desktop and application software.
• Lift packages up to 10 lbs.
• Sitting most of the time.

MTA INC is a Woman-owned Small Business providing a broad range of professional engineering and technical services to U.S. military and space programs. We have for over 34 years built our company upon our core values of trust, respect, accountability, and teamwork. MTA is committed to attracting, hiring, and retaining a diverse and talented workforce who can successfully execute contract requirements and deliver high-quality products and services to our customers.