Help Desk Specialist

Ensures adequate response to client requests for technical support. Receives, classifies, and provides technical support, troubleshooting, and assistance to users on common-to-specialized computer hardware and software problems, network issues, audio-visual support requests, cabling requests. Provides one-on-one and end-user training., Researches, troubleshoots, documents call, user-support requests, and inquiries regarding questions and problems associated with providing upper-level technical support to all Mesquite ISD employees and students on a variety of technologies including, but not limited to, use of word processing; spreadsheet; database; graphics; help desk software; e-mail; network management software; internet; e-mail; asset inventory; and computer hardware Creates, maintains, and distributes work orders to desktop, network, audio-visual, installation, phone, and asset, through ticketing system Write and maintain documents that provide resolutions to computer and software related problems for technicians and clients Creates and manages voicemail for Mesquite ISD’s enterprise phone system Receives, verifies, and processes new user account requests. Contacts departments to verify names and other information and conduct basic computer orientation Assists in monitoring district software licenses compliance Diagnoses issues and routes unresolved issues to the next level of support Guides clients through Information Technology technical problem-solving process Resetting faculty, staff, and students network passwords Provides support in person, over the phone, or via remote access Performs other duties as assigned

Education/Certification: High School Diploma or GED Valid Texas driver’s license

Special Knowledge/Skills: Requires a working knowledge of personal computer hardware, peripherals, audio-visual devices, cabling, networks, network equipment, and telecommunication equipment Requires basic-to-working knowledge of features and characteristics of a variety of software such as but not limited to word processing, spreadsheet, database, graphics, help desk software, remote access software, e-mail, network management, Student Information Systems, Enterprise Resources Planning (ERP) systems, and system utilities Requires basic knowledge of operating systems configuration, networks, network equipment, and telecommunication equipment Requires a working knowledge of computer hardware and software inventory tools Requires technical writing skills to document and convey troubleshooting steps in easy-to-learn formats Requires communication skills to conduct one-on-one demonstrations and technical assistance over the phone and in person on the use and application of common software Requires excellent organizational, communication, and interpersonal skills

Experience:

Minimum of 3 years’ experience troubleshooting electronic devices in an enterprise environment preferred Experience working with Enterprise level applications especially HelpDesk management software, Ability to work in a high-pressure environment Strong ability to multi-task Occasional prolonged and irregular hours Communicate well in both oral and written form

Physical demands/environmental factors: Requires the ability to function indoors in an office environment engaged in work of primarily a sedentary nature Requires arm-hand-finger dexterity to use a keyboard and pointing device for operating a microcomputer Requires the near visual acuity to write and read written materials and computer screens Requires the ability to use hearing and speech for personal and telephone IT conversations