Help Desk Technician

Install, configure, and maintain security cameras and related software. Provide on call, telephone and e-mail support to all technology users related to hardware, software, network applications and telecom user account administration. Enter and monitor issues using the Help Desk service management system until resolution, * Safely work above the floor to install, adjust, and maintain security cameras

• Maintain a safe work environment during installations
• Configure and maintain security camera software
• Safely use hand operated and powered tools
• Maintain accurate inventory of installed hardware
• Ensure service truck inventory and supplies are stocked
• Assist with Parent Portal issues via email and phone
• Answer incoming Help Desk calls, diagnose and resolve problem(s), or enter ticket into the help desk tracking system and assign appropriate support entity

• Monitor Help Desk email and voicemail box, resolve reported problems, or enter ticket into the Help Desk tracking system and assign appropriate support entity

• Monitor escalated calls to ensure that resolution is achieved according to the PISD service level agreements
• Create and maintain network/voicemail accounts as needed
• Maintain emergency 911 calling system with current telephone locations
• Monitor server and security camera status
• Assist with software compatibility testing
• Assist technical support staff with onsite upgrade/replacement and imaging process
• Troubleshoot all types of campus-based technology hardware and software
• Interact professionally, courteously and appropriately with all levels of district staff
• Follow all rules, regulations, and policies of Plano ISD and follow directives from supervisor
• Follow Technical Operations attendance/vacation policy as assigned by supervisor
• Perform other functions that may be assigned by the Administration and/or supervisor

• High school diploma or equivalency
• Post-secondary coursework/related program of study (preferred)
• CompTIA A+ certification (preferred)

Special Knowledge/Skills:

• Ability to install, configure, and maintain security cameras and related software
• Understanding of structured Ethernet cabling best practices in commercial environments
• Understanding of commercial building construction methods
• Ability to safely operate a district service vehicle
• Working knowledge of Microsoft Windows Active Directory
• Excellent communication, writing, and telephone skills
• Excellent/proactive problem-solving skills/analytical skills
• Excellent time management and organizational skills
• Driving record that is insurable with Plano ISD’s insurance carrier

Experience:

• One year experience supporting business hardware and software applications, including but not limited to security cameras, in a Microsoft Windows environment

• One year experience using basic hand and power tools, * Reading; ability to communicate effectively (verbal and written); maintain emotional control under stress, * Work with frequent interruptions; frequent standing, stooping, bending, kneeling, pushing and pulling; prolonged use of computer and repetitive hand motions; occasional lifting up to 50 pounds. Frequent ladder use above floor. Manual dexterity to complete projects in a craftsman manner; occasional exposure to inclement weather, including heat, cold, rain and snow.