1.0 FTE Service Desk II-Information Technology Department

Class Summary: Ensure District provided technology systems and applications support customer needs and ensure they are able to accomplish their tasks. This includes actively resolving escalated customer requests. Resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual provide remote assistance to customers district-wide. Provides support to associated department/school users in troubleshooting and developing reports as needed. Has the ability to manage multiple high priority tasks. Works independently and in a team setting, sharing information and assisting others as needed. Distinguishing Characteristics: Duty No. Essential Duties 1 Provides Level 1 and Level 2 support for assigned systems and intranet/internet 2 Identify and learn appropriate software and hardware used and supported by the organization 3 Develops simple and complex reports and/or queries using report writing software 4 Utilizes the IT ticket system to track work requests and problems 5 Email/Active Directory account administration 6 Develops and or assists in training of associated software 7 Report essential network services status to appropriate point person 8 Manage servers, applications, integrations and/or takes on complex projects 9 Troubleshoots software, report, and hardware problems 10 Assists in developing and maintaining documentation including but not limited to Maintenance and How To guides 11 Evaluate documented resolutions and analyze trends for ways to prevent future problems 12 Alert management to emerging trends in incidents 13 Assist in software releases and roll-outs and communication to customers 14 Assist faculty/staff with basic use of business/curriculum software, Other duties as assigned

Knowledge: Must have the knowledge to manage network devices such as Macs or PCs, Mobile Devices, Ethernet, Printers, Servers, Wireless, and Microsoft. Extensive knowledge of Access, Excel and scripting methods and processes required. Exceptional written and oral communication skills as well as documentation skills. Skills: (position requirements at entry): Is able to work independently to identify and problem solve a multitude of technical tasks, including, but not limited to; desktop computers, servers, software or other identified network hardware. Must have the skills to develop and train users on proper network procedures and applications. Ability to write clear and accurate documentation for both end-users and technical staff. Ability to follow written documentation and oral direction. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Training and Experience (position requirements at entry): Bachelor’s Degree in Computer Science or Related field preferred. Four (4) years of managing enterprise network level software preferred. Four (4) years of experience in working with PC’s and peripherals in an enterprise network preferred. Licensing Requirements (position requirements at entry): Must have a valid Alaskan Driver’s License. Physical Requirements: Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.