Technician Level 2 - IT Help Desk

The responsibilities for this position include diagnosis and resolution of advanced technical issues, including account, application, software and system support for all staff, board members and guests. Another primary function is to specialize in specific support areas for the district’s technology needs and provide escalation paths for the Help Desk for those areas. Also to utilize applications with greater permission levels and risk levels to improve first level resolution., * To provide direct technical support for more advanced issues for all users;

• Specialization in specific support areas for the district’s technology needs and provide escalation paths for the Help Desk for those areas;

• Collaborate with other CCSD Technology staff and District leaders;
• Develop support documentation for the assigned application/hardware specialization;

• Communicate with CCSD personnel and IT staff via email, telephone and through work order system in a professional manner with timely and accurate information;

• Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs., * Review current developments, literature and technical sources of information related to position.

• Identify learning opportunities and improvements.
• Provide feedback regarding technical issues to the appropriate staff member.
• Follow established safety measures
• Must be able to process calls expeditiously

• Utilize IT ticketing system, provide support with documentation including FAQ’s, instructions, procedures, and knowledge-based articles.

• Provide updates, status and completion information to supervisor after the completion of training of new Help Desk Technicians
• Use reason, logic and IT skills to prioritize and solves technology problems in an expeditious manner.
• Perform all other duties as assigned by the Supervisor.
• Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs

EDUCATION: High School Diploma or Equivalent Associate’s Degree Bachelor’s Degree

Master’s Degree Other, * Three (3)+ months of experience working within an IT technical environment for an Education Organization and a High School Diploma or Equivalent.

• One (1)+ years of experience with telephone support
• Strong sense of discretion and confidentiality required., High School Diploma or Equivalent

Associates Degree

Bachelors Degree

Masters Degree, JOB PURPOSEREASON EDUCATION High School Diploma or Equivalent Associates Degree Bachelors Degree REQUIRED QUALIFICATIONS Masters Degree Other EXPERIENCE TRAINING, * Valid Driver’s License with satisfactory driving record., * Self-motivated achiever who is committed to quality customer service.

• Help Desk Experience required - able to quickly and remotely, resolve problems under pressure
• Strong analytical and troubleshooting skills with a high degree of initiative, mature judgment, and discretion.
• Strong ability to multi-task, manage and appropriately prioritize multiple tasks
• Must possess effective verbal and written communication skills
• Ability to communicate technical information to non-technical users.
• Proven ability to quickly learn new applications and technologies and apply that knowledge to training othersPREFERRED QUALIFICATIONS:

• Strong technical knowledge of hardware, (PC’s, macbooks, iPads, Chromebooks, Sound Systems, Document Cameras, interactive displays) * CompTIA A+ certification plus, CompTIA Network+ certification or an equivalent certification.

• Strong technical knowledge of printers, telecommunications/phone systems, * Working knowledge of how devices work in a Microsoft Active Directory environment.
• Working knowledge of basic network concepts (such as TCP/IP, LAN, WAN, wireless, VPN and IP telephony) * Experience working with device management systems such as JAMF, Google Console, and End Point Management
• Consistently seeks to develop skills needed to be prepared for future., * Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other components.
• High degree of stress at times.
• Ability to manage deadlines and work independently.
• Strong sense of discretion and confidentiality required.

NonCertified Administrator Certified Administrator NonExempt Hourly TeacherPosition type Grade to be completed by HR