IST - Analyst - Help Desk

This position exists to provide support and training for users of instructional technologies including preparation of documentation, training materials, procedures manuals, media, purchasing information and troubleshooting of hardware/software, Assist in developing electronic user guides and instructional technology training manuals. Assist in scheduling and implementing training on the effective use of instructional technologies for district and school staff.

Develop documentation and graphics to support presentation to users. Create instructional technology surveys and monitor/analyze data. Assist in troubleshooting, providing solutions and resolving issues related to district and school instructional technology and television projects. Work with technology vendors on acquiring quotes. Create technology requisitions. Refer the problems to the appropriate source when unable to provide resolutions. Monitor and evaluate effectiveness of technical assistance and assigned training program. Maintain inventory of software, digital devices and training materials, process orders for supplies and distribute materials as necessary. Assist in planning training for existing, upgraded, and new instructional technology applications.

Associate of science or equivalent training and experience. Bachelor’s degree in computer science or related field preferred. Three years experience using microcomputers, writing reference and user manuals, and/or delivery of training to adults.

Knowledge, Skills and Abilities

Extensive knowledge of Microsoft Office Suite and various instructional computer software applications. Ability to understand and interpret technical information and transpose relevant technical information into accurate, easily understood user documentation. Strong oral and written communication skills. Ability to communicate with all levels of employees. Bilingual/biliterate preferred.

Work Context

Requires sitting and some standing, walking and moving about to coordinate work. Requires face-to-face discussions and contact with students, individuals and/or teams. Requires the use of alternative communication systems, such as electronic mail, telephones and computers. Requires coordination of work tasks to establish priorities, set goals and meet deadlines. Requires work with both internal and external contacts, and with the public.

Physical Environment

Requires working indoors in environmentally controlled conditions. Requires sitting for the majority of the day, and the ability to lift, carry, move and/or position objects infrequently weighing up to 20 pounds.