Help Desk Technician, Technology

1. Log all requests for support from district personnel either by phone or by walkups on call tracking software. This log should begin upon initial contact with the customer and end when the customer’s service entry is resolved to afford accurate reflection of the time spent in providing resolution.

2. Provide problem resolution within established time frames using problem solving, telephone and customer service skills, along with documenting issues and steps taken to achieve resolution into the call tracking system (iSupport).

3. Provide technical support of hardware across the district with a special emphasis on assisting with district wide re-imaging projects and remote management of district equipment for high level issue resolution.

4. Provide technical support of software support of instructional and administrative applications across the district.

5. Provide first level technical support of networks across the district.

6. Install software for instruction and administrative applications.

7. Research creative solutions to existing and future needs.

8. Resolve technician problem calls, service requests, and chat requests within established time frames to meet Service Level Agreements (SLA).

9. Provide first level technical support to Technology Assistants.

10.Assist with other duties of the Technology Services office as assigned by the Performance Excellence Manager.

1. High school diploma or GED equivalent.

2. Computer-related experiences and required software experience with the following: Windows 7, Windows 8, Windows 10, MS Office, Internet Explorer, and Google Chrome.

3. Preferred Software experience with the following: iSupport Service Request Software, eSchool Plus, E- mail software (Microsoft Outlook preferred), and re-imaging software.

4. Hardware experience preferred including computer and printer setup (both local and network connectivity), tablet devices, projectors, display boards, and additional peripherals.

5. Previous experience in a Technical Customer Support Call Center preferred.

6. Previous experience in a Campus Technology Support role preferred.

7. Possess the ability to work under pressure and regularly meet deadlines.

8. Strong oral and written communication skills.

9. Genuine interest in helping others.

10. Willingness to pursue additional training and professional growth., Maintain emotional control under stress; tolerate moderate noise levels; work with frequent interruptions. Repetitive hand motions; prolonged use of computer.