Help Desk Technician

• Resolves common issues with end user technology including laptops, desktops, tablets, mobility devices, A/V equipment and printers
• Refurbishes and repairs end user technology and identifies all resources required to return equipment to service
• Actively monitors IT service management software to identify technology incidents and provide a timely response to technology service requests
• Identifies incidents requiring expedited resolution and escalates incidents to Help desk Supervisor when necessary
• Accepts direction from the Director of Information Technology to prioritize incidents and projects
• Records accurate and complete documentation of incident resolutions within IT service management software system
• Maintains accurate and complete documentation of end user technology equipment within IT asset management software system
• Responsible for communication incident resolutions to requestor and all identified stakeholders
• Understands and implements procedures for new equipment deployment and inventory equipment redeployment
• Completes special project as assigned

• Bachelor’s degree
• Valid driver’s license and vehicle
• Must hold permanent residency in the United States

Preferred Qualifications:

• 1-2 yrs. experience working in help desk field or related work
• Certified A+ and Network+

Physical Demands

Nature of work requires an ability to operate standard business office equipment. Requires ability to communicate and exchange information, collect, compile and prepare work documents, set-up and maintain work files. Physical demands require the ability to stand, bend, reach high and low, stoop, and walk around the classroom 60% of the day. In addition, walking up and down stairs several times a day. Must be able to lift 15 to 20 pounds for short periods of time and push and pull 15 to 20 lbs.

Majority of work is performed in a general office environment. Position requires availability for extended hours plus non-traditional hours required to perform job duties. Also requires participation and attendance at organization-sponsored events and meetings.

NOTE: The foregoing list of essential duties and responsibilities is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

Acero Schools is committed to a policy of equal treatment for all individuals. Acero Schools does not discriminate on the basis of race, color, gender, handicap, age, religion, sexual orientation, or national or ethnic origin.