Helpdesk Specialist Journeyman

Roles and Responsibilities Include:

Resolve technical issues and closing out assigned.

Service/Incidents requests within the agency's Service Level Agreements.

Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources.

Provide assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems (both

Windows and Apple), off-the-shelf products (e.g. Microsoft Office, Project, Visio, Outlook) and endpoint management tools.

Log and route service requests and incidents in an incident management system.

Provide a high level of customer service to end users on a daily basis.

Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications.

Troubleshoot issues related to agency specific applications and web applications.

Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets.

Collaborate with the IT leadership team to test and implement cost effective technology for District.

Maintain service level agreements related to Desk Side support Service/Incident requests.

Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.