Technology - Help Desk

Position Description

POSITION TITLE: Help Desk Support Technician

FLSA Non-Exempt

QUALIFICATIONS:

• A+ Certification or equivalent experience

• Good oral and written communication skills

• Customer service experience (call center experience preferred)

• Hardware troubleshooting skills

• Excellent software skills

• Operating System experience (Windows 7)

• Excellent knowledge of desktops, laptops, and other common peripheral devices

• Experience creating and deploying disk images

• Knowledge and experience with hardware warranty procedures

• Ability to monitor computer technology service and repair

• Self-motivated

• Ability to lift up to 40 lbs up to a height of 4 feet occasionally

REPORTS TO: Technology Support Manager

TERMS OF

EMPLOYMENT: Twelve month (261 days) with benefits provided according to Classified Agreement.

ESSENTIAL JOB FUNCTIONS:

• Provide technical support for computer users via phone.

• Maintain/update work order system and communicate work order priority and status to end users.

• Effectively diagnose and troubleshoot malfunction of computer or network devices relating to user error, faulty hardware, or software/server/network issues.

• Communicate effectively with staff and students regarding maintenance of technology.

• Effectively diagnose and troubleshoot malfunction of hardware devices, including printers, scanners, barcode readers, digital cameras, etc.

• Disaggregate service-related data to discover trends and recommend process modifications for technology service.

• Actively monitor and report compliance with the district’s technology service level agreement.

OTHER JOB FUNCTIONS:

• Lead special technology projects as required.

• Attend meetings and trainings as scheduled.

• Other duties as assigned.