Help Desk Support Technician (Edustaff)

Customer Support Specialist

Reports to: Help Desk Coordinator

Work Year: 52 weeks

Create a positive customer support experience with professional attitude.

Provide technology support to end-users in a centralized desk environment and on-site at school facilities.

Provide telephone support, electronic requests, assist users.

Open, track and close trouble tickets.

Track/document issues and resolutions.

Troubleshoot, configure, install and maintain a variety of software applications.

Configure computer systems, diagnose hardware/software faults and solve technical problems.

Support and troubleshoot: basic connectivity and peripheral equipment; basic phone issues and typical office and audio-visual equipment (elmo, projectors, and sound system).

Replace electronic components as needed.

Provide support/training for district systems and applications.

Create system, application and process documentation.

Contribute to the development, maintenance, and enforcement of standards, processes, and procedures.

Work within established standards and guidelines with minimal supervision.

Demonstrate proactive and accountable attitude and promote end-user satisfaction.

Provide occasional on call service during nights, weekends or special events as required.

Acquire and maintain current knowledge of relevant products (software and hardware) and support policies.

Perform diagnostic tests to resolve problems.

Other duties as assigned by supervisor.

Lift equipment up to 50 lbs.

Strong interpersonal, oral, written & listening skills.

Able to read, write, and speak English fluently and courteously; interact positively/appropriately with students, employees and the public; handle special duties/situations as necessary.

Valid driver's license and reliable transportation.

Ability to: Manage multiple tasks, understand dependencies between tasks, and organize workload effectively.

Prioritize work to meet expectations and deadlines.

Provide informal training to end users and a professional level of support in difficult situations.

Quick learner.

Experience with Multimedia peripherals, projection systems/document cameras preferred.

Demonstrated critical thinking/problem solving ability.

Willingness to continue technical skill development.

High personal work ethic and dedication to excellence in performance of duties.

Able to work well in a team environment.

Two years previous experience in customer support, computer operations, or related area.

Associates Degree in computer-related field desired.

Bachelor's Degree preferred.

Experience with PC and iOS Operating systems and applications.

Desktop support, maintenance, and troubleshooting, Cloud Technologies.

Certification: CompTIA A+; CompTIA Network+ preferred.

Applicants must apply online at Please scan and upload your cover letter, resume, transcripts, credentials and letters of recommendation to your online application.

NONDISCRIMINATION It is the policy of the Utica Community Schools that no person on the basis of race, color, religion, nation origin or ancestry, age, sex, marital status or handicap shall be discriminated against, excluded from participation in, denied the benefits of or otherwise be subjected to discrimination by this educational agency.