Help Desk Agent

Technology Assistant/Help Desk Technician

The Technology Assistant/Help Desk Technician works with the Director of Technology to coordinate activities related to accomplishing the goals of the department and the district. This position also works with the Manager of End User Services to support district staff with technology needs via the help desk.

Job Functions:

• Respond to technology inquiries via phone or helpdesk tickets for areas including, but not limited to, assisting users with forgotten passwords, unlocking accounts, BenQ boards, document cameras, etc.
• Maintain the ticket management system including logging, tracking, and managing support requests in the system, escalating complex problems to higher-level support teams.
• Assist the Director of Technology with duties as requested. Review mail, answer phones, coordinate meeting schedules, and research and prepare information for appointments or correspondence.
• Prepare correspondence including the drafting of routine memos and letters for the Director of Technology.
• Assist with various meetings including preparing agendas, sign-in sheets, and minutes.
• Assist with the bid process for technology including but not limited to preparing, posting, opening, responding, and filing.
• Schedule and coordinate work with third-party vendors and internal contractors.
• Process and maintain payroll for the Technology Department.
• Assist with job postings, schedule interviews, complete internal paperwork, and new-hire onboarding.
• Assist with general and bond purchasing activities including obtaining quotes/proposals, creating requisitions, sending orders to vendors, receiving orders, and submitting invoices.
• Interact with co-workers, administration, students, parents and the community in positive, supportive, and cooperative ways.
• Perform other duties as requested.

Preparation, Training, Education and Experience:

• High School Diploma, Associate's degree preferred.
• Three or more years' experience in an Administrative support position.
• Experience in a "client-facing" role coaching non-technical users, including but not limited to, digital workflows such as password rests or submitting helpdesk tickets.
• Demonstrated proficiency with computers required. Working knowledge of Windows-based programs (word processing, spreadsheets and presentation software), required. Working knowledge of the District's e-mail, payroll and financial systems preferred or the willingness and ability to learn.
• Demonstrated excellent customer service skills.
• Demonstrated experience in prioritizing several concurrent projects, working independently with minimal supervision and successfully meeting deadlines.
• Demonstrated excellent communication skills, verbal and written.
• Demonstrated ability to work with confidential information and maintain a high degree of confidentiality.
• Demonstrated ability to write reports and business correspondence and procedures.
• Demonstrated ability to define problems, collect data, establish and analyze facts and draw valid conclusions.
• Demonstrated knowledge of general office procedures.
• Demonstrated flexibility and ability to work under pressure.
• Demonstrated good attendance and punctuality.
• Demonstrated ability to participate as a member of the team.
• Demonstrated ability to work in a diverse environment.

Physical Requirements:

While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk, hear (in a quiet or noisy environment). The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust/focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The noise level in the work environment is usually loud to moderate. Work may be performed indoors and/or outdoors. The employee is directly responsible for the safety, well-being and work output of students. Travel may be required.

Mental Functions:

While performing the duties of this job, the employee is required to compare, analyze, communicate both orally and in writing, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile and negotiate.

Terms of Employment:

The employee will remain free of any alcohol or drugs throughout his/her employment with the district as outlined in Board Policy #4210.

The Forest Hills Public School District does not discriminate on the basis of race, color, national origin, religion, age, sex (including pregnancy, gender identity, or sexual orientation), marital status, disability, genetic information, or any other legally prohibited basis in its employment decisions or the provision of services.