Help Desk Technician

Help Desk TechnicianProvide a single point of contact for all district staff to resolve problems relating to computer and communications-related services. Responsible for phone support, technology issue evaluation, and distribution of technology-related work orders.Major Responsibilities and Duties:Telephone Support1. Receive phone calls and work cooperatively to assist end-users to resolve problems and use software and hardware. Communicate with software and hardware vendors to resolve end-user problems.Technical Support2. Process technology-related work orders and assign priority to work orders.3. Analyze and identify trends in issue reporting and devise preventative solutions.4. Remote into devices to assist end users with technical issues.Records and Reports5. Maintain phone log records and use data to identify areas for improvement including training and maintenance support.6. Track all software materials and licenses, performing routine inventories and filing.7. Compile, maintain, and file reports, records, and other documents as required.Other8. Comply with policies established by federal and state law, State Board of Education rule, and local board policy.9. Follow district safety protocols and emergency procedures.Supervisory Responsibilities:May be responsible for on-site leadership of computer technicians.Mental Demands/Physical Demands/Environmental Factors:Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals; will need to use personal vehicle; may be required to use personal cell phone.Posture: Prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twistingMotion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reachingLifting: Moderate lifting and carrying (up to 44 pounds)Environment: Occasional prolonged and irregular hours; occasional district-wide travelMental Demands: Work with frequent interruptions; maintain emotional control under stressThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive description of all work requirements and responsibilities. Additionally, the minimum level of education noted as a requirement could be supplemented by commensurate experience and/or certification(s) as determined by the hiring manager.