Help Desk Technician

Job Summary: The Help Desk Technician provides first-line technical support and outstanding customer service to district staff and students. This position serves as the primary point of contact for technology assistance resolving technical issues while delivering a positive professional and customer-focused support experience.

Working closely with the Help Desk Supervisor Building Technicians Endpoint Services Information Systems and other Technology Services teams the Help Desk Technician responds to service requests troubleshoots technology issues supports district hardware and software and ensures customers receive timely and effective assistance.

Job Responsibilities:

Customer Support

• Serves as the primary point of contact for technology support requests from district staff and students.
• Delivers professional courteous and customer-focused technical support.
• Troubleshoots and resolves hardware software and peripheral issues.
• Documents service requests resolutions and customer interactions using the districts IT Service Management (ITSM) platform.
• Communicates clearly with customers regarding issue status expectations and resolutions.

Technical Support

• Supports Windows and Apple endpoint devices.
• Supports Microsoft and Google productivity applications standard district software and end-user technology.
• Supports printers peripherals classroom technology and standard district software.
• Performs workstation setup deployment replacement and basic hardware troubleshooting.
• Assists with password resets and user account support in accordance with established procedures.
• Escalates complex technical issues to the appropriate Technology Services team.

Operational Support

• Assists with technology deployments equipment moves and district technology initiatives.
• Maintains accurate asset and inventory records.
• Contributes to the development and maintenance of Help Desk documentation and knowledge base articles.
• Identifies recurring issues and communicates trends to the Help Desk Supervisor.
• Maintains an organized and professional work environment.

Collaboration

• Collaborates with Building Technicians to coordinate on-site support activities.
• Coordinates with Endpoint Services regarding endpoint-related issues.
• Works with Information Systems to resolve enterprise application support requests.
• Supports district technology projects as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Minimum Requirements:

• Associates degree in Information Technology or equivalent work experience.
• Two (2) years of experience providing technical support in a customer service environment.
• Experience supporting Windows and Apple devices.
• Strong troubleshooting communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Experience supporting technology in a K12 educational environment.
• Experience using an IT Service Management (ITSM) platform.
• Experience supporting Microsoft and Google productivity applications.
• Experience supporting classroom technology and end-user devices.

Physical Requirements:

While performing the duties of this job the employee is regularly required to stand walk talk or hear. The employee frequently is required to use hands to handle or feel materials. The employee is occasionally required to sit; climb or balance; and stoop kneel crouch or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus .

Required Experience:

IC