Help Desk Technician – Technology Services

The Help Desk position is the first point of contact for all district staff seeking technical assistance for technological issues related to district network, hardware, applications, and software. Responsible for phone support, technology problem evaluations, and prompt distribution of technology-related work orders.

Qualifications:

Education/Certification

Associate’s degree in technology-related field or equivalent technical institution certificate preferred

Special Knowledge/Skills

Strong interpersonal and communication skills and the ability to work effectively with a wide range of people.

Skilled in the use of a computer as a productivity tool and possesses working knowledge of email, Internet web browsing, and the Microsoft Productivity Suite.

Must be customer service oriented, courteous and polite.

Good verbal, telephone, and written etiquette.

Working knowledge and understanding of a broad range of desktop-based hardware and software and basic networking concepts.

Able to follow instructions, work under supervision, and multi-task.

Ability to effectively work in a team environment.

Effective and efficient troubleshooting and problem solving skills.

Must be reliable and possess good organizational skills.

Ability to enter and access information from a computer.

Ability to operate general office equipment such as computers, copiers, fax, etc.

Major Accountability:

• Primary responsibility is user support and customer service. Be present and visible at the Help Desk and available to users requiring technical assistance.
• Respond to questions from callers, e-mailers, and walk-ins; remotely assist staff with technology problems in offices and classrooms, and assist in person if applicable.
• Assign repair request to correct department and/or technician as needed.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Help Desk operating procedures; accurately log all Help Desk tickets.
• Attend all Desktop/Network Services meetings.
• Become familiar with available help resources; stay updated on campus technology changes or problems.
• Become familiar with TISD policies, services, and staff.
• Direct calls to appropriate TISD staff as necessary.
• Maintain reasonable discipline and decorum at the Help Desk and computer lab areas.
• Other duties as assigned by the Desktop/Network Services Manager or Director of Technology Services.

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors

Ability to lift, move, and inspect computers, printers, and other related equipment.

Capable of sitting for prolonged periods of time at a computer screen; as well as repetitive hand motions; moderate lifting up to 50 pounds.

Wage/Hour Status: Non-Exempt

Pay Grade: Administrative Support 5

Days: 226

Reports to: Director of Technology Services