2024-2025 Specialist I Help Desk- Information Technology
2024-2025 Specialist I Help Desk- Information Technology
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Job Description
Job Title: Specialist I Help Desk
Department: Information Technology
Pay Grade: I200
FLSA Status: NonExempt
Reports to: Manager IV Information Systems Support
GENERAL PURPOSE
Responsible for providing support for all users of District technology and information systems (student and business management); analyzing problems and issues related to the information systems and related technology; and providing high quality remote customer service.
ESSENTIAL JOB FUNCTIONS
- Answer incoming support calls as the first point of contact for all technology related concerns and attentively listen to assess customer needs providing timely and effective solutions that align with the districts service standards to resolve issues.
- Respond to incoming support email requests promptly offering effective responses tailored to meet the unique requirements of each customer.
- Maintain documentation on support calls support emails and create and update knowledge base articles that empower users to independently resolve common issues.
- Communicate service issue resolution statuses to all stakeholders ensuring transparency and keeping all stakeholders informed throughout the incident resolution process.
- Provide support for a wide range of software applications including but not limited to the districts learning management system email system and other essential software utilized across the district.
- Resets passwords for students and staff ensuring secure and seamless access to various applications maintaining data privacy and security standards.
- Open and manage trouble reports escalate hardwarerelated incidents to the appropriate technology teams and district vendors and facilitate the seamless coordination required for swift resolutions.
- Offer device support to staff and students assisting them in leveraging technology tools effectively to fulfill their roles.
- Actively participate in ongoing professional development to stay updated on the latest software applications and technology trends.
- Provide training and guidance to users on common software applications ensuring that they are wellequipped to leverage technology tools effectively and independently resolve basic issues.
- Adhere to all team and department Service Level Agreements (SLAs) to ensure timely and efficient resolution of issues and requests.
- Perform other related duties as required or assigned.
QUALIFICATIONS AND REQUIREMENTS
Education and Experience
- High School Diploma or its equivalent.
- Minimum of two 2 years of jobrelated experience is required.
Certificates Licenses and Other Special Requirements
- Help Desk International (HDI) certification preferred.
- CompTIA A certification preferred.
- Must pass a Criminal Background Clearance the results of which must be satisfactory to the District required.
Knowledge Skills and Abilities
- Knowledge of algebra and/or geometry; review and interpret highly technical information write technical materials and/or speak persuasively to implement desired actions; and analyze situations to define issues and draw conclusions.
- Knowledge based competencies required to satisfactorily perform the functions of the job include current legacy and emerging operating systems; software applications; data security processes and methodology.
- Skill to perform multiple technical tasks with a need to routinely upgrade skills in order to meet changing job conditions.
- Skill based competencies required to satisfactorily perform the functions of the job including: utilizing pertinent networks applications operating system monitoring and troubleshooting software; adhering to safety practices; effective verbal communication skills to assist others in troubleshooting everyday technology issues; and preparing and maintaining accurate records.
- Ability to read technical information compose a variety of documents and/or facilitate group discussions.
- Ability to analyze situations to define issues draw conclusions and create action plans.
- Ability to schedule a number of activities meetings and/or events; gather collate and/or classify data; and use jobrelated equipment.
- Ability to work with others under a wide variety of circumstances; working with data utilizing defined but different processes; and operate equipment using defined methods.
- Ability to work with diverse individuals and/or groups.
- Ability to collaborate and communicate effectively.
- Ability to apply critical thinking/problem solving to improve work processes.
- Ability to convey technical information to nontechnical audiences.
- Ability to maintain confidentiality; set priorities; meet deadlines and schedules; work with detailed information; and adapt to changing priorities.
- Ability to work as part of a team; adapt to changing priorities; and apply logical processes and analytical skills.
Working Conditions and Physical Requirements
- Work environment is primarily inside where the noise and temperature levels are moderate.
- The work is light work that requires exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force to move objects.
- Must possess the physical ability to perceive the nature of sounds make rational decisions through sound logic and deductive processes express or exchange ideas by the spoken word substantial movements (motions) with the hands wrists and/or fingers and discern letters or numbers at a given distance.
- Additionally the following physical abilities are required: balancing climbing crawling crouching feeling grasping handling hearing kneeling manual dexterity mental acuity reaching repetitive motion speaking standing stooping talking visual acuity and walking.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
