Help Desk Analyst
Help Desk Analyst
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Job Description
ROANOKE CITY PUBLIC SCHOOLS JOB DESCRIPTION
JOB TITLE: Help Desk Analyst
GENERAL STATEMENT OF JOB
The Help Desk Analyst will provide direct technical assistance and support to Roanoke City Public Schools (RCPS) staff for network hardware and software issues. Coordination with Help Desk Analysts Systems Engineers Coordinators and Directors is essential. Duties include installing and maintaining computer systems including but not limited to software and hardware on desktops and laptops support for interactive panels providing network printer support meeting with staff to provide oneonone technical assistance as needed/requestedand providing training to staff on software and hardware use. This position requires strong technical and analytical skills and a focus on delivering excellent service and taking ownership of Help Desk tickets until the issue is resolved. This is a level1 position that reports to a Technology Coordinator.
SPECIFIC DUTIES AND RESPONSIBILITIES
ESSENTIAL JOB FUNCTIONS
- Monitors completes and escalates (as necessary) Help Desk requests answers inquiries and solves system problems.
- Configures installs and supports laptops desktops printers audiovisual equipment interactive panels and other hardware and software as required.
- Escalates Help Desk tickets to Network Engineers as necessary and stays on task to perform necessary duties to support the resolution of tickets.
- Consults with technology staff and vendors and escalates issues appropriately for assistance in the evaluation and recommendation of solutions to solve operational performance and business problems related to systems.
- Recommends changes in policies and procedures to take advantage of network software and hardware capabilities. Assists in the analysis design and delivery of new technologybased solutions.
- Provides 24X7 support as requested by management.
- Assists staff with understanding the use and application of more complex system functions.
- Acts as main point of contact for the Districts information systems.
- Stays on task to perform necessary duties to support resolution of tickets in a reasonable period.
- Assists with maintaining an accurate inventory of hardware devices and documentation.
- Ensures systems are effectively prepared for Standards of Learning (SOL) Testing.
- Maintains technology areas and ensures working spaces are orderly and secure.
- Supports the management team with management of assigned projects.
- Maintains open communication and positive working relationships with staff.
- Records activities solutions and other responses to request for service.
- Performs other duties as assigned.
MINIMUM TRAINING AND EXPERIENCE
A High School degree is required. An associate degree or technical school is preferred with supplemented coursework in information systems. Possession of a valid drivers license.
MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORMESSENTIAL JOB FUNCTIONS
Physical Requirements: Must be physically able to operate a variety of equipment including computers copiers adding machines etc. Must be physically able to operate a motor vehicle. Must be able to exert up to 10 pounds of force occasionally and/or a negligible amount of force constantly to lift carry push and pull or otherwise move objects including the human body. Light work usually requires walking or standing to a significant degree.
Data Conception: Requires the ability to compare and/or judge the readily observable functional structural or composite characteristics (whether similar or divergent from obvious standards) of data people or things.
Interpersonal Communication: Requires the ability to speak and/or signal people to convey or exchange information. Includes giving instructions assignments or directions to subordinates or assistants.
Language Ability: Requires the ability to read a variety of correspondence reports forms newsletters schedules manuals invoices requisitions menus recipes journals etc. Requires the ability to prepare correspondence reports forms evaluations procedures charts surveys articles bid specifications brochures news releases handbooks budgets etc. using prescribed formats and conforming to all rules of punctuation grammar diction and style. Requires the ability to speak before groups of people with poise voice control and confidence.
Intelligence: Requires the ability to apply principles of logical or scientific thinking to define problems collect data establish facts and draw valid conclusions; to interpret an extensive variety of technical instructions in mathematical or diagrammatic form; and to deal with several abstract and concrete variables.
Verbal Aptitude: Requires the ability to record and deliver information to explain procedures to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of technical or professional languages including medical legal accounting and marketing terminology.
Numerical Aptitude: Requires the ability to utilize mathematical formulas; to add and subtract; multiply and divide; utilize decimals and percentages; and to apply the principles of algebra and geometry.
Form/Spatial Aptitude: Requires the ability to inspect items for proper length width and shape.
Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using office equipment.
Manual Dexterity: Requires the ability to handle a variety of items such as office equipment and hand tools. Must have minimal levels of eye/hand/foot coordination.
Color Discrimination: Requires the ability to differentiate between colors and shades of color.
Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with emergency situations.
Physical Communication: Requires the ability to talk and hear: (Talking: expressing or exchanging ideas by means of spoken words. Hearing: perceiving nature of sounds by ear. Must be able to communicate via telephone.
KNOWLEDGE SKILLS AND ABILITIES
- Knowledge of Office365/Microsoft 365 and the Internet.
- Provides excellent customer service to District students and employees.
- Demonstrates strong knowledge of the principles and practices of system related tasks and information.
- Demonstrates the ability to effectively communicate technical information in a nontechnical manner both orally and in writing
- Selfstarter with strong work ethic.
- Ability to effectively coordinate tasks and priorities.
- Strong initiative high energy level and good verbal and written communication skills.
- Ability to work well in a team environment.
- Ability to work under minimal supervision.
- Commitment to the mission of RCPS and the goals of the Technology team.
DISCLAIMER
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees to this job.
Required Experience:
IC
Employment Type
Full-Time
