Helpdesk Technician I
Helpdesk Technician I
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Job Description
FullTime and Permanent; NonExempt;7.5 Hours/Day;252 Days/Year; 12 Months/Year; Grade FF
General Responsibilities
Duties include being the first point of contact for persons contacting the Helpdesk in the entire district. Provide basic level 1/1.5 support taking customer calls live chats and emails to the enduser community on hardware. Helpdesk technicians maintain call logs resolve basic computing and applications issues escalate problems to appropriate secondlevel support groups and will be responsible for assisting with reporting and process improvement initiatives. Walks the user through a series of steps to determine the problem and classify the level priority and nature of the problem. Opens tracks and closes trouble tickets using issuetracking software. Ensures problem ownership and promotes enduser satisfaction. This position will require the individual to be onsite 5 days a week.
Minimum Qualifications Education and Experience
High school diploma or equivalent; an associate degree in information technology or related field is a plus. Relevant certifications or experience for IT Fundamentals (ex. CompTIA ITF or A). Considerable experience in Helpdesk customer support or related field. A customeroriented mindset with a strong commitment to providing exceptional customer service. 1 years experience in an enterprise organization supporting end users in Desktop Support and enterprise applications. Excellent phone skills: focused on quality customer service sets priorities; meets deadlines; able to multitask. Ability to communicate effectively both orally and in writing. Demonstrated knowledge of using ITSM application (preferred SolardWindsServiceDesk Demonstrated/strong knowledge of software: Windows 10/11; Active Directory; RSA Authentication Manager Cisco AnyConnect JAMF ZEN VMware; multifunctional printers; Internet Software (i.e. Edge; Firefox; Google Chrome) operating systems (Windows macOS) and software applications (Microsoft Office 365 products.
Essential Job Functions
- Provide Basic level telephone support to the enduser community.
- Ability to quickly learn new technology and applications and retain (absorb) to resolve issues independently
- The ideal candidate must be able to work in a fastpaced environment to help consistently provide highquality service and technical support to end users.
- Excellent analytical skills for efficient problem diagnosis and resolution (creative thinker).
- Strong accountability both individually to your work as well as to the team.
- Ability to work independently and collaborate effectively in a team environment.
- Inquisitive nature eager to learn new concepts and technologies.
- Eagerness to help customers and team members with a positive attitude.
- Deliver prompt and highquality customer service.
- Excellent verbal written and interpersonal skills.
- Ability to multitask in a fastpaced constantly changing environment.
- Must be a team player and able to work collaboratively with and through others.
- Effective listening skills and proper phone etiquette.
- Provides technical support consultation and troubleshooting for all district users including teachers staff students and other district staff on the implementation of technology.
- Log prioritize and track userreported issues in the helpdesk ticketing system. Opens tracks and closes trouble tickets using Helpdesk SolarWinds Service Desk software.
- Excellent organizational skills and ability to coordinate efforts with various functional areas within the district.
- Provide tierone technical support to endusers via phone email chat or inperson addressing hardware software and networkrelated issues promptly and professionally.
- Troubleshoot and resolve technical problems reported by endusers including diagnosing and resolving hardware and software issues performing system backups and ensuring data integrity.
- Create and update user accounts passwords and permissions in accordance with established procedures.
- Collaborate with senior IT staff to escalate and resolve complex technical issues ensuring timely and effective problem resolution.
- Troubleshoots complex problems requiring specialized expertise.
- Ability to read and comprehend technical manuals and solve complex problems promptly.
- Ability to work independently and without constant direct supervision.
- Ability to properly develop and maintain accurate documentation.
- Ability to make presentations or explain technical concepts to nontechnical professionals.
- Troubleshoot identify and resolve problems associated with application software and user/mail accounts as needed by district staff.
- Requires timely and regular adherence to established work schedule and a good attitude for reliable function of this position.
- Operating Hours: The Helpdesk operates from 7 AM to 5 PM on regular business days (Monday to Friday excluding company holidays)
- Oncall Support: Helpdesk technicians may be required to participate in an oncall rotation for afterhours and weekend support based on organizational needs.
- Flexibility: Flexibility in working hours may be required during peak times special projects holidays/seasonal periods or to accommodate organizational events or emergencies.
- UNUSUAL DEMANDS: Work is conducted in an office environment necessitating adjustments in the work schedule to accommodate workload projects and coworker leave and manage inflexible deadlines along with ongoing stress to ensure timely accurate and fully satisfactory completion of workload requirements.
- Performs any other related duties as assigned by the District Technical Support Supervisor (DTSS) and/or other appropriate administrators;
Required Experience:
IC
Employment Type
Full-Time
