Help Desk Technician
Help Desk Technician
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Job Description
Job Title: Technician-Help Desk
Location: IMS User Support located at theTeacher Administration Center 3215 Cuming Street Omaha NE 68131
Reports To: Director IMS User Support
Work Schedule/FLSA Status: 12-month / Exempt
Salary Schedule: Technician 4 - S26/91D
2024-25 Starting salary: $79783.94 / 2025-26 Starting salary: $81579.08
Salary credit may be awarded for applicable experience.
Position Purpose: This staff member will be responsible for providing assistance and support to district users via phone e-mail in-person and through remote computer support.
Essential Performance Responsibilities
- Support users via phone email remote and in person.
- Support users with basic computer and network problems answer questions on productivity applications monitor the status and completion of pending support requests and provide solutions to assist IMS in resolving future requests.
- Provide telephone assistance with regard to voicemail telephone operation and voice response systems.
- Troubleshoots and resolves software application peripherals and mobile device management-related issues or escalates to the subject matter expert as appropriate.
- Troubleshoots employee badge issues
- Establish strong standards of professional ethics when relating to staff students parents administration and the community.
Additional Duties: Performs other related tasks as assigned by the supervisor and other central office administrators as designated by the Superintendent.
Equipment: This position requires the ability to use basic office equipment such as computers copiers and scanners. Must always comply with OPSs guidelines for equipment use.
Travel:Local travel maybe required.
Physical and Mental Demands Work Hazards:
- Works in a standard office environment.
- Occasional overtime may be required by the demands of the job.
- Must have organization time management communication and interpersonal skills.
- Ability to read and use information from written materials and visual displays.
- Ability to work in standing/walking positions on a frequent basis throughout the work shift.
- Ability to bend kneel stoop and maintain balance while performing job-related tasks.
- Additional demands may be required upon request from the Supervisor.
Interrelations:
- Contact with personnel within the district and with customers and vendors.
- Will be working under the direct supervision of the department supervisor in order to complete day-to-day tasks.
- Will be working with a diverse population requiring the ability to handle all situations with tact and diplomacy.
- Must understand and respond appropriately to customer needs and maintain a positive attitude with all customers and colleagues.
- Expected to interact with all internal and external customers in a friendly professional manner and provide quick responsive customer service.
Employee Punctuality and Appearance
- In order for schools to operate effectively employees are expected to perform all assigned duties and work all scheduled hours during each designated workday unless the employee has received approved leave.
- Any deviation from assigned hours must have prior approval from the employees supervisor or building administrator.
- All employees are required to report to work dressed in a manner that reflects a positive image of Omaha Public Schools and is appropriate for their position.
Knowledge Skills and Abilities:
- Minimum Requirement of a Bachelors degree in Information Management Systems Technology or other related technology field preferred.
- Experience with Windows 10 and 11 macOS iPadOS OS and iOS; productivity applications such as MS Office and Office 365 required.
- Experience using a troubleshooting ticketing system is preferred.
- Experience with Infinite Campus and PeopleSoft is preferred.
- Experience with TCP/IP networking and using virtual network remote control is preferred.
- Demonstrated experience with Apple and PC hardware software troubleshooting processes.
- Knowledge of telephone and voice response systems.
- Experience supporting end-users in a networked environment including wireless.
- Analysis and investigation skills with a structured approach to problem solving.
- Outstanding customer service skills as well as strong verbal and written communication.
- Strong interpersonal verbal and written communication and organizational skills.
- Demonstrated experience with Apple and PC hardware software troubleshooting processes.
- Research resolve and communicate effectively both verbally and in writing.
- Experience handling end-user application training and support.
- Ability to work effectively in a team environment.
- Maintain and exhibit an excellent work attendance record both in terms of punctuality and daily attendance
Terms of Employment
This position is treated as a classified full-time exempt position. The terms of your employment will be governed by applicable state laws regulating employment in a Nebraska public school and Board of Education policies as those laws and policies may change from time to time. If your position is represented by a collective bargaining representative then your employment will also be governed by a negotiated agreement between OPS and that collective bargaining representative.
The offer of employment is contingent upon:
- Obtaining and providing verification of all licenses certificates and other requirements for your position (e.g. Paraprofessionals obtaining Highly Qualified status etc.) as identified.
- A thorough background check that demonstrates to OPS that the background is acceptable for the position sought and working with or around students.
- Verification of U.S. citizenship or legal authorization to work in the United States.
- Successful completion of a pre-employment drug test (if required for the position offered).
- Successful completion of a tuberculosis skin test (if required for the position offered).
- Successful completion of a pre-employment medical examination to determine the ability to safely and effectively perform the essential functions of the position.
Required Experience:
IC
Employment Type
Full-Time
