IT Help Desk Coordinator 1.0 FTE SY 2526

Title: IT Help Desk Coordinator

Job Goal: The newly-created IT Help Desk Coordinator oversees the departments customer-oriented help desk support operation and provides hardware and software support. The coordinator provides escalated support to Help Desk staff and works on other projects assigned by the Director of Educational Technology.

Performance Responsibilities:

• Lead the Help Desk team in reviewing prioritizing and delegating technical issues brought forth via phone email online Help Desk site or walk-ins.
• Based on priority and need assign tasks to IT staff members or support vendors.
• Monitor ticketing system and monitor daily activities of support staff.
• Train and coach Help Desk staff to improve technical communication and customer service skills.
• Make recommendations to improve the operational efficiency of the team and help desk processes.
• Provide direct Tier 1 (i.e. on-demand/walk-in) support to teachers and students as assigned.
• Collaborate with other IT staff in the areas of network/infrastructure applications/digital systems and project management.
• Evaluate the Help Desk ticketing system to identify areas for improvement in configuration and implementation. Lead periodic examination of alternate systems and if appropriate recommend alternative solutions.
• Ensure the process for the onboarding and offboarding of employees is managed effectively. For new employees verify the status of required accounts and issue devices with clear instructions and proper configuration. For departing employees disable accounts and confirm equipment is returned repaired and/or repurposed.
• Manage staff scheduling so that adequate support is available throughout the school day and school year. Communicate staffing changes to the tech teams and school principals as appropriate.
• Maintain vendor relationships with organizations the district relies upon for primary support.
• Collaborate with the Director of Educational Technology to manage projects the Help Desk team performs throughout the year including over school breaks and during the summer.
• Oversee inventory management of stock parts and spare equipment. Ensure procedures are in place to adequately stock commonly needed items while keeping costs within budget.
• Supervise student summer interns provide proper learning opportunities and ensure interns only receive access to necessary and appropriate systems.
• Maintain up-to-date documentation on SOPs and Help Desk functions.
• Provide repair support and maintenance of district-wide and school-based technology and serve as a resource to other help desk staff.
• Provide escalated hardware support and repair for computers (MacOS/Windows) mobile devices (ChromeOS/iOS) and A/V equipment (i.e. cabling microphones amplifiers speakers projectors scanners document cameras interactive displays etc.) in a timely and accurate fashion.
• Provide escalated support for general operating systems software applications as well as tools including but not limited to printing devices phones and imaging devices.
• Set up breakdown and move equipment districtwide as needed throughout the year (e.g. year-end school breaks and beginning of school).
• Maintain accurate asset inventory. Record and analyze trends for forecasting.
• Communicate solutions to users and colleagues of all experience and organizational levels.
• Maintain regular communication with technology staff when working throughout the district.
• Review and stay current in OS software and hardware issues.
• Research manufacturers fixes/updates and communicate with vendors as needed.
• Execute other duties as assigned by the Director of Educational Technology

Qualifications:

• Bachelors degree or equivalent work experience
• 5 years experience maintaining and troubleshooting hardware and software issues in a multi-platform environment is preferred
• Experience training IT professionals to improve their technical communication and customer service skills
• Certification on computers mobile device hardware software and/or networking is preferred
• Experience imaging installing configuring upgrading diagnosing maintaining and repairing hardware software and peripherals
• Demonstrated hardware and software problem-solving skills across multiple platforms including computers mobile devices phones and networks
• Project Management and experience in working with outside vendors
• Strong interpersonal leadership and written and oral communications skills
• Ability to work effectively within a team
• Ability to work independently prioritize tasks and meet deadlines
• Ability to perform duties in different environments and to travel between district locations
• Demonstrated ability to learn new technologies and adapt to change

Evaluated by: Director of Educational Technology

Work Year: 12 month annual exempt employee

Salary/Benefits: Compensation is based upon the terms of the WEA Unit E contract Group I - Range: $72810-$95000 for the current fiscal year

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is frequently required to sit talk and/or hear. The employee is occasionally required to walk; use hands to finger handle or feel objects tools or controls; and reach with hands or arms climb or balance and stoop.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee is required to have the cognitive ability and focus to manage multiple detailed tasks at once with frequent interruptions.

Occasionally the employee will need to move and/or lift technology equipment including computers monitors and servers and boxes or other containers storing multiple devices or other related equipment and peripherals. The employee will occasionally need to access wall and ceiling mounted equipment such as wireless access points and projectors with the use of a ladder. The employee will occasionally need to access drop ceiling spaces to install and maintain network and other low-voltage (non-electrical) cabling.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Work is performed in an educational environment. The majority of the work is performed in a moderately noisy environment with frequent interruptions.

Non-Discrimination Statement:

Applicants for employment are considered without regard to age physical mental or psychiatric disability genetics race religion sex sexual orientation gender identity marital status national origin or military status.

Required Experience:

IC