High School Technology Help Desk Specialist (Tigard High School)

Work Year: 10 Months (192 Days)

Bargaining Unit: OSEA

FLSA Status: Non-exempt

Salary: I-range

FTE: 1

REPORTS TO: Information Technology Director/Principal

GENERAL DUTIES SUMMARY:

The High School Technology Help-Desk Specialist serves as Tier I technical support for school staff and

students. This role efficiently handles inquiries and technical assistance requests through immediate

resolution phone support or by escalating issues via trouble-ticket submissions to the Computer Technician

Building 9-12 position when necessary.

ESSENTIAL REQUIREMENTS & RESPONSIBILITIES

Employees in this classification must possess the requisite skill experience education and ability to perform

the essential functions of the job required with or without reasonable accommodations:

Answer the High School Technology Help Desk phone promptly and provide the first line of assistance

for troubleshooting hardware and software issues. This will involve properly diagnosing technical

issues and either solving them over the phone or submitting a trouble-ticket for the caller.

Provide a quick response to Tier I trouble tickets ensuring all solutions and troubleshooting steps are

thoroughly documented in the trouble ticket system.

Support staff and students in accessing and troubleshooting the use of district approved digital

resources.

Learn and create supporting documentation for district approved computer software/application

programs in order to provide efficient and effective support to school staff and students.

Serve as a technician liaison between school staff/students and the Computer Technician Building 9-

12 position.

Coordinate the repair of equipment by outside vendors maintaining alignment between vendor

system and TTSD ticket system Support and enhance cybersecurity education initiatives to improve

understanding and compliance among staff and students.

Updated: 11/8/2024

Follow established District and IT department procedures and policies as it relates to technology

resources support and purchasing

Assist the school & district staff in the maintenance of software licensing information.

Help staff with AV equipment setup and projector bulb replacements as needed.

Be familiar and able to interpret District Policies and Procedures.

Process tech requests and document resolution to problems within the trouble-ticket.

Schedule and maintain records of checkout equipment computer lab usage meetings training

sessions and classes.

Manage & maintain inventory of student devices & related equipment

Notify Computer Technician Building 9-12 position of potential problems within the school.

Perform research projects as appropriate.

Prepare FAQ and other technical help documents with proper spelling punctuation capitalization

word usage and sentence construction.

ESSENTIAL EDUCATION FUNCTIONS AND CAPABILITIES

Graduation from high school or completion of the equivalent GED certificate

Provide experience or proof of strong analytical & technical aptitude

Customer service driven.

Respond appropriately in emergency/high stress situations.

Make independent decisions within established guidelines and reporting structure.

Plan organize and complete work in a timely fashion.

Communicate sensitive information to staff students parents and community members as required.

Respect the confidentiality of administration staff students and organizations of the community.

Complete simple to complex assignments with a minimum of instruction or supervision.

Learn and assist in the implementation of department computer programs.

Identify potential problems in the workplace and notify appropriate personnel.

Prioritize multiple tasks from a variety of sources ensuring timely completion.

Maintain a calm professional environment during times when interruptions disruptions and a

stressful environment interfere with the flow of work.

Communicate clearly with technical and non-technical staff both orally and in writing.

Occasionally train others in the use of technology usually on an individual basis.

WORKING CONDITIONS

The physical demands described above are representative of those that must be met by an employee

to successfully perform the essential functions of this job. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions.

EVALUATION

Performance of this job will be evaluated in accordance with the provisions in the Collective Bargaining

Agreement between Tigard-Tualatin School District 23J and Oregon School Employees Association Chapter 51.

TERMS OF EMPLOYMENT

This is a ten-month assignment on the I range of the Classified Job Schedule. Performance of this job will be in

accordance with the provisions in the Collective Bargaining Agreement between Tigard-Tualatin School District

23J and Oregon School Employees Association Chapter 51.

A new employee shall be allowed up to four (4) years of experience on the salary schedule based on actual years of experience on a job of like responsibilites and skills. $24.78 per hour

This job description is not intended to be and should not be construed as an all inclusive list of responsibility

skill or working conditions associated with the position. While it is intended to accurately reflect the

positions activities and requirements the administrations reserve the right to modify and or remove duties

and assign duties as necessary that still reflect the essential functions of the department.

I have reviewed the above position and understand its contents. I am aware that my position description may

Required Experience:

IC