Job Description

Title:   IT HELP DESK TECHNICIAN I

Position Type: Non-Exempt

Primary Function:

Provides one-to-one interactive telephone (or other communication technology) support to resolve customer problems for all systems supported by the department of Information Technology including, but not limited, to classroom/office computer hardware and software problems, access control problems, HVAC problems, and other technology related issues or questions. Responsible for coordinating, assigning, documenting and resolving daily and long term customer requests in a timely and efficient manner utilizing excellent problem solving and communication skills. Must be able to train customers in use of computer systems and Microsoft Windows, MS Office and Office 365. This is a non-supervisory position.

Minimum Qualifications:

• Some college courses in computer science, electronics, or related technical field, or a technical study program from trade school or previous employer; and one year technical experience diagnosing and resolving computer hardware and software problems and installing and maintaining personal computers and peripherals; experience dealing directly with customers; or any equivalent combination of training and experience which provides the required skills, knowledge, and abilities.

Necessary and Special Qualifications:

• Ability to verbally communicate via telephone.
• Valid Virginia driver’s license and insurability required.
• Visual acuity and perception required for operating a motor vehicle and working with computer hardware and software.
• Ability to stoop, kneel, bend, and reach when working with electronic equipment, and to lift fifty (50) pounds unassisted.
• Ability to grasp, hold, and manipulate tools and electronic parts.
• Ability to climb a ladder while carrying twenty-five (25) pounds unassisted.

Knowledge, Skills and Abilities:

• Knowledge of current technologies to effectively support customer technical needs for all systems supported by the department of Information Technology.
• Knowledge in configuring and troubleshooting client workstations in a LAN/WAN and wireless network environment including installation/configuration of various settings, user profiles, e-mail client software, internet browsers in an environment with an enterprise firewall, content filtering, group policies, network printers, and mapping network drives and resources with experience troubleshooting network cable problems.
• Must be proficient in the installation, use, and troubleshooting latest version of the Microsoft Windows, MS Office and Office 365.
• Must be skilled at working with customers over the telephone to diagnose and resolve problems.
• Ability to establish and maintain effective, professional, working relationships with Information Technology staff as well as other division employees and customers.
• Experience supporting remote virtual desktops and remote application access in a network environment is desirable. Experience with Citrix Receiver and PVS preferred.
• Ability to support customers with a variety of needs, and a range of skill levels.
• Desirable to have experience in maintenance of Apple devices and operating system.
• Ability to work independently, or as part of a team.
• Ability to communicate effectively both orally, and in writing with technical and non-technical team members and users.
• Ability to prepare technical reports, memorandum, and documentation from raw data.
• Ability to develop and follow complex oral and written instructions.
• Ability to stay abreast of and analyze advancements and trends in the information technology industry, and to make recommendations for changes and improvements to systems and architecture when advisable.
• Ability to respond to emergency situations efficiently and effectively.
• Ability to identify trends and propose changes to resolve existing issues and prevent future problems.
• Must have excellent listening skills.
• Must be personable and have a customer centric attitude.

Performance Responsibilities:

• Serves as first-line support by answering Help Desk telephone, reviewing e-mails and voicemails and works with customers to diagnose and resolve problems using tools such as GoTo Assist, etc.
• Creates and assigns trouble call tickets in the work-order database.
• Assigns work orders that the Help Desk cannot resolve to the proper department, IT support area, or IT technician.
• Functions as the central point of contact to support customers and coordinates with other departments and IT staff when necessary to resolve customers’ technology related issues.
• Resolves computer hardware, software and network issues, repairs customer workstations, modifies configurations, replaces faulty components and rebuilds complete systems on a variety of platforms, using remote desktop software to troubleshoot and resolve customer problems when possible.
• Performs basic telephonic troubleshooting of classroom environmental problems, alarms system problems, user account problems, user badge problems, and telephone system problems. Refers unresolved problems to appropriate support area.
• Works as a liaison between IT staff and the customer to convey technical information, or other data regarding technology problems and resolutions.
• Coordinates with vendors to assist with resolving customer issues, or needs.
• Prioritizes and escalates issues when necessary to ensure timely resolutions to problems.
• Provides technical support and coordination to other technical staff to resolve customer issues.
• Participates in project related meetings to discuss customer solutions.
• Reviews customer requirements for software or services; performs research and analysis to provide information and guidance to customers; coordinates implementation, installation, and training.
• Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources based on empirical data; proposes, tests and evaluates solutions.
• Assists with creating new user network accounts.
• Recommends equipment purchases and training needs to departmental management.
• Attends training sessions, conferences, and classes or utilizes online resources to maintain/update skills and knowledge to keep current with relevant technologies.
• Maintains hardware certifications as determined by supervisor.
• Trains customer in use of computer system and Microsoft Windows, MS Office, and Office 365
• Works well with IT and other school board staff.
• Performs other duties as assigned.

Reports to:

Manager of Systems Architecture and Implementations

Terms of Employment:

Twelve months a year. Salary according to School Board Pay Plan.

Evaluation:

Performance on this job will be evaluated in accordance with School Board policy and administrative regulations on evaluation of non-licensed personnel.

8/29/2022