POSITION TITLE:       Help Desk Support Technician

 

FLSA                          Non-Exempt

 

QUALIFICATIONS:

• A+ Certification or equivalent experience

• Good oral and written communication skills

• Customer service experience (call center experience preferred)

• Hardware troubleshooting skills

• Excellent software skills

• Operating System experience (Windows 7)

• Excellent knowledge of desktops, laptops, and other common peripheral devices

• Experience creating and deploying disk images

• Knowledge and experience with hardware warranty procedures

• Ability to monitor computer technology service and repair

• Self-motivated

• Ability to lift up to 40 lbs up to a height of 4 feet occasionally

 

REPORTS TO:                Technology Support Manager

 

TERMS OF

EMPLOYMENT:              Twelve month (261 days) with benefits provided according to Classified Agreement.

 

ESSENTIAL JOB FUNCTIONS:

1. Provide technical support for computer users via phone.

2. Maintain/update work order system and communicate work order priority and status to end users.

3. Effectively diagnose and troubleshoot malfunction of computer or network devices relating to user error, faulty hardware, or software/server/network issues.

4. Communicate effectively with staff and students regarding maintenance of technology.

5. Effectively diagnose and troubleshoot malfunction of hardware devices, including printers, scanners, barcode readers, digital cameras, etc.

6. Disaggregate service-related data to discover trends and recommend process modifications for technology service.

7. Actively monitor and report compliance with the district’s technology service level agreement.

 

OTHER JOB FUNCTIONS:

 

1. Lead special technology projects as required.

2. Attend meetings and trainings as scheduled.

3. Other duties as assigned.