Help Desk Technician

Help Desk Technician
Administration
Reports To: Director of Technology
Pay Grade: Grade 5, $18.32 - $23.55 per hour, commensurate with experience
Schedule: 8 hours per day, 52 weeks per year
Job Summary: The Help Desk Technician is responsible for ensuring an outstanding level of customer service by providing technology support to faculty and staff via phone, ticket system, email and other support tools. Primary training agent providing technology training/onboarding for new employees. Assists multiple district departments and district families in support of physical security systems, messaging and notifications systems, and the student information system.
Preferred Qualifications:

• College degree or technical certifications in the field of Information Technology
• Minimum of one year's related work experience
• Working knowledge of LAN and WAN topologies and architecture
• Experience troubleshooting and resolving hardware, software, systems and network issues
• Working knowledge of monitoring and tuning systems to achieve optimum performance levels
• Advanced level knowledge of Google Apps for Education and MS Office
• Strong oral and written communications skills
• Exceptional interpersonal skills, with an emphasis on customer service
• Excellent organizational skills and the ability to work with a diverse user base

Essential Job Functions:

• Install, upgrade, repair, move, and replace desktops, laptops and peripherals
• Follow and understand oral and written instructions, including technical documentation
• Communicate effectively and respond under pressure while maintaining courteous and professional relationships with staff
• Manage all aspects of a task from analysis to final resolution
• Work independently and in a team environment
• Prioritize and escalate tickets based on service level; monitor call volumes and outstanding issues; and provide feedback for resolutions
• Function as the primary agent for receiving calls made to the Help Desk and enters calls into the ticket system, work/communicate with customers to resolve issues and ticket follow-up
• Promote excellent customer service, effective response times and provide expert insight into general support issues
• Perform hardware support and repairs for district-owned user devices
• Order parts, equipment, and supplies through warranty or purchase order agreements as needed or directed by supervisor
• Arrange for the proper collection, recycling, and disposal of decommissioned technology assets in a safe and compliant manner
• Maintain inventory of available parts, recommends purchases, ensures availability and arranges for maintenance as required
• Maintain working knowledge of district hardware and software technology by taking classes, attending conferences, reading manuals/publications and communicating with other team members
• Provide support to administrators and parents needing assistance with or access to the Parent Portal and SchoolMessenger systems
• Update and maintain the card access system in cooperation with the Operations department by providing access cards and submitting repairs to card access vendor
• Guide new employees by providing technical training during the onboarding process
• Consistent and reliable attendance
• Perform any other related duties as assigned

Physical Requirements:
While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk, hear (in a quiet or noisy environment). The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust/focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Work Environment:
The noise level in the work environment is usually quiet to moderate. Work will be performed mostly indoors but some outdoor work may be required.
Mental Functions:
While performing the duties of this job, the employee is required to compare, analyze, communicate both orally and in writing, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile and negotiate.
Evaluation:
In accordance with the Administrative Support Staff Agreement.
Terms of Employment:
The employee shall remain free of any alcohol or non-prescribed controlled substance abuse in the workplace throughout his/her employment in the District.
The Forest Hills Public School District does not discriminate on the basis of race, color, national origin, religion, age, sex (including pregnancy, gender identity, or sexual orientation), marital status, disability, genetic information, or any other legally prohibited basis in its employment decisions or the provision of services.