Service Desk Lead

Position Type:
Classified Staff
Date Posted:
12/15/2023
Location:
TECHNOLOGY SERVICES DEPARTMENTPOSITION PURPOSE: Beaufort County School Technology Help Desk Lead is responsible for serving teachers, students, administrators and internal IT staff regarding hardware, software and networking.
-Responsible for troubleshooting problems faced by the end-users of PCs, laptops, phones and mobile phones by identifying issues and analyzing them.
-Compiling reports and surveys in order to drive service improvements.
-Offer specialist advice and support on IT-related issues, ensuring the effective management of all incident tickets raised by users through emails, telephones, in-person and appointment-based service.
ESSENTIAL FUNCTIONS:
System Administrator for the Help Desk Ticketing system

• Technicians/Client Settings
• Assist other department employees and contractors who utilize the Help Desk Ticketing system to better organize request for their area of expertise.
• Reporting Documents
• Surveys (distribute to Supervisors and Technicians)
• Ticket flow for all Request Types and Group settings
• Ticket Management

Technology Help Desk

• Provide first-response technical support for staff, students and parents
• Provide Desktop and Software Support
• Computer Imaging
• Repairs
• Reset Password for User accounts
• Setup computers, docking stations etc.
• Meeting Rooms - technical needs (Panel boards, Mics, camera, etc.)
• Assist in all areas as needed
• Issue MIFIs to students and staff
• Troubleshoot MIFIs

Teacher/Staff Laptop assignment
Currently responsible for issuing laptops to teachers and staff. Assisting teachers and staff to login successfully for the first time and setup their devices with the necessary applications needed for the positions; email, Classlink, MUNIS financial software, default applications, etc.
Phones

• Setup extensions in Avaya System Manger/Communications Manager 6
• Setup voicemails
• Troubleshoot physical phones
• Install and set up phones
• Assign and setup iPhones for eligible staff
• Order replacement iPhone

Web Access Coordinator for the South Carolina Application Web Portal for Beaufort County Schools

• Setup new accounts
• Assign the appropriate Application/Role for Beaufort Employee
• Reset passwords

Manage non-automated user accounts

• Ensure all non-automated users have signed and Acceptable Use Policy statement before creating account.

Create and Maintain district email distribution lists for schools and district office

• Assist in creating district email distribution lists and assisting the client/employee how to access and enter list of employees to receive from this specific email distribution list.

Food Service

• Assist Food Service setting up Point of Sale Software

ADDITIONAL DUTIES: Performs other related tasks as assigned by the Technology Services Officer, Superintendent or other district office administrator as designed by the Superintendent.
QUALIFICATIONS:

• Minimum high school diploma
• Minimum of three (3) years field and bench work in the above mentioned areas.
• Well Developed communication and human relation skills when dealing with technicial and non-

Technical end users/vendors.

• CompTIA A+ certification (IT Technician) with experience in the area of computer hardware and Microsoft Windows Support.
• In-depth working knowledge of various software applications and operating systems.
• Help Desk Management certification (ie; HDI Support Center Manger) and experience with Microsoft Windows especially in the areas of workstation configurations.
• Ability to read, interpret and understand schematics, troubleshooting flow charts and manuals.
• An understanding of network premise wiring and ANSI/EIA/TIA-568 codes.
• Ability to communicate and work well in a team environment with co-workers and end users.
• Microsoft Certified Systems Engineer certification may be substituted for the A+ and Network+ certification.

EXPERIENCE:

• Other Skills and Abilities: Adhere to federal, state, and local laws and procedures as required.
• Understand and follow all District and Technology Services operations, policies, procedures, guidelines and standards.
• Participate in professional development programs offered to increase skills and proficiency related to assignments.
• Ability to perform duties in a professional manner. Attend required meetings.
• Proven oral and written communication skills.
• Proven ability to work as a member of a dynamic team.
• Must be able to pass criminal background check.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities and functions of the job and are not meant to be all inclusive. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential responsibilities and functions of the job.
Unless reasonable accommodations can be made, while performing this job the staff member shall:

1. Use strength to lift items needed to perform the functions of the job.
2. Sit, stand and walk for required periods of time.
3. Speak and hear.
4. Use close vision, color vision, peripheral vision and depth perception along with the ability to focus vision.
5. Communicate effectively in English, using proper grammar and vocabulary. American Sign Language or Braille may also be considered as acceptable forms of communication.
6. Reach with hands and arms and use hands and fingers to handle objects and operate tools, technology equipment, computers, and/or controls.

WORK PLACE EXPECTATIONS:

1. Work effectively with and respond to diverse cultures and backgrounds.
2. Demonstrate professionalism and appropriate judgment in behavior, speech, and dress in a neat, clean and professional manner for the assignment and work setting.
3. Have regular and punctual attendance.
4. Follow all District policies, work procedures, and reasonable requests by the proper authorities.
5. As an employee of Beaufort County School District, I am to adhere to confidentiality as directed by Federal, State and Local Laws/Regulations; and in accordance with district administrative rules as it pertains to sensitive information, employee information and student information. Failure to adhere to confidentiality may result in disciplinary actions, up to and including termination of employment.

REPORTS TO: Technology Services Officer
DAYS PER YEAR: 260
SALARY CLASSIFICATION: Paid on the Classified Salary Schedule LEVEL 113
EMPLOYEE GROUP: Classified
APPLICATION PROCEDURES: Must apply online by completing a "Classified" application and adding this specific job to your online application.
FSLA STATUS: Non-Exempt
EMPLOYEE'S ACKNOWLEDGEMENT STATEMENT:
1. I have reviewed the above position description and understand its contents.
2. I am aware that my position description may be revised or updated at any time and once notified of changes, I remain responsible for knowledge of its contents.
3. I hereby certify that I possess the physical and mental ability to fulfill the essential functions of the above position with or without reasonable accommodation(s). If I require accommodation(s) in order to fulfill any or all of these functions, I agree to provide information to the District regarding the requested accommodation(s).
Employee's Name (Print): ___________________________________
Employee's Signature: ___________________________________
Date: __________________________
THE BEAUFORT COUNTY SCHOOL DISTRICT IS AN EQUAL OPPORTUNITY EMPLOYER