Computer HelpDesk Technician

We are currently seeking a Computer HelpDesk Technician for the School District of Washington. This is a full-time, benefits-eligible position. The starting pay range is $21.40 -$25.34 per hour, depending on experience. 

Note:  Critical features of this job are described under the headings below.  They may be subject to change at any time due to reasonable accommodation or other reasons.

POSITION SUMMARY (Primary purpose of job)

The Computer HelpDesk Technician serves as the first point of contact for district technology users seeking technical assistance.  The HelpDesk Technician needs excellent customer service skills for responding to users needing technology assistance via phone and/or email.  This position is responsible for performance of remote diagnostic techniques and related questions to determine the best solution and provide support for our district technology users.  

SPHERE AND SCOPE OF INFLUENCE (Supervisory scope, district impact and budgetary responsibility)

The Computer HelpDesk Technician must have good technical knowledge and effective communication skills in multiple modalities. They are responsible for a large amount of district user technology support providing the highest quality of service and support.  The person holding this position can expect to deal with high levels of frustration and anxiety requiring patience, understanding, and good communication that creates value for users to assist in the District’s mission, vision, and goals.  

ESSENTIAL DUTIES (Major duties which the position exists to perform)

1. Provide technical support to district technology users as detailed above.
2. Communicate well with district technology users walking them through a problem-solving process.  This includes referring unresolved issues to the next level of personnel support.
3. Operate various computer equipment, software, and peripheral devices such as printers, phone systems, surveillance systems, etc. to address issues.  This includes communication of accurate information on District products and services.
4. Work with a large number of stakeholders including school staff and vendors to assist in maintaining and evolving the District’s technology infrastructure.  This includes detailed record keeping for inventory and communication purposes.
5. Actively engage as a member of the Technology Department team in order to advance the vision and mission of the District.  This includes identifying and suggesting possible procedural improvements and/or technical improvements. 
6. Actively participate in the help-desk system in order to efficiently operate and manage District technology needs and activities.  
7. Other duties as directed by the supervisor.  

OTHER DUTIES (duties which the incumbent can be expected to perform)

1. Additional duties may include extended hours or hours outside of typical business hours related to a special project, need, or high volume time.   
2. Participate in professional development activities and/or work outside of the typical school work day and/or school calendar.

SUPERVISORY RESPONSIBILITIES

None required

QUALIFICATION REQUIREMENTS (Minimum educational requirements, licenses, skills and experience required as well as preferred options)

Experience as a help desk technician or equivalent customer support role

Knowledge of office automation products, database systems, and remote assistance

Knowledge of computer systems, mobile devices, and other technology products in order to diagnose and resolve entry-point technical issues

English proficiency and excellent communication skills

Conflict resolution and customer support skills

Degree in Computer Science or related field, or prior HelpDesk Technician experience preferred

Experience in the educational field preferred

DISTRICT EXPECTATIONS

All employees of the District are expected to adhere to the policies and regulations of the Board of Education, maintain appropriate certification and competencies necessary for the position, complete required training annually, and demonstrate the values of the District at all times.  For information regarding policies, regulations, and values of the District, visit http://www.washington.k12.mo.us/

PHYSICAL, MENTAL, AND VISUAL DEMANDS

The candidate should be able to move in and around the classroom, building, District buildings, and campus locations.  The candidate may be required to lift up to 50lbs. and maintain consistent attendance in accordance with the attendance policy unless otherwise required by law. General functioning such as the ability to maintain confidentiality, communicate clearly both orally and in writing, utilize District resources including District issued technology and meeting multiple demands from people while interacting with students, staff, and the public are required to fulfill the essential job duties.

ENVIRONMENTAL CONDITIONS

Typical school and office conditions.  Some work may require being outside our facilities.  The school environment can be noisy and active while performing essential duties.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  The work conditions and environment described is representative of those that an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  The School District of Washington is an equal opportunity employer.