Specialist , Help Desk- Information Technology

Job Title:
Specialist I - Help Desk

Department: Information Technology

Pay Grade: I200

FLSA Status: Non-Exempt

Reports to: Manager IV – Information Systems Support

Responsible for providing support for all users of District technology and information systems (student and business management); analyzing problems and issues related to the information systems and related technology; and providing high quality remote customer service.

• Answer incoming support calls as the first point of contact for all technology related concerns and attentively listen to assess customer needs, providing timely and effective solutions that align with the district's service standards to resolve issues.
• Respond to incoming support email requests promptly, offering effective responses tailored to meet the unique requirements of each customer.
• Maintain documentation on support calls, support emails, and create and update knowledge base articles that empower users to independently resolve common issues.
• Communicate service issue resolution statuses to all stakeholders, ensuring transparency and keeping all stakeholders informed throughout the incident resolution process.
• Provide support for a wide range of software applications, including but not limited to the district's learning management system, email system, and other essential software utilized across the district.
• Resets passwords for students and staff, ensuring secure and seamless access to various applications, maintaining data privacy and security standards.
• Open and manage trouble reports, open and manage trouble reports, elevate hardware-related incidents to the appropriate technology teams and district vendors, and facilitate the seamless coordination required for swift resolutions.
• Offer device support to staff and students, assisting them in leveraging technology tools effectively to fulfill their roles.
• Actively participate in ongoing professional development to stay updated on the latest software applications and technology trends.
• Provide training and guidance to users on common software applications, ensuring that they are well-equipped to leverage technology tools effectively and independently resolve basic issues.
• Adhere to all team and department Service Level Agreements (SLAs) to ensure timely and efficient resolution of issues and requests.
• Perform other related duties as required or assigned.

Education and Experience

• High School Diploma or its equivalent.
• Minimum of two (2) years of job-related experience is required.

Certificates, Licenses and Other Special Requirements

• Help Desk International (HDI) certification preferred.
• CompTIA A+ certification preferred.
• Must pass a Criminal Background Clearance, the results of which must be satisfactory to the District, required.

Knowledge, Skills, and Abilities

• Knowledge of algebra and/or geometry; review and interpret highly technical information, write technical materials, and/or speak persuasively to implement desired actions; and analyze situations to define issues and draw conclusions.
• Knowledge-based competencies required to satisfactorily perform the functions of the job include current, legacy and emerging operating systems; software applications; data security, processes and methodology.
• Skill to perform multiple, technical tasks with a need to routinely upgrade skills in order to meet changing job conditions.
• Skill-based competencies required to satisfactorily perform the functions of the job, including: utilizing pertinent networks, applications, operating system monitoring and troubleshooting software; adhering to safety practices; effective verbal communication skills to assist others in troubleshooting everyday technology issues; and preparing and maintaining accurate records.
• Ability to read technical information, compose a variety of documents, and/or facilitate group discussions.
• Ability to analyze situations to define issues, draw conclusions and create action plans.
• Ability to schedule a number of activities, meetings, and/or events; gather, collate, and/or classify data; and use job-related equipment.
• Ability to work with others under a wide…