Help Desk Technician

Job Title:  Help Desk Technician
Department/Group: Technology

Position Summary/Purpose: Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. 

Position Type: Full-Time  Starting Rate: $20.34 per hour/ based on qualifications & experience

Benefits: 

• 90% Board Paid Medical Insurance of ANY Available Plan
• 100% Board Paid Single Dental Insurance
• 100% Board Paid Life Insurance (annual salary)
• Flex Savings Accounts
• Vacation, sick, and personal days

Role and Responsibilities / Essential Job Functions:

• Perform routine maintenance on equipment and determine when and what kind of maintenance is needed
• Determine the kind of tools and equipment needed to do a job
• Conduct tests and inspections of products, services, or processes to evaluate quality or performance
• Repair machines or systems using the needed tools
• Generate or adapt equipment and technology to serve user needs
• Determine causes of operating errors and decide what to do about it
• Navigate the Internet to find information, including the ability to open and configure standard browsers; use searches, hypertext references, transfer protocols; and send and retrieve electronic mail (e-mail)
• Use scroll bars, a mouse, and dialog boxes to work within the computer's operating system. Be able to access and switch between applications and files of interest
• Use a computer application to type text, insert pictures, format, edit, print, save, and retrieve word processing documents
• Work with pictures in graphics programs or other applications, including to create simple graphics, manipulate the appearance, and insert graphics into other programs
• Use a computer application to manage large amounts of information, including to create and edit simple databases, input data, retrieve specific records, and create reports to communicate the information
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Enter commands and observe system functioning to verify correct operations and detect errors
• Set up equipment for employee use, perform or ensure proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software
• Perform other duties as assigned and appropriate to the position

Preferred Skills:

• Be exact / highly accurate 
• Meet strict deadlines 
• Work with others in a group or team

Qualifications and Education Requirements:

• Moderate-term on-the-job training
• Requires telephone conversations
• Requires use of electronic mail
• Requires writing letters and memos
• Requires face-to-face discussions with individuals or teams
• Requires contact with others (face-to-face, by telephone, or otherwise)
• High School diploma required, college work preferred.
• Previous technology experience preferred.
• Help Desk certification preferred.
• Excellent customer service and communication skills.
• Ability to prioritize, manage multiple tasks, work independently and in group settings; be a team player.
• Understanding of computer hardware and software fundamentals for Apple desktops, Apple laptops, iPads, SMARTBoards, projectors, printers, and other peripherals.
• Experience with databases and manipulating data.
• Excellent organization and record keeping skills.
• Ability to "learn while doing," an eagerness to learn new technologies, and possess excellent trouble-shooting skills.
• Must possess the ability to work confidently and securely with sensitive and confidential data.
• Ability to be a self-starter, combining discipline and motivation.

Physical Demands:walk, bend, twist at neck and trunk, squat, stoop, reach above head, reach forward, lift up to 30 pounds unassisted, pushing and pulling, visually acuity close/distance/depth perception, hearing to receive information, verbal to exchange information, sitting for prolonged periods of time.  Requires repeating the same physical activities or mental activities over and over.

Environmental Conditions:  indoor climate controlled setting. 
Transportation: This position requires providing your own vehicle for transportation between district buildings on a daily basis

Examples of Equipment/Supplies Used to Perform Tasks: computer keyboard, monitor, and mouse   screwdriver  pliers   

FLSA Status:  Non-Exempt

An Affirmative Action / Equal Opportunity Employer: Mannheim School District 83 does not knowingly discriminate against employees or applicants on the basis of age, color, disability, gender, national origin, political affiliation, race, religion, sexual orientation, or veteran status.