Helpdesk Technician I

Full-Time and Permanent; Non-Exempt; 7.5 Hours/Day; 252 Days/Year; 12 Months/Year; Grade FF

General Responsibilities

Duties include being the first point of contact for persons contacting the Helpdesk in the entire district. Provide basic level 1/1.5 support taking customer calls, live chats, and emails to the end-user community on hardware. Helpdesk technicians maintain call logs, resolve basic computing and applications issues, escalate problems to appropriate second-level support groups, and will be responsible for assisting with reporting and process improvement initiatives. Walks the user through a series of steps to determine the problem and classify the level, priority, and nature of the problem. Opens, tracks, and closes trouble tickets using issue-tracking software. Ensures problem ownership and promotes end-user satisfaction. This position will require the individual to be on-site 5 days a week. 

Minimum Qualifications, Education and Experience

High school diploma or equivalent; an associate degree in information technology or related field is a plus. Relevant certifications or experience for IT Fundamentals (ex. CompTIA ITF+ or A+). Considerable experience in Helpdesk, customer support, or related field. A customer-oriented mindset with a strong commitment to providing exceptional customer service. 1+ years' experience in an enterprise organization supporting end users in Desktop Support and enterprise applications. Excellent phone skills: focused on quality customer service, sets priorities; meets deadlines; able to multitask. Ability to communicate effectively, both orally and in writing. Demonstrated knowledge of using ITSM application (preferred SolardWindsServiceDesk) Demonstrated/strong knowledge of software: Windows 10/11; Active Directory; RSA Authentication Manager, Cisco AnyConnect, JAMF, ZEN, VMware; multifunctional printers; Internet Software (i.e., Edge; Firefox; Google Chrome) operating systems (Windows, macOS), and software applications (Microsoft Office 365 products).  

Essential Job Functions

• • Provide Basic level telephone support to the end-user community. 
  • Ability to quickly learn new technology and applications and retain (absorb) to resolve issues independently  
  • The ideal candidate must be able to work in a fast-paced environment to help consistently provide high-quality service and technical support to end users. 
  • Excellent analytical skills for efficient problem diagnosis and resolution (creative thinker). 
  • Strong accountability, both individually to your work as well as to the team .
  • Ability to work independently and collaborate effectively in a team environment. 
  • Inquisitive nature, eager to learn new concepts and technologies. 
  • Eagerness to help customers and team members with a positive attitude. 
  • Deliver prompt and high-quality customer service. 
  • Excellent verbal, written, and interpersonal skills. 
  • Ability to multi-task in a fast-paced, constantly changing environment. 
  • Must be a team player and able to work collaboratively with and through others. 
  • Effective listening skills and proper phone etiquette. 
  • Provides technical support, consultation, and troubleshooting for all district users including teachers, staff, students, and other district staff on the implementation of technology. 
  • Log, prioritize, and track user-reported issues in the helpdesk ticketing system. Opens, tracks, and closes trouble tickets using Helpdesk SolarWinds Service Desk software. 
  • Excellent organizational skills and ability to coordinate efforts with various functional areas within the district. 
  • Provide tier-one technical support to end-users via phone, email, chat, or in-person, addressing hardware, software, and network-related issues promptly and professionally. 
  • Troubleshoot and resolve technical problems reported by end-users, including diagnosing and resolving hardware and software issues, performing system backups, and ensuring data integrity.  
  • Create and update user accounts, passwords, and permissions in accordance with established procedures. 
  • Collaborate with senior IT staff to escalate and resolve complex technical issues, ensuring timely and effective problem resolution. 
  • Troubleshoots complex problems requiring specialized expertise. 
  • Ability to read and comprehend technical manuals and solve complex problems promptly. 
  • Ability to work independently and without constant direct supervision. 
  • Ability to properly develop and maintain accurate documentation. 
  • Ability to make presentations or explain technical concepts to non-technical professionals. 
  • Troubleshoot, identify and resolve problems associated with application software and user/mail accounts as needed by district staff. 
  • Requires timely and regular adherence to established work schedule and a good attitude for reliable function of this position. 
  • Operating Hours: The Helpdesk operates from 7 AM to 5 PM on regular business days (Monday to Friday excluding company holidays) 
  • On-call Support: Helpdesk technicians may be required to participate in an on-call rotation for after-hours and weekend support, based on organizational needs.  
  • Flexibility: Flexibility in working hours may be required during peak times, special projects, holidays/seasonal periods, or to accommodate organizational events or emergencies.  
  • UNUSUAL DEMANDS: Work is conducted in an office environment, necessitating adjustments in the work schedule to accommodate workload, projects, and co-worker leave, and manage inflexible deadlines, along with ongoing stress to ensure timely, accurate, and fully satisfactory completion of workload requirements.  
  • Performs any other related duties as assigned by the District Technical Support Supervisor (DTSS) and/or other appropriate administrators;