Technology Help Desk Technician

Park County School District 6
Technology Help Desk Technician
Job Description

The job of Technology Help Desk Technician is done for the purpose/s of providing frontline support for end users. This role will focus primarily on troubleshooting common technical issues such as passwords resets, login difficulties, and browser-related problems (e.g., clearing cache and data). 

This position is primarily stationary, with most responsibilities performed at a workstation. However, there may be opportunities to respond to on-site issues in the field if urgent technical crises arise. The technician may also be responsible for maintaining and tracking IT inventory, ensuring equipment is properly logged, assigned, and accounted for.
 
This job reports to the Technology Director.

Essential Functions

• Serve as the first point of contact for IT-related inquiries via phone, email, or ticketing system.

• Assist end users with password resets, account access, and login issues.

• Troubleshoot and resolve web browser errors, including clearing cache, cookies, and saved data.

• Document, track, and monitor incidents to ensure timely resolution within established SLAs.

• Escalate complex technical issues to higher-level support or specialized IT teams as necessary.

• Provide clear and friendly communication to non-technical users.

• Maintain accurate records of support requests and solutions for future reference.

• Track, log, and manage IT equipment inventory (laptops, desktops, peripherals, etc.).

• Assist with other basic IT support tasks as directed by supervisors.

• Be available for occasional on-site support in the event of urgent technical incidents.

• Performs other duties as assigned by Supervisor.

Knowledge, Skills and Mental Ability

• Ability to prioritize and perform duties without direct supervision

• Ability to meet deadlines and work under pressure

• Ability to install, configure and maintain technology equipment and devices

• Ability to analyze, troubleshoot and repair computer and software problems

• Demonstrates skill and experience with a variety of computer hardware, operating systems and software

• Physical dexterity and visual acuity to work with small parts

• Written/oral interpersonal communication skills

• Organizational skills including paper documentation, electronic documentation, daily logs, scheduling, etc.

• Team player and team builder

• Demonstrate ability to work with and maintain positive relationships with others

• Demonstrate ability to create District technology training documents

 
Job Requirements: Minimum Qualifications
Skills, Knowledge and Abilities

SKILLS are required to perform multiple, technical tasks with a need to routinely upgrade skills in order to meet changing job conditions. Specific skill-based competencies required to satisfactorily perform the functions of the job include: operating standard office equipment using pertinent software applications; planning and managing projects; preparing and maintaining accurate records; adhering to safety practices and procedures; analyzing data; applying job-related codes, regulations and laws; assembling and/or repairing office and classroom equipment; classifying data and/or information; diagnosing equipment malfunctions; estimating required resources; handling hazardous materials; operating standard office equipment and office technology.
 
KNOWLEDGE is required to perform advanced math; read technical information, compose a variety of documents, and/or facilitate group discussions; and analyze situations to define issues and draw conclusions. Specific knowledge-based competencies required to satisfactorily perform the functions of the job include electronics/audiovisual maintenance and repair; MS Office application software; Google applications, computer operating systems; hardware/network and troubleshooting techniques; web applications; and concepts of grammar and punctuation.; age-appropriate behavior; concepts of grammar, spelling and punctuation; current and emerging technology; job-related codes/laws/rules/regulations/policies; knowledge of community resources; office equipment and technology; recordkeeping and record retention practices.
 
ABILITY is required to schedule a significant number of activities, meetings, and/or events; routinely gather, collate, and/or classify data; and consider a number of factors when using equipment. Flexibility is required to independently work with others in a wide variety of circumstances; analyze data utilizing a variety of complex processes; and utilize equipment under a variety of conditions for multiple purposes. Ability is also required to work with a diversity of individuals and/or groups; work with data of varied types and/or purposes; and utilize a wide variety of types of job-related equipment. Independent problem solving is required to analyze issues and create action plans. Problem solving with data frequently requires independent interpretation of guidelines; and problem solving with equipment is moderate to significant. Specific ability based competencies required to satisfactorily perform the functions of the job include: gathering information to diagnose problem; providing clear instructions; adapting to changing work priorities; communicating with diverse groups; setting priorities; and working as part of a team; accuracy and attention to detail; analyzing issues and determining appropriate course of action; being available on-call; communicating with persons of diverse backgrounds; displaying tact and courtesy; maintaining confidentiality; meeting deadlines and schedules; multitasking; organizing tasks; working with detailed information/data; working with frequent interruptions.
 
Responsibility
Responsibilities include: working independently under broad organizational policies to achieve organizational objectives; leading, guiding, and/or coordinating others; operating within a defined budget. Utilization of resources from other work units is often required to perform the job's functions. There is a continual opportunity to impact the organization's services.
 
Work Environment
The usual and customary methods of performing the job's functions require the following physical demands: significant lifting, carrying, pushing, and/or pulling, frequent climbing and balancing, significant stooping, kneeling, crouching, and/or crawling and significant fine finger dexterity. Generally the job requires 60% sitting, 20% walking, and 20% standing. The job is performed under minimal temperature variations and under conditions with exposure to risk of injury and/or illness.

Experience: Education: Equivalency:
Job related experience with increasing levels of responsibility is desired. Community college and/or vocational school degree with study in job-related area.

Continuing Educ. / Training:                                              

Blood borne Pathogens Training & Testing
Diabetes Training & Testing
Homeless Training & Testing

Clearances
Criminal Justice Fingerprint/Background Clearance