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Help Desk Technician

4 months ago

Neenah, United States Neenah Joint School District Full time

**SUMMARY STATEMENT**:
The Help Desk Technician performs a full range of Level 1 client and user support functions with direction from the Director of Instructional Technology and Help Desk Manager. The Help Desk Technician is responsible for providing face-to-face and remote support to staff and students for installing, configuring, and maintaining client hardware and software, as well as documenting commonly-occurring technical support problems and solutions.

**EXAMPLES OF WORK**:

- Performs repair and maintenance related to incoming Help Desk requests as assigned
- Installs and configures client hardware and software.
- Install and configure ceiling mounted projectors, interactive white boards, flat screen touch panels
- Provide support for amplification systems and IP cameras
- Tests software and hardware products in order to determine applicability and value to District operations.
- Coordinates warranty and repair service with the District Helpdesk Manager & Helpdesk Specialist.
- Participates in planning and implementation of special projects.
- Backup Responsibilities and Tasks
- All Essential Responsibilities and Tasks of other Computer Helpdesk Technicians.
- Maintains computer component and supply inventory for buildings and areas of responsibility

**COMMON PERFORMANCE STANDARDS**:
Communicates with students, parents, co-workers, and members of the community in a positive, courteous, and respectful way. Performs duties in a safe and effective manner. Maintains appropriate levels of confidentiality for information. Follows the philosophy, policies, and procedures of the District. Maintains personnel information as needed.

**COGNITIVE REQUIREMENTS**:
Cognitive efforts are required to prioritize multiple competing tasks and interruptions. Must be able to focus on the details of completing tasks accurately and in a timely manner. Must be able to answer inquiries while maintaining confidentiality of information. This position requires individual judgment and initiative.

**Working Relationships**

**Communication to and from and collaboration with**:

- Other Helpdesk Technicians, the District Helpdesk Manager, and the Director of Instructional Technology.
- Other departments and individual teachers.
- Administrators and administrative support staff.
- Students and parents.

**Physical Demands**:

- Lifting heavy boxes or equipment up to 75 lbs.
- Standing, walking, crawling, and sitting.
- Manual dexterity for use of multiple input devices.

**Working knowledge of the following**:

- Chrome, Windows and Mac OS installation, configuration, and maintenance.
- Chrome, Windows and Mac OS device management.
- iOS mobile device configuration and management.
- Wired and wireless LAN, WAN, and Internet protocols.
- Support for modern AV and office equipment.
- Perform cabling and electrical troubleshooting and installation
- Mechanical duties related to mounting AV equipment to walls and ceilings
- Ability to communicate effectively orally and in writing.
- Must be able to adapt to new situations, plan, and organize workloads.
- Capable of troubleshooting and solving challenging technical problems.
- Ability to perform research and make recommendations to management on technical issues.
- Ability to de-escalate support situations involving upset or confrontational end users.
- Must be able to work independently and collaboratively as part of a dynamic team

**EDUCATION/WORK EXPERIENCE REQUIREMENTS**:

- Required: IT-related Associate’s Degree from an accredited educational institution.
- Desired: Specific training and/or experience with ITIL principles, procedures, and protocols; various client hardware; Windows, Chrome OS, Mac OS, iOS, Mobile Device Management; basic electrical knowledge; experience cabling and installing interactive white boards and data projectors
- Desired: A+, MCSA, ACMT, Google Cloud Architect, Google G-Suite Administrator
- The Computer Technician should have hands-on work experience in the areas of client device installation, configuration and maintenance, as well as help desk software, procedures, and protocols. Two years of related experience in an IT support environment of comparable complexity is also desired.

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance

Experience level:

- Under 1 year

Schedule:

- Monday to Friday

Work Location: In person