Helpdesk Assistant

Position Type:
Technology

Date Posted:
10/29/2024

Location:
Genesee Intermediate Job Summary: The Helpdesk Assistant provides technical assistance and problem resolution support for end users on a variety of software applications in a help desk environment, specifically with respect to Student Information System, Human Resources and Financial software. Provides support and problem resolution on the use of the Internet, word processing, database management, spreadsheets, email, voicemail and other software applications. May assist with designing, coordinating and implementing software application support training programs for end users. May deliver training to end users.

Essential Duties (May include, but not limited to):

1. Provides technical assistance and problem resolution support for end users on a variety of software applications in a help desk environment.
2. Provides support and problem resolution on the use of the Internet, word processing, database management, spreadsheets, email, voice mail and other district/GenNET consortium software applications.
3. May assist with designing, coordinating and implementing a variety of software application support training programs for end users.
4. Assists TMS leadership in prioritizing customer service requests.
5. Identifies, communicates and prioritizes training needs to TMS leadership.
6. Develops training documentation, translates and communicates technical information into understandable terms.
7. Maintains a current knowledge of operating systems, equipment utilization and application software releases and upgrades.
8. Follows manufacturer and district policy on software copyright laws and ethical use procedures. Informs users of copyright laws and compliance procedures.
9. Monitors and responds to all helpdesk requests; answers helpdesk phone calls.
10. Consistently models Win-Win leadership.

Other Duties:

1. Performs other related duties as assigned.

Qualifications:

Education: Associate's degree in computer science, open systems technology, information systems, office administration, business or related technical field preferred. Documented /demonstrated related work experience may be considered as part of the plus 60 hours. Documented/demonstrated current knowledge of word processing and spreadsheets required.

Experience:Two years' work experience providing end user support for PC application software, system software or related technical support experience in a help desk environment preferred. Experience in the development, installation, training and support of application software preferred. Experience providing daily customer service pertaining to computer applications preferred.

Skills/Other: Demonstrated knowledge of software applications, as well as a working knowledge of a variety of word processing, spreadsheet and database programs, email and voicemail. Working knowledge of current operating systems. Ability to read and interpret technical manuals to assist users. Ability to deliver training to customers utilizing online, interactive television, and stand-up oral and visual presentation techniques. Ability to utilize district technology and work to maintain proficiency, as required skill sets change with technology and/or the needs of the district. Ability to solve problems logically. Ability to offer multiple solutions to application and operational problems and challenges. Effectively manage multiple tasks and demonstrate effective time management skills to meet deadlines. Must have excellent written, oral, and interpersonal communication skills, including telephone communication. Must be able to adapt to changing priorities and to assimilate new knowledge quickly and effectively in order to incorporate the products and outgrowths of evolving technologies. Strong teamwork, interpersonal communication and problem-solving skills. Capable of working collaboratively in a fast-paced, dynamic environment. Demonstrated mental/physical ability and stamina for meeting the essential duties of the position and the ability to travel to and from the intermediate school district and the constituent school districts in the service area. Punctuality and good attendance are requirements for the position. Ability to work a flexible work day and work week. Ability to exercise good judgment and make decisions in accordance with board policies and established administrative operating procedures.

Special Job Considerations: Certification:
Type of Certification:
Bargaining Unit:
Salary Schedule: Contracted; up to 37.5 hours per week, $10.00 - $15.00 per hour
Immediate Supervisor: Information Systems Support Supervisor

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