IT Helpdesk Technician

17 hours ago

East Helena, MT, United States East Helena Public Schools Full time
Position Type:
Technology/Computer Technician

Date Posted:
11/18/2025

Location:
District Wide

IT Helpdesk Technician East Helena Public Schools

Reports to: IT Director, Superintendent

Employment Type: Full-time, twelve months per year, standard schedule as needed to successfully meet goals and objectives.

Students Served: 2000

Staff Supported: 250

Position Summary:

The IT Helpdesk Technician provides the first level of technical support for all district staff and students, ensuring the smooth and efficient operation of all school technology.
This role requires a patient, methodical, and customer-service-oriented individual to diagnose and resolve a wide range of hardware, software, and network issues in a K-12 environment. The technician will serve as the primary point of contact for all technology-related inquiries and play a key role in supporting educational and administrative functions.

Essential Duties and Responsibilities:
  • First-Level Support: Serve as the initial point of contact for technical support requests via phone, email, in-person visits, and a service call tracking system.
  • Troubleshooting & Resolution: Diagnose and resolve basic to routine hardware and software problems for devices including desktop computers, laptops (Windows/Mac/Chromebooks), tablets (iPads), printers, and other peripherals.
  • Ticket Management: Accurately log all service requests into the district's ticketing system, document diagnostic steps and solutions, prioritize issues, and escalate more complex problems to the appropriate higher-level support staff.
  • Account Management: Perform basic user account management tasks, including creating accounts for new staff/students, resetting passwords, and managing access permissions for various systems (e.g., G Suite, Office 365, student information systems).
  • Hardware Management: Assist with the installation, configuration, deployment, and inventory management of new computer equipment and software, and coordinate warranty repairs with vendors.
  • Classroom Technology Support: Provide support for classroom A/V equipment, including interactive whiteboards/Smartboards, projectors, document cameras, and other instructional technology tools.
  • User Training: Provide one-on-one or small group training to staff and students on the proper use of district technology and new software applications, translating technical language into easy-to-understand terms.
  • Maintenance: Perform minor and preventive maintenance on equipment, such as replacing printer ink/toner cartridges, and ensuring computer labs and carts are in working order.
  • Event Support: Assist with technology setup and support for school events, meetings, and student device deployments.
  • Documentation: Create and maintain technical documentation and user manuals for various systems and common issues.
Qualifications and Skills:
  • Education/Experience: High school diploma or equivalent required; Associate's degree in a related field or relevant technical certifications (e.g., CompTIA A+) highly desirable. Previous experience in a helpdesk or customer service environment is preferred.
  • Technical Skills: General knowledge of computer operating systems (Windows, Mac OS, iOS, Chrome OS), hardware components, and common educational and office software (Microsoft Office, Google Workspace). Basic understanding of networking concepts (TCP/IP, Wi-Fi) is also required.
  • Problem-Solving: Strong analytical and problem-solving skills with the ability to diagnose issues efficiently and implement effective solutions.
  • Communication: Excellent verbal and written communication skills, with the ability to communicate effectively and patiently with non-technical users, including students and staff.
  • Interpersonal Skills: A high degree of patience, empathy, and strong customer service skills. Must be respectful, dependable, honest, and able to maintain confidentiality.
  • Physical Demands: Ability to lift and carry moderately heavy computer equipment (up to 40 pounds), stand, walk, bend, stoop, and occasionally work on a ladder.
  • Other Requirements: Must pass a pre-employment background check and possess a valid driver's license for travel between district locations if required.

Working Conditions: Work is generally performed indoors in an office and school environment. The role involves balancing routine maintenance and urgent technical issues, requiring adaptability and effective time management skills.

Additional Duties: Performs other related duties, as assigned.
Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive of every task or responsibility.

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