30392 Helpdesk Specialist

Position Type:
Technology/Technology Assistant

Date Posted:
4/15/2024

Location:
Marvin D. Roden Technology Center
Job Title: Helpdesk Specialist Exemption Status/Test: Non-Exempt

Reports to: Director of Technology Services Date Revised: August 2022

Dept./School: Planning, Implementation, and Support

Pay Grade 203 226 Days Min: $194.00 Mid: $236.59 Daily rates

Primary Purpose:

Provide highly responsive support for district staff with educational and administrative applications, including desktop operating system and productivity tools, in a way that supports instruction and facilitates employee productivity.
Qualifications:

Education/Certification:

• High School Diploma or equivalent
• Valid Texas driver's license
• Technical Support Certification, i.e. A+, Google, and Microsoft certifications preferred

Experience:

• Minimum of two (2) years of performing technical support and customer service

Special Knowledge/Skills:

• A strong working knowledge of supporting computer systems, hardware, and software in a K-12 setting
• Problem-solving ability to troubleshoot and resolve software issues remotely
• Excellent written and oral communication and interpersonal skills
• Experience supporting Windows OS, Microsoft Windows Applications, Chrome OS, Apple MacOS, and Apple iOS
• Hands-on experience supporting computers and peripherals on a network
• Hands-on experience supporting wireless devices on a network
• Ability to handle high-volume, fast-paced workload
• Ability to maintain accurate paperwork and records
• Working knowledge of a ticketing system, i.e. ServiceNow
• Willingness to learn new skills and take on added responsibilities
• Good judgment in assessing the nature of problems, prioritizing the needs of users, identifying resources for solutions, and escalating critical issues to the appropriate personnel

Major Responsibilities and Duties:

1. Resolve technical problems via phone support, remote control software, and email communication.
2. Provide end-user application support for Garland ISD staff.
3. Provide account management for enterprise systems for Garland ISD.
4. Prepare and maintain technical support documentation for staff.
5. Review and revise Tech Knowledge Base support documentation.
6. Works well in a supportive, collaborative, cooperative, and service-oriented team environment.
7. Self-starter with personal initiative, abiltiy to follow directions, and good organizational skills.
8. Informs Technology Coordinators of ongoing technical issues.
9. Recognize potential district-wide technical problems and escalate them appropriately.

Other

1. Follow district safety protocols and emergency procedures.
2. Perform other duties as assigned.

Supervisory Responsibilities:

None
Mental Demands/Physical Demands/Environmental Factors:

Tools/Equipment Used: Standard office equipment, including personal computer and peripherals

Posture: Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting

Motion: Repetitive hand motions, including frequent keyboarding and use of a mouse; occasional reaching

Lifting: Occasional light lifting and carrying (less than 15 pounds)

Environment: May work prolonged or irregular hours; occasional districtwide travel
Mental Demands: Work with frequent interruptions, maintain emotional control under stress

Inquiries to: Michael White, Director
MWhite4@garlandisd.net

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