Job Title: Help Desk Technician
| Reports to: | Manager, Technology and Information Services |
| Job Group: | School-Related Personnel |
| FLSA: | Non-Exempt |
| Job Code: | 5064 |
| Salary Schedule: | PG03 |
JOB GOAL
Responsible for providing technical support and training to end users regarding the operation and use of application software and workstation hardware, in accordance with District policies and procedures.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provide support, analysis, and resolution of requests from end users via phone, email, and other support systems, including remote support.
- Maintain detailed and accurate records of services, which includes recording the problem description, error messages and/or symptoms, any troubleshooting steps taken, the result, and the solution, if applicable.
- Manage and respond to support requests in a timely, consistent, and professional manner.
- Communicate trends of support requests to relevant team members; escalate issues to appropriate administrative/departmental staff as needed.
- Foster a culture where self-guided problem-solving and troubleshooting are encouraged.
- Proactively develop documentation to address and reduce future occurrences.
- Identify and suggest possible improvements to procedures to administration as appropriate.
- Provide back-up technical support for other sectors of the department when needed.
- Ensure confidentiality and discretion are maintained, as required by federal, state, and District policies.
- Maintain compliance with School Board policy at all times.
- Perform other duties as assigned.
MINIMUM REQUIREMENTS
KNOWLEDGE, SKILLS & ABILITIES
- Proficiency in diagnosing, troubleshooting, and computer/electronic device hardware and software applications
- Ability to work as a team to accomplish shared goals and objectives
- Ability to effectively engage in the problem-solving process
- Ability to communicate effectively with a variety of audiences, orally and in writing,
- Excellent time management skills and ability to organize, prioritize, and manage work assignments in an efficient manner and within established timeframes
- Operating knowledge of computer programs, including email, word processing, spreadsheets, databases, and web-based technologies and platforms
- Ability to establish and maintain collaborative working relationships with all stakeholders
EDUCATION, TRAINING & EXPERIENCE
- High school Diploma or General Education Degree (GED) from an accredited institution
- One year of experience in a help desk or data processing training operation
- OR
- Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position
CERTIFICATES, LICENSES & REGISTRATIONS
- None
PREFERRED QUALIFICATIONS
- Associate degree from an accredited institution in the field of Information Technology, Computer Science, or related field
- Two years’ experience in a help desk or data processing training operation
SUPERVISORY RESPONSIBILITY
None
PHYSICAL REQUIREMENTS
Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently. If the use of arm and/or leg controls require exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated as light work.
PHYSICAL ACTIVITY
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is required to sit, talk and hear; stand and walk; use hands to finger, handle, or feel; reach with hands and arms. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, and the ability to adjust focus.
WORKING CONDITIONS
Indoors and Outdoors: The worker is subject to both environmental conditions. Activities occur inside and outside.
MACHINES, TOOLS, EQUIPMENT
- General office equipment, including personal computers, fax machines, copiers, telephones, etc.
TERMS OF EMPLOYMENT
Salary and benefits shall be paid consistent with the District’s approved compensation plan. Length of the work year and hours of employment shall be established by the District.
Performance of the job will be evaluated in accordance with provisions of the School Board’s policy on evaluation of personnel.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Pasco County Schools will provide reasonable accommodations to qualified individuals with disabilities to allow them to perform the essential functions of the job when such individuals request an accommodation.
