Job Title: Help Desk Technician

Reports to:Manager, Technology and Information Services
Typical Schedule:245 days/7.5 hours
Bargaining Unit:USEP SRP

 

FLSA:Non-Exempt
Job Code:5064
Salary Schedule:28B

JOB GOAL

Responsible for providing technical support and training to end users regarding the operation and use of application software and workstation hardware.

ESSENTIAL DUTIES & RESPONSIBILITIES

The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These statements are not intended to be construed as an exhaustive list of all duties and responsibilities required of those in this position.
  1. Provide Tier I and/or Tier II support to end users of various enterprise systems via phone, email, and other support systems.
  2. Analyze and resolve questions and requests for technical support from end users regarding hardware and software issues, including correcting actions as needed.
  3. Schedule and provide trainings to end users regarding daily processing and reporting requirements and that reinforce standard procedures.
  4. Schedule and conduct system training classes that reinforce software and hardware functionality including FTE, end-of- year processing, introductions to new platforms, and changes in federal, state and local reporting requirements.
  5. Assist with scheduling the processing and electronic exchange of student records including transcript information to the Florida Department of Education (FDOE) in a manner consistent with the predefined formats and timeframes established by both state and district protocols.
  6. Record and maintain logs for help desk requests including the documentation of resolutions.
  7. Perform other duties as assigned.

MINIMUM REQUIREMENTS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty successfully. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS & ABILITIES

  • Knowledge of basic computer data processing or data entry procedures
  • Working knowledge of applicable federal, state, and local reporting requirements and regulations
  • Working knowledge of the operation and utilization of the various workstation hardware configurations installed throughout the district
  • Ability to communicate effectively with a variety of audiences, orally and in writing, including electronic media
  • Ability to organize, prioritize, manage and carry out duties efficiently and within established timeframes
  • Ability to establish and maintain collaborative working relationships with all stakeholders

EDUCATION, TRAINING & EXPERIENCE

  • High school diploma or equivalent.
  • 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

  • Two or more years of experience in a computer data processing or data entry position

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.

None: The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).

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.

Help Desk Technician;   EST: February 17, 1998;   REV: September 5, 2017;   Board Approved: September 5, 2017