Job Summary Provide help desk support to remotely diagnose and resolve end-user problems with mobile devices and desktop computing devices, network connectivity and software functions Assign appropriate personnel to respond to requests which cannot be resolved by technology support technicians Help configure and manage Help Desk software to measure and improve basic Help Desk metrics like customer satisfaction, agent utilization, response times and resolution rates Schedule and document work assignments in accordance with policies and procedures Assist Technology Support Technician with work order escalation and complex trouble shooting Assist staff with setup and effective use of desktop and enterprise-level video conferencing tools Use content management software to maintain the ITS presence on the website Provision, manage and de-provision user credentials and access to GCOE technology resources in accordance with established policy and procedures Maintain and update department procedures documentation on a regular basis Use ITS software to accurately maintain real-time inventory of software installed, licensed and used by GCOE and District staff Answer help desk telephones. Use appropriate software to document assistance requests from schools and departments. Requests may include onsite assistance, procurement of equipment or training Requirements / Qualifications Completion of a recognized two-year program of study in any area of technology preferred: or graduation from high school supplemented by college level course work or training/experience equivalent to the completion of a two-year program in technology; Two years of experience performing technology help desk duties; OR One-year experience performing technology help desk duties and a Bachelor of Arts or Science degree. Ability to or completion of the A+ certification.

SUBMIT:

Application Resume Transcripts Certifications 2 Letters of Recommendation Cover Letter