A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
1. Minimum of a high school diploma. 2. Experience in troubleshooting and repair of basic computer problems. 3. Have a basic understanding of all types of computers. 4. Must be able to support all computer platforms in the district. 5. Must have a working knowledge of the Windows and Macintosh operating systems. 6. Knowledge of a variety of hardware and software technical resources. 7. Have experience in performing general maintenance on computer hardware. 8. Must be able to provide technical assistance for Macintosh and Windows based computers. 9. Must have a working knowledge of computer networks and network operating systems. 10. Must meet the requirements of a criminal record check as specified by Kentucky state law. 11. Must meet health requirements as specified in district policy. 12. Such alternatives to the above qualifications as the Board may find appropriate and acceptable.
Reports To:
Director of Technology Job Goal:
To coordinate the smooth and efficient operation of technology operations and provide assistance in the implementation of technology in the district.
Critical Skills/Expertise Required:
Knowledge of:
1. Operation of the Windows, Macintosh Chrome, iOS devices, and other devices owned by the district. 2. Methods and techniques of basic computer troubleshooting and repair. 3. Network systems, network operating systems, and networking equipment. 4. Technical aspects of computer operation. 5. Advanced principals of computer technology. 6. Modern office practices, procedures and equipment. 7. Correct English usage, grammar, spelling, punctuation and vocabulary.
Essential Job Functions Ability To:
1. Troubleshoot and repair basic computer, printer, and network problems. 2. Be able to assist in the installation and implementation of computer hardware and accessories in the district. 3. Install software on all computer platforms in the district. 4. Assist in the training of district personnel in routine maintenance and repair of hardware and equipment. 5. Assist in the installation and maintenance of all file servers and network equipment in the district. 6. Self starter and ability to work independently.
Performance Responsibilities:
1. Assist in the writing of bid specifications for the purpose of obtaining computer replacement parts and supplies. 2. Assist in implementing and following maintenance and repair procedures for computers, printers, network equipment, light/sound boards, and other technical resources. 3. Must be able to perform clerical duties as assigned (such as completion of purchase orders). 4. Develop and maintain an up-to-date, accurate inventory of equipment, computer hardware and software that belongs to the district and to individual schools in the district. 5. Assist in the development of a technical reference guides to be distributed to schools in the district. 6. Reads, observes, and seeks ways to improve computer performance and implementation. 7. Continues to follow technical advances and stay abreast of the latest technology. 8. Assists in preparing guides, manuals, forms and training materials addressing the needs of the staff of Warren County Public Schools . 9. Performs other duties as may be assigned by the Director of Technology. 10. Attend local, regional, state and national conferences as required by the Director in order to continue professional learning.
Terms of Employment:
1. Work year is comprised of 12 months employment with paid holidays and vacations as designated by current school calendar and board policy. 2. Salary commensurate with adopted classified personnel salary schedule for Computer Technician. 3. Sick leave, emergency leave, and personal leave as stated in Board policy.
Evaluation:
Performance of this job will be evaluated in accordance with the provisions of the Boards policy on Evaluation of Classified Personnel. Evaluation will be conducted by the Director of Technology. I_________________________________________have read and understand the terms (name of employee) set forth in this job description. _____________________________ Signature of Employee _____________________________ Date Signed Approved, WCBE 5/13/08 Revised, BOE 4/25/16
