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.
Computer Technician
School District of Washington
Technology & Learning Center - Washington, Missouri This job is also posted in Washington
Job Details
Job ID:
5849462
Application Deadline:
Posted until filled
Re-Posted:
Yesterday
Starting Date:
Mar 4, 2024
Job Description
SDOW Technology Department:
Computer Technician
Classification:
Non-Exempt; Hourly Position
Qualifications:
High School Diploma or GED equivalent. Minimum of one year professional, hands-on experience in computer hardware/software operations, desktop support, or IT customer service.
Demonstrated competencies and strong interpersonal communication with a user-first, customer service approach
Associate degree or technical certification(s) preferred. Previous K-12 public education or higher education technology support experience and/or familiarity with Google Workspace for Education, mobile device management platforms, and help desk ticketing systems preferred. Reports to (Daily): Network Administrator and Director of Technology
Position Overview:
Computer Technicians provide responsive, user-centered technical support across District buildings. This role is responsible for maintaining classroom learning technology, deploying and inventorying student 1:1 devices, troubleshooting hardware, software, and audio/visual systems, and resolving help desk tickets. Technicians work closely with educators, staff, and District technical leadership ensuring reliable technology operations that directly support classroom instruction and administrative operations. Technicians directly impact daily learning environments by maintaining a large asset inventory of student/staff devices, interactive classroom displays, network access points, peripheral hardware, and basic network drop connections Technicians collaborate with building administrators, classroom teachers, support staff, and third-party vendors, occasionally providing group or individual user guidance to support technology adoption and digital literacy across the District.
Essential Responsibilities:
Device Life-Cycle and Deployment:
Necessary activities to set up, provision, deploy, audit, and repair District technology assets, including student devices, staff workstations, and peripheral equipment.
Classroom and Building Technical Support:
Diagnose, repair, and maintain classroom technology systems, including interactive flat panels, projectors, document cameras, sound amplification equipment, digital signage, VoIP phones, and security surveillance components.
Ticketing and Workflow Management:
Actively manage, prioritize, and resolve help-desk tickets within established service level agreements, documenting detailed troubleshooting steps and resolution notes/communications.
Inventory and Asset Management:
Maintain accurate asset records within the Districts management tracking system, track device assignments, repair status, hardware spare parts, and warranty replacements.
Basic Network and Infrastructure Maintenance:
Perform physical cabling checks, verify wireless access point connectivity, re-patch network jacks, and basic network troubleshooting to support operational connectivity.
User Support and Training:
Provide friendly, accessible coaching and quick-reference support to staff and students on basic hardware operations, software applications/navigation, and digital security best practices.
Team and District Collaboration:
Participate actively as a collaborative member of the IE team to support District strategic initiatives, building upgrades, and maintenance rollouts.
Other Duties:
Perform other job-related duties as assigned by the supervisor to ensure uninterrupted school operations. This includes regular and reliable attendance to perform the functions of this position and associated roles required for emergency operations.
Other Related Responsibilities:
Project Support and Flexible Hours:
Occasional flexible working hours (evenings and weekends) may be required during peak periods or major systems upgrades. This includes emergency infrastructure restorations.
Professional Growth:
Participate in District-sponsored (typically Department specific) technical training, professional development opportunities, and team workshops to remain currency with evolving educational technologies and IT security standards.
TERM OF EMPLOYMENT
Technology staff work a 12 month calendar consisting of 239 work days, designated paid holidays, and scheduled days off. Benefits also include paid vacation annually and 12 paid leave days awarded annually with opportunity of accumulation of days from fiscal year to fiscal year. This position has a weekly scheduled time commitment of 40 hours with occasional overtime for facility emergency response. Matching defined benefit pension, health insurance, and ancillary insurance options included. Entry level pay starts at $21.61 but may be higher depending on experience and training.
EVALUATION
Performance of this job will be evaluated under the direction of the Network Administrator.
PHYSICAL, MENTAL AND VISUAL DEMANDS
While performing the duties of this job, the employee is frequently required to stand, walk and sit. Additionally, the employee is required to push or lift up to 50 lbs as necessary for project completion. Lastly, this job requires the employee to have the vision ability to read handwritten or typed materials, and meet multiple demands from several people while interacting with other staff and the public.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
JOB DUTIES
The most significant duties of this position have been included in this job description. However, this job description is not an exhaustive list of all duties performed. In addition, the District may modify this position as needed to reflect the assignment of additional or supplemental duties assigned. Employees are expected to perform all assigned duties regardless of whether such duties appear in this job description.
