Service Desk Associate

Service Desk Associate Memphis Shelby County Schools - 3.1 Memphis, TN Job Details Full-time $21.80 - $31.34 an hour 1 day ago Qualifications Bilingual ITIL Foundation ITIL Certification MCITP Computer Science IT system monitoring Data analysis skills Equipment troubleshooting Family Educational Rights and Privacy Act (FERPA) Mid-level Printer (troubleshooting support) System maintenance High school diploma or GED Information security compliance Bachelor's degree ITIL Computer hardware Hardware support Customer support ticket management Organizational skills IT Equipment maintenance Technical skills instruction Network monitoring Cybersecurity 4 years Log analysis Bachelor's degree in computer science Escalation handling Interactive whiteboards (educational technologies)

Full Job Description Purpose and Scope:

SUMMARY DESCRIPTION

Delivers at a high level of competency in Information Technology. Provides leadership in the provision of technical support and assistance in the installation, maintenance and troubleshooting of IT systems and telephone systems. Assesses and performs analysis on data, and prepares data to facilitate Relationships and Customer Service functions of organization. Responsibilities require understanding of both theory and practice.

Essential Job Functions:

This position description is not intended to be an exhaustive list of all duties, knowledge or abilities associated with this classification, but is intended to accurately reflect the primary job elements. Responds to Help Desk Requests via telephone utilizing a ticketing system to track support, troubleshoot and resolve hardware, software, and connectivity issues. Maintains and Updates Devices by performing routine maintenance, software updates, and hardware checks on student and staff devices. Modifies User Accounts and Access , and resets passwords for accounts in systems like Active Directory, Microsoft 365, and PowerSchool. Communicates with district IT teams and external vendors for escalated issues. Documents Support Activities by logging tickets, resolutions, and updates in the help desk systems. Supports Classroom Technology by assisting and troubleshooting projectors, smartboards, printers, and other instructional tech. Educates Users on Tech Tools and Best Practices by providing basic training or guidance on software, cybersecurity, and device care. Monitors Network and System Alerts by reviewing alerts and logs for potential issues using monitoring tools. Assists with Testing and Special Events by assisting and supporting technoloav for standardized testinQ or school events. Supports Compliance and Security Protocols by following data privacy, FERPA, and cybersecurity guidelines. Performs other duties/responsibilities as assigned or directed.

Minimum Qualifications:

Graduation from an accredited college or university with a Bachelor's Degree in Computer Science; OR related field or a high school diploma and four years of relevant experience, for a total education/experience of four (4) years.

Preferred Certifications:

ITIL Foundation, Certified Support Center Analyst, Certified MCITP, A+. (PROOF

OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED

) .

Degree Equivalency Formula:

Bachelor's Degree= 4 years plus required years of experience. Master's Degree=6 years plus required years of experience.

Additional Job Details:

Bilingual is a plus IT help desk experience a plus