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.
Manage the operation of the Tomball ISD Technology helpdesk and provide front-line support for staff, students, and the Tomball ISD community. Actively engage in actions that contribute to the overall mission and strategic plan of Tomball ISD.
Qualifications:
Education/Certification High school diploma or GED required. Associate Degree in a Technology-related field is preferred. A+ certification or other relevant certification preferred. Special Knowledge/Skills Effective verbal and written communication, interpersonal, and telephone etiquette skills. Ability to provide support remotely via phone, email, chat, or remote desktop software. Ability to understand the operation of district standard equipment. Ability to read, follow, and interpret software and hardware manuals. Ability to set priorities and handle multiple and complex assignments. Working knowledge of maintaining software/hardware technologies. Working knowledge of network configurations, topologies, and installation. Ability to properly diagnose enterprise equipment. Ability to properly troubleshoot enterprise applications. Bilingual preferred.
Major Responsibilities and Duties:
Provide friendly and responsive service and support to all stakeholders. Provide front-line support for staff, students, and the Tomball ISD community via phone, email, chat, remote desktop software, or in-person. Prioritize helpdesk requests and route them to the appropriate staff for escalation. Assist with user account issues, including password management, account lockouts, and group membership. Coordinate the warranty repair of district equipment with external providers. Assist in compiling data, documenting applications and systems, and preparing reports and diagrams. Train district staff in proper procedures and operations of district systems. Provide weekly updates and status reports to Technology leadership. Incident creation and updating of current open tickets within the ticket management system Contribute to an accurate inventory of all Technology systems and services in use districtwide. Perform other duties as assigned by the Executive Director of Technology Services.
Working Conditions Mental Demands/Physical Demands/Environmental Factors:
Moderate standing, walking, bending, lifting, and moving up to 30 pounds; Unboxing and installing new items; Prolonged sitting and computer use; Repetitive hand motions; occasional prolonged and irregular hours. The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required
