2024-2025 SY SY: IT Help Desk Lead Technician

 

Title: IT Help Desk Lead	Work Unit: Technology	Reports To: Asst. Director of Technology
Contract Length: 12 Months	Pay Schedule: Technology 12 Month	Overtime Status: Exempt
Hours: 40 Hours/week	Union Status: Non-Union	Licensure: N/A

Note: All positions with Santa Fe Public Schools require a post-offer/pre-employment background check. Some positions have additional requirements as established by federal or state rules and regulations.
 
General Function:
The HelpDesk Lead is responsible for providing professional and efficient HelpDesk support. Exceptional customer service is the key to succeeding in this role. This hands on team lead will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT HelpDesk team.
 
Education/Training/Experience:
Minimum:  At least 5 years of relevant experience in Information Technology with an emphasis on HelpDesk support
Preferred:  7 plus years of experience in Information Technology, ITIL Certified, Bilingual in English-Spanish
 
Knowledge/Skills and Abilities:

• Familiar with IT Infrastructure Library (ITIL), a framework of best practices in delivering IT services
• Ability to interact professionally and effectively support diverse groups including but not limited to teachers, administrators, support staff, students and contractors
• Demonstrates empathy, patience and effective listening skills when working with end users
• Ability to learn new technology and keep informed about the latest technological advances
• Demonstrates effective communications skills (oral and written)
• Demonstrates effective organizational and time management skills
• Demonstrates knowledge of IT ticketing systems
• Demonstrates knowledge of Active Directory in provisioning and de-provisioning of user accounts
• Demonstrates knowledge of multiple operating systems including Windows OS, Chrome OS and Mac OS/iOS.
• Demonstrates knowledge of Google, Microsoft and Adobe suites
• Demonstrates knowledge of single sign on platforms like ClassLink
• Demonstrates knowledge of learning management systems like Open Access/Canvas
• Demonstrates knowledge of digital instructional resources such as SeeSaw, Savvas and PowerSchool
• Demonstrates knowledge of Chromebook functionality, troubleshooting and repair
• Demonstrates knowledge of iPad functionality and troubleshooting

 
Essential Job Functions:
Performs all functions in accordance with established policies, procedures, safety and environmental regulations, facility and computer security policies and procedures. Functions are subject to change from time to time to meet the needs of the organization. Current essential functions include the following:

1. Leads the HelpDesk team to ensure end user support needs are effectively being met
2. Responsible for the standardization and continued improvement of HelpDesk procedures
3. Responsible for providing desktop/end user support via phone, in person and by remote access
4. Schedules HelpDesk team to ensure proper coverage is provided at all times
5. Utilize Technology ticketing system to track daily tasks as well as assign tickets to Technology team
6. Responsible for the onboarding and offboarding of employees
7. Responsible for the issuance of district devices to district employees
8. Responsible for the receipt of district devices from employees separating from the District
9. A strong focus on customer service and quality assurance
10. Responsible for cross training and mentoring HelpDesk technicians
11. Review and update HelpDesk Procedural Manual
12. Effectively supports Technology team by triaging and resolving Tier I level issues
13. Responsible for managing district cell phones
14. Other duties as assigned

Salary Range:
$46,400 - $56,203
 
Resources Used in Performing Job Include (but are not limited to): 
Standard network and office equipment including computers, phones, copiers, etc.  Automobile to travel to district sites and/or meetings.
 
Physical/Cognitive Requirements:
The work is primarily performed in an office and is fairly sedentary.  It requires the ability to communicate effectively using speech, vision and hearing.  The work requires the use of hands for simple grasping and fine manipulation.  At times bending, squatting, reaching and the ability to lift, carry, push up to 40 pounds.
 
Environmental Conditions: 
Most work performed in an office setting with some work at district sites.
 
Personal Accountability:

1. Demonstrates reliability as evidenced by attendance records and punctuality.
2. Properly notifies supervisor and/or designee of absences or tardiness.
3. Begins and completes work within the allotted time.
4. Consistently appears in attire appropriate to the work environment.
5. Demonstrates skill in the use of equipment including its capabilities, limitations and appropriate/ special application.
6. Protects the district’s resources through appropriate and careful use of supplies and equipment.
7. Utilizes appropriate body mechanics to aid in the prevention of muscle strain/injury.