Help Desk Manager

WARREN COUNTY CAREER CENTER
An Equal Opportunity Employer
 
POSITION:   Help Desk Manager
REPORTS TO:   Director of Information Technology or Designee
EMPLOYMENT STATUS:    Full-Time, 257 Days, 40 Hours Per Week, FLSA Non-Exempt

           
QUALIFICATIONS:      

• High school diploma or equivalent; Associate’s or Bachelor's Degree in related area preferred
• CompTIA A+ certification preferred (willing to obtain if certification not held)
• Admin Experience with Google Apps, Microsoft Office and other common use software
• Experience with troubleshooting to repair hardware and software issues
• Ability to problem solve while working independently or as part of a team
• Strong interpersonal and communication skills
• Strong organizational and technology skills
• Must pass a criminal background check
• Hold a valid Ohio Driver’s License

GENERAL DESCRIPTION:
This position will be responsible for the management and operation of the Helpdesk at Warren County Career Center. This involves assisting staff and students with hardware and software issues and performing hardware repair and warranty processing for district equipment and services, as well as maintaining inventory information and working with the Director of Information Technology to maintain stock of technology repair items.
This position will provide support for the Technology Department by answering the Helpdesk telephone and either providing solutions over the phone (or in person) or entering a Helpdesk ticket to escalate the issue to a Systems Support Engineers. This includes workbench-level repair, software installation for computers and laptops for the Technology Department as well as basic end-user training.
This position will have opportunities to work with System Support Engineers in the Technology Department on tickets and projects they have assigned to broaden their knowledge of IT support.
ESSENTIAL FUNCTIONS:

• Investigates problems that arise with computer hardware, software, and user network connections and all associated peripherals, identifies their source and implements solutions
• Demonstrates use of judgment when escalating a work ticket to the System Support Engineers
• Serves as an active member of the Technology Department; seeks assistance from Computer/Network Technicians on problems that cannot be resolved individually
• Assists personnel of other departments as a technology resource
• Assist staff and students in the use of new and existing technologies
• Follows proper documentation and inventory procedures when performing repairs in the assigned workbench area
• Ability to operate in independent situations, which requires completion of job tasks according to specified standards of quality and outcomes
• Efficiently and accurately completes walk-in Chromebook Helpdesk support, repairs, and work orders assigned through the Technology Help Desk system
• Maintains confidentiality with regard to the information being processed, stored, or accessed by end-users on the network
• Maintains respect at all times for confidential information (ex. student and staff information)

 
OTHER DUTIES AND FUNCTIONS:
 

• Serves as a role model for students in how to conduct themselves as citizens and as responsible, intelligent human beings
• Is professional and courteous at all times
• Demonstrates a willingness to acquire knowledge and skills to meet new challenges
• Maintains an acceptable attendance record and is punctual
• Maintains up to date knowledge of technology utilized by the district
• Is punctual and thorough in the implementation of assigned duties
• Takes precautions to ensure staff and student safety
• Maintains confidentiality of student information and records
• Performs any and all other duties as assigned by the Superintendent, his/her designee, or the employee’s direct supervisor or his/her designee

 
KNOWLEDGE OF:  Computer and/or network systems, applications, procedures and techniques.
 
ABILITY TO:  Communicate technical information to nontechnical personnel.  Install, repair, configure and maintain personal computers, and related hardware and software.  Identify and resolve malfunctions and operations problems. 

TERMS OF EMPLOYMENT:

• Workdays stipulated as per calendar; salary as per salary schedule as adopted by the Board of Education
• Salary starting at: $63,498 per year

Questions?                               
Please contact:
Eric Griffith, Director of Information Technology
Email: Eric.griffith@mywccc.org

Equal Opportunity Employer
The Warren County Vocational School District is dedicated to providing equal employment opportunities to all people regardless of age, race, color, sex, disability,
religion, national origin, ancestry, culture, sexual orientation, marital status or military status.  No person shall be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any educational program or activity conducted under its sponsorship.