JobID 4989 : IT Help Desk II - Application Support (#1828899)

Job | Posted 13 days ago

Salt Lake City School District

IT Help Desk II - Application Support

Contract (243 Days)
FTE: 1.00 (40 hours per week)
Priority Screen Date:  October 15, 2019
FLSA: Non-Exempt
This position is benefits-eligible
Startung wage: Starts at $21.22 per hour (48-A)

Purpose Statement

The job of IT Help Desk II - Application Support is done for the purpose/s of providing technical assistance and support related to student, financial and business computer systems and software. Responds to queries, runs diagnostic programs, isolates problems, determines and implements solutions, and trains on system functionality.  This job reports to Student Information Business Analyst.

Essential Functions
  • Answers telephone, answers email messages, and greets individuals for the purpose of providing first level IT Service Desk/Help Desk support for IT issues experienced by technology users.
  • Assists other personnel as may be required for the purpose of ensuring an efficient and effective work environment.
  • Creating tickets using some form of ticketing software for the purpose of tracking technology related problems.
  • Evaluates situations (e.g. involving other staff, students, parents, the public, etc.) for the purpose of taking appropriate action and/or directing to appropriate personnel for resolution.
  • Follow-up with customers for the purpose of ensuring technology problems have been resolved.
  • Guides technology user through problem-solving process for the purpose of diagnosing technology related problems.
  • Maintains a variety of manual and electronic documents files and records for the purpose of providing up-to-date information and/or historical reference in accordance with established administrative guidelines and legal requirements.
  • Maintains regular and predictable attendance for the purpose of fulfilling job requirements efficiently and effectively.
  • Performs clerical functions (e.g. copying, faxing, filing, sorting mail, etc.) for the purpose of helping the department run more efficiently.
  • Performs record keeping (confidential and non-confidential) and general and program specific clerical functions (e.g. scheduling, copying, faxing, etc.) for the purpose of supporting assigned administrator and/or site with necessary materials.
  • Prepares written materials (e.g. reports, memos, letters, newsletters, etc.) for the purpose of documenting activities, providing written reference and/or conveying information.
  • Processes a variety of documents and materials (e.g. correspondence, agendas, minutes, event programs, bulletins, reports, student records, etc.) for the purpose of disseminating information to appropriate parties.
  • Receives feedback from customers about computer usage for the purpose of providing feedback about system usage to system administrators.
  • Responds to inquiries from a variety of internal and external parties (e.g. staff, parents, students, public agencies, etc.) for the purpose of providing information, facilitating communication among parties and/or providing direction.
  • Runs diagnostic programs for the purpose of resolving technology related problems.
  • Specializes in the support of specific application areas (e.g. Student Information System support, scheduling support, Financial Information System support, applicant tracking support, etc.) for the purpose of providing in depth application support.
  • Supports assigned administrative personnel for the purpose of providing assistance with administrative functions.
  • Supports the information reporting needs of the District including District, State, and Federal (e.g. school boundary, address, grid-code maintenance, ARCVIEW, Student Information System, etc.) for the purpose of complying with various mandates.
  • Writes training manuals for the purpose of helping technology users use and implement technology following established standards.
Other Functions
  • Completing other duties as assigned for the purpose of ensuring departmental operations are met.
Job Requirements:  Minimum Qualifications
Skills, Knowledge and Abilities

SKILLS are required to perform multiple, technical tasks with a need to occasionally upgrade skills in order to meet changing job conditions. Specific skill based competencies required to satisfactorily perform the functions of the job include: operating equipment used in; operating standard office equipment; preparing and maintaining accurate records; using pertinent software applications and experience supporting a Student or Financial Information System;.

KNOWLEDGE is required to perform basic math, including calculations using fractions, percents, and/or ratios; read technical information, compose a variety of documents, and/or facilitate group discussions; and solve practical problems.  Specific knowledge based competencies required to satisfactorily perform the functions of the job include: business telephone etiquette; concepts of grammar and punctuation; keyboarding; office application software; practicing cultural competency while working collaboratively with diverse groups and individuals. Specific knowledge based competencies required to satisfactorily perform the functions of the job include: current and legacy versions of Windows; Internet protocols; standard office, business and/or school processes.

ABILITY is required to schedule a number of activities, meetings, and/or events; often gather, collate, and/or classify data; and use job-related equipment. Flexibility is required to independently work with others in a wide variety of circumstances; analyze data utilizing defined but different processes; and operate equipment using a variety of standardized methods. Ability is also required to work with a diversity of individuals and/or groups; work with a variety of data; and utilize a variety of job-related equipment. Problem solving is required to identify issues and create action plans. Problem solving with data frequently requires independent interpretation of guidelines; and problem solving with equipment is moderate. Specific ability based competencies required to satisfactorily perform the functions of the job include: adapting to changing work priorities; communicating with diverse groups; displaying mechanical aptitude; maintaining confidentiality; meeting deadlines and schedules; setting priorities; working as part of a team; working with detailed information/data; working with frequent interruptions. Provide excellent customer service.

Responsibilities include: working under direct supervision using standardized routines; providing information and/or advising others; operating within a defined budget. utilization of some resources from other work units is often required to perform the job's functions. There is some opportunity to impact the organization’s services.

Working Environment
The usual and customary methods of performing the job's functions require the following physical demands: some lifting, carrying, pushing, and/or pulling,  and significant fine finger dexterity. Generally the job requires 65% sitting, 15% walking, and 20% standing.  This job is performed in a generally clean and healthy environment.

Experience      Minimum one year working with and supporting others with computer applications.

Education        High school diploma or equivalent.

Preferred Qualifications  Experience using PowerSchool and Illuminate
Required Testing Certificates
Computer skils test/s
Continuing Educ./Training Clearances

Posted By

Salt Lake City School District

440 E 100 S, SALT LAKE CITY, UT 84111
Compare with State

Amount per Student

$10,135 (USD)

State Average: $7,571 (USD)

% ELL Students


State Average: 7%

Student Teacher Ratio

State Average: 22.85

% IEP Students


State Average: 12%


State Average: 338