JOB TITLE: Helpdesk Technician
REPORTS TO: Director of Technology
FLSA STATUS: Non-exempt
CONTRACT STATUS: Full-time/12-month contract
SALARY SCHEDULE: Technology Technician
APPROVED BY: Lisa Wells
APPROVED DATE: 9/10/18
SUMMARY: Performs skilled repair and maintenance of all technology-related equipment, as well as technical support for all technology-related systems. Serving as a Technology/Helpdesk Technician, this position must possess competent technical knowledge and the ability to communicate effectively to understand technical problems and explain solutions. The Technology/Helpdesk Technician also performs technical support for all technology-related systems, both physically and remotely.
ESSENTIAL FUNCTIONS: these statements are intended to describe the responsibilities assigned to this position and are not intended to represent an exhaustive list of all responsibilities, duties and skills required.
Performs skilled repair and maintenance of all Owasso Public School-owned technology-related equipment, as well as technical support for all technology-related systems.
May sometimes serve as the first point of contact for customers seeking technical assistance over the phone or email.
Provides technical assistance and support for incoming queries and issues related to technology throughout the district, both hardware- and software-related; walks users through problem-solving processes.
Directs unresolved or higher-level issues to the next level of support personnel.
Follows-up and updates user status and information on ongoing technical issues.
Identifies and suggests possible improvements on procedures.
Supports users, including offering technical advice on equipment setup and operation, general troubleshooting, and software installation.
Repairs, maintains, and upgrades all technology-related equipment.
Troubleshoots login issues and network drive issues.
Uses a work order tracking system as notification for routine repairs and maintenance.
Establishes and maintains effective working relationships with those contacted in the course of the work.
Works effectively as a team player, and helps other team players when necessary.
Runs and pulls cable when- and wherever necessary throughout the district.
Assists with special projects.
All other duties as assigned by the administrator.
SUPERVISORY RESPONSIBILITIES: None
QUALIFICATION: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
High School Diploma or GED equivalent.
Two (2) years of related experience.
KNOWLEDGE/SKILLS/ABILITIES: Basic knowledge of technology principles. General knowledge of computers and related technology devices. Ability to systematically troubleshoot standard computers, iPads, and Chromebooks. Ability to diagnose and resolve basic technical issues. Ability to demonstrate technical repairs to student interns. Ability to follow all district policies and procedures. Demonstrating ability to sympathize and communicate effectively, orally and in writing, with faculty, staff, team members, and administrators. Ability to work without supervision, and work as a team player. Demonstrate a high level of initiative, flexibility, and the ability to work independently. Ability to document records accurately. Ability to manage confidential information in a manner that respects students, families, and employees. Ability to listen effectively. Strong customer focus; service-oriented attitude. Ability to complete multiple tasks simultaneously.
LANGUAGE SKILLS: Ability to speak clearly in well-modulated voice with good diction. Ability to read, write, and interpret the English language in a variety of forms. Ability to communicate clearly and concisely, both orally and in writing.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY: Ability to apply common sense understanding to carry out written and oral instructions. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
LICENSES and REGISTRATIONS: Current driver’s license in good standing.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to talk and hear. The employee is often required to sit and use his/her hands and fingers to handle or feel and reach with arms and hands. The employee will be lifting, bending, and crawling under desks and lab counters; must be able to lift a minimum of fifty (50) pounds. The employee will be standing and climbing stairs and ladders.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is sometimes performed in an office setting, but also outside the office such as classrooms, . The noise level in the work environment is usually quiet. Must have own transportation to visit all sites, as well as a reliable cellular device for effective communication between team members and supervisors.