What are the responsibilities and job description for the IT Computer Technician - Helpdesk position at Linn-Mar Community Schools?
Position Title: IT Computer Technician - Helpdesk
Immediate Supervisor: Executive Director of Technology
Summary: Responsible for supporting District computing, telecommunications, and network operations and procedures. Responsible for supporting PCs, iPads, tablets, AV equipment, printers and peripheral equipment. Some configuration and monitoring of network and communications equipment. Provide first-rate Helpdesk support. Provides excellent customer service and support for users’ software and hardware needs. This is a non-exempt, professional-technical position.
Essential Duties and Responsibilities:
Professional Standards:
Supervisory Responsibilities: N/A
Minimum Education or Experience:
AA/AS degree in Information Technology related field and/or BA/BS degree in computer science or related discipline preferred; or the combination of education and experience that enables performance of all aspects of the position. 1-2 years experience in a Helpdesk or Computer Technical support position.
Licensure or Certifications:
Comptia A , Network , MCSA (Preferred, not required with 2 years experience)
Knowledge, Skills and Abilities: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here 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).
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.)
Ability to visit all District locations; the employee is regularly required to see, stand, walk, sit and manipulate (lift, carry, move) light to medium weights of 10 - 50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Employee must be able to frequently work with interruptions during a work shift. Employee must be capable of frequently working with co-workers with different personalities. Employee must be capable of working in a broad range of temperatures, humidity and other winter and summer environments.
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 mainly performed indoors with some potential for exposure to safety and health hazards related to electronics work. Employee will sometimes be exposed to outdoors to travel between buildings and/or relevant work outside. The noise level in this environment is moderate, however due to the number of persons working in a limited amounts of space, there can be distractions. The environment is smoke-free and asbestos free. There is air conditioning, though the distribution of heat and air conditioning is not always uniform in the work area.
Immediate Supervisor: Executive Director of Technology
Summary: Responsible for supporting District computing, telecommunications, and network operations and procedures. Responsible for supporting PCs, iPads, tablets, AV equipment, printers and peripheral equipment. Some configuration and monitoring of network and communications equipment. Provide first-rate Helpdesk support. Provides excellent customer service and support for users’ software and hardware needs. This is a non-exempt, professional-technical position.
Essential Duties and Responsibilities:
- Actively participate as a positive team member
- Provide first point of contact technical support over the phone, by email or onsite
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Walk the customer through the problem solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events, problems and resolutions in the Helpdesk database
- Contact software vendors to obtain specifications, pricing and other purchase related information
- Assist in evaluation and testing of software and in planning for future needs
- Follow-up and update customer status and information
- Identify and suggest possible improvements on procedures
- Updates job knowledge by participating in educational opportunities
- Competency and experience in Windows 10 environment
- Aptitude to learn new and implement new technologies as they are introduced into the district
- Provide in-person direct support for district staff using technology
- Establish and maintain a strong working relationship with building personnel
- Assist in continuous technology training to end-users
- Make safe work decisions – abide by all safety rules and regulations and ensure that proper safety practices are followed at all times
- Attend meetings as required
- Other duties as may be assigned
Professional Standards:
- Quality of Work (Work is correct, precise, and near; confidentiality is maintained, as job required; work product presents positive/professional appearance).
- Quantity of Work (The amount of work performed is evidence of high productivity; industrious; carries fair share of work load; seeks additional tasks).
- Knowledge of job (The job and job-related responsibilities are well understood and reflected in job performance; exhibits continuous improvement and ongoing learning).
- Creativity/Problem solving Offers new ideas; suggests innovative and better ways of performing necessary tasks).
- Interpersonal Skills (Works collaboratively with others; courteous; polite; pleasant; promotes positive image in contacts with co-workers and district’s customers).
- Dependability (Completes work in a timely fashion; reliable; punctual; consistent attendance; stable and calm in a crisis for an emergency; works independently).
- Professional Appearance (Dress is acceptable for the job; appears clean, well-groomed and “professional”).
- Organizational Skills (Exhibits ability to prioritize work; organizational skills enhance job productivity).
- Technical Skills (Advanced technical knowledge of the techniques and procedure of software and network support for multiple users).
- Written/Verbal Communication (Convey information and ideas accurately and clearly to meet the needs of the reader, transfers thoughts and ideas into speech and presents clearly).
- Managing Change/Adaptability (Demonstrates good understanding of organizational changes and communicates support for such change).
- Professional Approach (Professional, positive, and helpful approach with customers. Displays loyalty toward the organization. Demonstrates a capacity to understand customer (internal and external) requirements and produces a professional level of service that is satisfactory).
- Flexibility (Demonstrates openness to new organizational structures, procedures, technology. Willingly takes direction and will modify one’s preferred way of doing things).
Supervisory Responsibilities: N/A
Minimum Education or Experience:
AA/AS degree in Information Technology related field and/or BA/BS degree in computer science or related discipline preferred; or the combination of education and experience that enables performance of all aspects of the position. 1-2 years experience in a Helpdesk or Computer Technical support position.
Licensure or Certifications:
Comptia A , Network , MCSA (Preferred, not required with 2 years experience)
Knowledge, Skills and Abilities: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here 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).
- Windows 10 Configuration, Installation and Troubleshooting
- MDM
- Attention to Detail
- Organization of multiple requests and priorities
- Inventory Management
- Windows Systems / Server Administration
- Strong troubleshooting skills. Ability to provide remote technical support
- Desire and aptitude to work with various technologies and equipment in a structured environment
- Experience maintaining and replacing computer hardware components
- Ability to work independently, as well as in a team environment
- Customer-oriented attitude
- High level of organization and ability to prioritize
- Requires valid driver's license and ability to self-transport between district sites
- GED or High School diploma required. Additional post-secondary education or training, and employment experience in relevant IT area preferred
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.)
Ability to visit all District locations; the employee is regularly required to see, stand, walk, sit and manipulate (lift, carry, move) light to medium weights of 10 - 50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Employee must be able to frequently work with interruptions during a work shift. Employee must be capable of frequently working with co-workers with different personalities. Employee must be capable of working in a broad range of temperatures, humidity and other winter and summer environments.
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 mainly performed indoors with some potential for exposure to safety and health hazards related to electronics work. Employee will sometimes be exposed to outdoors to travel between buildings and/or relevant work outside. The noise level in this environment is moderate, however due to the number of persons working in a limited amounts of space, there can be distractions. The environment is smoke-free and asbestos free. There is air conditioning, though the distribution of heat and air conditioning is not always uniform in the work area.
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