IT Help Desk II - Application Support

Salt Lake City School District (SLCSD)

IT Help Desk II – Application Support

Contract (242 Calendar Days)
FTE: 1.0 (40 Hours per week)
Anticipated Start: August 1, 2022
Priority Screen Date: July 21, 2022 
FLSA Status: Non- Exempt
This position is benefits eligible
Starting wage: $46,303 (48-A)

Purpose Statement

The IT Help Desk II - Application Support position provides assistance and support related to student, financial and business computer systems and software. Responds to queries, isolates problems, determines and offer possible solutions, and trains on program functionality.

This position reports to Student Information Business Analyst. 

Minimum Qualifications

1. Pass a fingerprint and criminal background check.
2. High School diploma or equivalent
3. Proficient in Microsoft Office suite and experience using a data-based software such as Business Plus
4. Minimum of one year working with and supporting others with computer applications.
5. Ability to speak, read, write and interpret English instructions
6. Ability to operate standard office equipment such as phone, fax and copy machine

Preferred Qualifications

1. Associate degree, applicable industry certifications, or equivalent experience

1. Experience in a K-12 Education or public employment environment
2. Intermediate Microsoft Office Suite Skills
3. Proficient in speaking, reading and writing Spanish or other language
4. Experience using PowerSchool and Illuminate

Essential Functions

1. Answers telephone, answers email messages, and greets individuals for the purpose of providing Tier 1 IT Service Desk/Help Desk support for IT issues experienced by school and district personnel users. 
2. Assists other personnel as may be required for the purpose of ensuring an efficient and effective work environment. 
3. Creating tickets using ticketing software for the purpose of escalating and tracking technology related problems. 
4. 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. 
5. Follow-up with customers for the purpose of ensuring technology problems have been resolved. 
6. Guides technology user through problem-solving process for the purpose of diagnosing technology related problems. 
7. 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. 
8. Maintains regular and predictable attendance for the purpose of fulfilling job requirements efficiently and effectively. 
9. Performs clerical functions (e.g. copying, faxing, filing, sorting mail, etc.) for the purpose of helping the department run more efficiently. 
10. 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. 
11. Prepares written materials (e.g. reports, memos, letters, newsletters, etc.) for the purpose of documenting activities, providing written reference and/or conveying information. 
12. 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. 
13. Receives feedback from customers about computer usage for the purpose of providing feedback about system usage to system administrators. 
14. 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. 
15. 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. 
16. Supports assigned administrative personnel for the purpose of providing assistance with administrative functions. 
17. 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. 
18. Collaborates with help desk team in developing training materials for the purpose of helping technology users use and implement technology following established standards. 
19. Speak, read, write, analyze, and follow written and verbal communication in English; listen to, and understand information and ideas presented verbally or in writing
20. Other duties as assigned.

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 90% sitting, 5% walking, and 5% standing.  This job is performed in a generally clean and healthy environment.