HELP DESK SUPPORT SPECIALIST

Definition:
Under general supervision, serves as a resource for the school district on the operation of automated office and information systems. The Help Desk Technician is responsible for performing daily operational functions and resolving service requests as needed through the Help Desk System. Provides first-level technical support to school and office personnel regarding software and hardware problems; assists with the repair, replacement and maintenance of electronic or computer equipment and related information technologies; diagnoses problems and researches solutions; uses diplomacy and interpersonal skills to extract pertinent information and assist callers.

Examples of Duties:
1. Provides first-level help-desk hardware and software support for End User problems and support.
2. Receives and records call information into Help Desk system (End User information and problem description) for tier I logging and support.
3. Works with team members to help resolve problem tickets.
4. Communicates trouble call status to End User.
5. Provides help-desk support for new services and special projects.
6. Enters problem resolution information into the Help Desk system closes problem tickets, and informs the End User when the problem is resolved.
7. Provides training to End Users; one-to-one and in groups.

Minimum Qualifications:
Knowledge of:
• Best Customer Service practices; work load planning in accordance with the needs of the District policies and procedures.
• A wide range of PC Windows applications, including the Microsoft Office Suite of products.
• Basic computer problem-solving techniques.
• Concepts and uses of personal computer and computer operating systems.
• General office practices and procedures.




Ability to:
• Work independently, exercise initiative and good judgment.
• Learn and support computer-based programs.
• Analyze data and draw logical conclusions.
• Plan, organize, track and coordinate work to meet deadlines.
• Multi-task and function in a fast-paced environment with frequent changes.
• Remain calm and pleasant under stressful situations.
• Enter relevant data into a computer while conversing on the telephone.
• Organize files and maintain accurate records.
• Work effectively and diplomatically with other District employees.
• Communicate effectively orally and in writing.

Education:
• Completion of the twelfth grade or equivalent.

Experience:
• Any combination of training and experience which provides the required level of knowledge and skills, preferably with courses in computer operation.
• One year of experience within the past five years in the operation of a computer hotline or help desk system preferred.
• Knowledge of PC software and hardware functions is highly desirable.

Physical Requirements:
? Ability to hear and understand speech at normal levels.
? Ability to speak so others will be able to clearly understand a normal conversation.