JOB DESCRIPTION Grossmont Union High School District HELP DESK SUPPORT TECHNICIAN Purpose Statement: The job of Help Desk Support Technician is done for the purpose/s of serving as a resource for users of districtwide information systems (student and business management); analyzing problems and issues related to the information systems and related software; developing and delivering training materials; maintaining user rights and responsibilities to various applications; and assisting users. This job reports to Executive Director, Information & Technology Services Essential Functions • Compiles a variety of reports (e.g. status/activity reports, logs, grades, financial status, etc.) for the purpose of providing information and/or complying with legal mandates. • Coordinates installation and maintenance of computer hardware, software and peripherals, including communication hardware and software as they relate to student and business management programs (e.g. upgrades, drivers, etc.) for the purpose of providing access to local applications by site and district users. • Designs reports options and/or database applications for the purpose of providing personnel with information customized to their specific needs. • Develops and prepares user materials for the purpose of providing instruction and reference. • Instructs district and site staff on the use of districtwide information systems (e.g. new applications, upgrades, updates, etc.) for the purpose of ensuring proper and efficient use of system. • Oversees assigned projects or program components (e.g. updating bell schedules, resetting automated phone dialing system, generating calendars, etc.) for the purpose of ensuring accurate and timely completion of related tasks. • Responds to inquiries relating to computer hardware and/or software applications (primarily student information and business management software) for the purpose of resolving problems and supporting site and district users. • Responds to user requests for a variety of report options (e.g. attendance, enrollment, budgets, timelines, etc.) for the purpose of disseminating information to appropriate parties. • Troubleshoots issues related to the districtwide information systems and software applications for the purpose of resolving user problems. Other Functions • Assists other personnel as may be required for the purpose of contributing to the efficiency and effectiveness of the work unit. Job Requirements: Minimum Qualifications SKILLS are required to perform multiple, technical tasks with a need to occasionally upgrade skills in order to meet changing job conditions. Specific skills required to satisfactorily perform the functions of the job include: operating standard office equipment using pertinent software applications; planning and managing projects; and preparing and maintaining accurate records. 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 required to satisfactorily perform the functions of the job includes: business telephone etiquette and pertinent software applications. ABILITY is required to schedule activities; gather, collate, and/or classify data; and use basic, job-related equipment. Flexibility is required to work with others in a wide variety of circumstances; work with data utilizing defined and similar processes; and operate equipment using standardized methods. Ability is also required to work with a wide diversity of individuals; work with similar types of data; and utilize job-related equipment. In working with others, some problem solving may be required to identify issues and select action plans. Problem solving with data requires independent interpretation of guidelines; and problem solving with equipment is moderate to significant. Specific abilities required to satisfactorily perform the functions of the job include: being attentive to detail; establishing and maintaining effective working relationships; communicating with persons with diverse technical knowledge and skills; maintaining confidentiality; and working with frequent interruptions. Responsibility Responsibilities include: working under limited supervision following standardized practices and/or methods; leading, guiding, and/or coordinating others; and operating within a defined budget. Utilization of some resources from other work units may be required to perform the job's functions. There is a continual opportunity to have some impact on 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; some stooping, kneeling, crouching, and/or crawling; and significant fine finger dexterity. Generally the job requires 80% sitting, 10% walking, and 10% standing. This job is performed in a generally clean and healthy environment. Experience Job related experience is required. Education High School diploma or equivalent. Required Testing Certificates & Licenses As required for position None Specified Continuing Educ. / Training None Specified Clearances Criminal Justice Fingerprint/Background Clearance; TB Clearance FLSA Status Approval Date Salary Grade Non Exempt 11/10/2005 Unit II 51