ALUM ROCK UNION ELEMENTARY SCHOOL DISTRICT POSITION TITLE: IT — HELP DESK SUPPORT REPORTS TO: Assigned Supervisor FUNCTIONS: Under general direction, provides a single point of contact for our customers, which includes students and staff. Provides problem-solving assistance over the phone for end-users regarding the operation of computer hardware and software. Documents, tracks and monitors the problem to ensure a timely resolution. Responsible for entering technical support service requests into our web based work order system. AREAS OF RESPONSIBILITY: Monitor all incoming phone calls to the Information Technology Help Desk. Analyze phone calls from remote users with computer-related problems to determine a logical solution to their problem or/and pass the problem to the proper person. Assists drop-in customers by either answering the customer’s question directly or by creating a work order for the customer’s request. Assists other IT staff by identifying which work orders should be given priority based on the business function or the urgency of the request. Contacts the appropriate IT staff member or group to alert them of the service request. Monitors the individual Help Desk service requests for all IT units to ensure that response time goals are met. Contacts the manager of the unit in question to inform him/her of the outstanding service request. Compose correspondence independently or from rough draft: prepare agenda items and related materials for meetings; assure accuracy and completeness of materials. Schedule meetings, conferences and appointments; maintain calendar, arrange and schedule travel accommodations as necessary. Maintain comprehensive files, e-files, records e-records and logs; prepare reports as assigned including those of a confidential nature. Maintains budgetary records for a variety of program budgets. Order office supplies and assure appropriate levels of inventory. Work cooperatively with various areas of Information Technology Support Services as required. Remain current with computer technology. Performs other duties as assigned. KNOWLEDGE AND ABILITIES: KNOWLEDGE OF: Excellent customer service skills. Applicable software applications. Equipment operation related to a variety of automated equipment. Networks and their operation and related software. Analytical techniques to diagnose user problems and offer corrective action. Knowledge and experience in an office environment supporting personal computers and related software. ABILITY TO: Write end-user documentation and instructions. Communicate effectively on the phone by solving the majority of problems on the phone. Work independently and as part of a team. Learn about operations of different computer hardware and software to solve end-user problems. Work in office environment subject to constant distractions and interruptions. Establish and maintain cooperative and effective working relationships with others. Work in a challenging and rapidly changing environment. EDUCATION/TRAININGIEXPERIENCE: Any combination equivalent to: graduation from high school and two years experience at a school office site using related electronic computer equipment and software and five years experience providing customer service. LICENSE/OTHER REQUIREMENTS: Valid California driver’s license. WORKING CONDITIONS: ENVIRONMENT: Office environment. Driving a vehicle to conduct work. PHYSICAL DEMANDS: Dexterity of hands and fingers to operate a computer keyboard Sitting for extended periods of time. Standing for extended periods of time. Bending at the waist, kneeling or crouching. Hearing and speaking to exchange information in person or on the phone. Moderately heavy lifting — over 40lbs. TERMS OF EMPLOYMENT: SALARY RANGE: 16 WORK YEAR: 12 months BARGAINING UNIT: CSEA BOARD APPROVED: 07/14/05