Help Desk Technician

Washington Elementary School District 6•Phoenix, AZ

16h•Onsite

About The Position

Under direct supervision, this position is responsible for responding to client user’s calls for assistance with software, hardware and network problems. Position responsibilities include answering the help line, diagnosing, analyzing and resolving software, hardware and network problems, documenting calls to include nature of problem and resolution. This position is required to sustain a stationary position for prolonged periods.

Requirements

High School diploma or equivalent (G.E.D.) prior to being hired
One year technical training in technology troubleshooting
Two years of help desk or related experience
Analyzing problems and reaching sound conclusions
Applying a systems approach to analyzing problems
Organizing and prioritizing work
Communicating technical information to non-technical clients
Preparing clear and concise narrative reports
Establishing and maintaining effective interpersonal relationships with other staff, team members, clients and vendors for the purpose of exchanging information and resolving problems
Knowing PC Windows based and Macintosh environments
Understanding peripherals, input devices, scanners and other integrated equipment
Understanding functions and capabilities of a variety of software applications
Demonstrating proper installation techniques for hardware and software applications
Troubleshooting techniques
Engaging and encouraging interpersonal communication skills while interacting with supervisors, staff, students, etc. to exchange information

Nice To Haves

Associate’s degree in Computer Science, Computer Information Systems, or related field.

Responsibilities

Answers the help desk phone and responds to caller issues related to software, hardware, integration, installation and network connectivity problems.
Analyzes and resolves problems using a variety of diagnostic techniques.
Reads and interprets user and system or software documentation manuals for client users.
Applies knowledge of software, hardware and network in responding to user’s questions.
Provides information to client user’s on the various functions and capabilities of software, hardware, peripheral equipment, integrated equipment and proper installation techniques.
Maintains detailed logs of calls received, nature of problem and resolution.
Prepares narrative reports on project or problem status.
Prepares projections on inventory needs for software and hardware based on problems reported by client users.
Stays abreast of current trends in the industry.
Performs other duties as required.