Help Desk Technician

Sterling Computers Corporation • Des Moines, IA

35d • Onsite

About The Position

The On-Site Help Desk Agent serves as the first point of contact for technical support across the school district, providing Level I and Level II assistance to teachers, administrators, staff, and occasionally students/parents. This role combines strong customer service with hands-on technical troubleshooting to resolve issues efficiently, log tickets accurately, dispatch field technicians when needed, and perform limited on-site repairs or support. The position requires a patient, professional demeanor suited to working in a K-12 educational environment, where users range from tech-savvy staff to those needing basic guidance.

Requirements

• High school diploma or equivalent (Associate's degree in IT, computer science, or related field preferred).
• At least 1–2 years of experience in a help desk, technical support, or customer service role (experience in education or a large organization is a plus).
• Proven technical troubleshooting skills with Windows/macOS operating systems, common office productivity suites (Microsoft Office/Google Workspace and Mosyle MDM), and basic networking concepts.
• Strong customer service orientation with excellent communication skills (verbal and written); ability to explain technical concepts clearly to non-technical users, including teachers and school administrators.
• Ability to remain calm, patient, and professional under pressure, especially during peak times (e.g., first day of school, testing seasons).
• Valid driver's license and reliable transportation (for occasional on-site visits within the district).
• Ability to pass a background check (required for working in a K-12 environment).

Nice To Haves

• CompTIA A+, Network+, or Microsoft certifications (or equivalent experience).
• Familiarity with K-12 educational technology tools (e.g., Chromebooks, iPads, learning management systems, student information systems like Infinite Campus).
• Experience using ticketing systems (e.g., SolarWinds or similar).
• Previous work in a school district or public sector environment.

Responsibilities

• Answer and manage incoming support calls, emails, walk-ins, and tickets during core hours (7:30 AM – 6:00 PM), providing prompt, courteous, and effective Level I and Level II technical support.
• Perform basic troubleshooting and resolution for common issues, including but not limited to: Password resets and account unlocks Software application errors (e.g., Google Workspace, Microsoft 365, student information systems, instructional software) Hardware problems (computers, printers, projectors, interactive boards) Network connectivity and Wi-Fi issues Basic peripheral setup and configuration
• Accurately capture, document, and enter all support requests into the district's ticketing system, ensuring clear details, priority levels, and follow-up notes.
• Escalate complex issues to appropriate Level III specialists or vendors as needed.
• Dispatch zone technicians or field support staff for on-site issues that cannot be resolved remotely or require physical intervention.
• In select cases, provide direct on-site troubleshooting and minor repairs at schools or district facilities (e.g., replacing cables, basic hardware swaps, or guiding users through setups).
• Maintain detailed records of all interactions and resolutions to support knowledge base updates and trend analysis.
• Assist with user training or quick tips during calls to promote self-sufficiency.
• Contribute to a positive, supportive team environment while adhering to district policies, data privacy regulations (e.g., FERPA), and IT best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED