HelpDesk Technician

Holyoke Public Schools•Holyoke, MA

2d•Onsite

About The Position

The Helpdesk Technician provides technical support and problem resolution to district staff for issues related to hardware, software, devices, accounts, printers, and network-connected technology. This role communicates solutions in a clear, professional, and user-friendly manner, provides end-user support and training as needed, and works closely with other members of the Technology team to resolve more complex issues. The Helpdesk Technician also supports inventory management, device deployment, account maintenance, and helpdesk documentation.

Requirements

Education, training, and/or experience in a related field sufficient to demonstrate the knowledge and skills required for the position.
Strong customer service skills and the ability to communicate clearly and professionally with staff at all levels.
Strong attention to detail and ability to manage multiple tasks and priorities.
Ability to work both independently and collaboratively as part of a team.
Physical ability to perform the essential functions of the job, including moving and setting up equipment.
Reliable transportation, valid driver’s license, and ability to travel between district sites.

Nice To Haves

Experience providing technical support in a school district, business, or similarly complex environment preferred.
Working knowledge of Windows devices, Google Workspace, Active Directory, printers, and standard end-user support tools preferred.
Familiarity with educational software platforms preferred.

Responsibilities

Serves as a primary point of contact for district staff seeking technical assistance.
Receives and responds to helpdesk calls, emails, and service requests.
Resolves routine user issues, gathers additional information when needed, and escalates more complex matters to senior technical staff.
Assists with device setup, imaging, tagging, delivery, and troubleshooting.
Maintains accurate inventory and service records.
Helps ensure district technology systems remain organized, secure, and well supported.
Identifies, diagnoses, and resolves technical issues for district users related to district-issued devices, printers, software, Google Workspace, student information systems, network access, and other district-supported technology tools.
Provides technical support remotely, by phone, and in person, depending on the nature of the issue.
Delivers clear, user-friendly assistance to staff with varying levels of technical knowledge.
Escalates complex or recurring issues to the Director of Technology, Network Analyst, or other appropriate technical staff and follows through to resolution.
Supports the setup, imaging, tagging, deployment, and delivery of district hardware, software, and peripherals.
Maintains accurate inventory records for district technology equipment and assigned assets.
Updates and manages helpdesk tickets, service records, and related documentation in a timely and consistent manner.
Assists with user account support, including password resets, access issues, and basic account maintenance.
Provides one-on-one guidance and basic training to end users as needed.
Supports the daily upkeep of district technology systems and related databases as assigned.
Assists in upholding district acceptable use policies and other technology procedures.
Contacts vendors or manufacturers for warranty repair or service as needed.
Performs other duties as assigned.