HelpDesk Technician
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. The Helpdesk Technician serves as a primary point of contact for district staff seeking technical assistance. This role 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. The Helpdesk Technician also assists with device setup, imaging, tagging, delivery, and troubleshooting, maintains accurate inventory and service records, and helps ensure district technology systems remain organized, secure, and well supported.
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
- Identify, diagnose, and resolve 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
- Provide technical support remotely, by phone, and in person, depending on the nature of the issue
- Deliver clear, user-friendly assistance to staff with varying levels of technical knowledge
- Escalate complex or recurring issues to the Director of Technology, Network Analyst, or other appropriate technical staff and follow through to resolution
- Support the setup, imaging, tagging, deployment, and delivery of district hardware, software, and peripherals
- Maintain accurate inventory records for district technology equipment and assigned assets
- Update and manage helpdesk tickets, service records, and related documentation in a timely and consistent manner
- Assist with user account support, including password resets, access issues, and basic account maintenance
- Provide one-on-one guidance and basic training to end users as needed
- Support the daily upkeep of district technology systems and related databases as assigned
- Assist in upholding district acceptable use policies and other technology procedures
- Contact vendors or manufacturers for warranty repair or service as needed
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
