High School Technology Help Desk Specialist (Tigard High School)

Tigard-Tualatin Sd 23J•Tigard, OR

9d•$25

About The Position

The High School Technology Help-Desk Specialist serves as Tier I technical support for school staff and students. This role efficiently handles inquiries and technical assistance requests through immediate resolution, phone support, or by escalating issues via trouble-ticket submissions to the 'Computer Technician Building, 9-12 position when necessary.

Requirements

Graduation from high school or completion of the equivalent GED certificate
Provide experience or proof of strong analytical & technical aptitude
Customer service driven.
Respond appropriately in emergency/high stress situations.
Make independent decisions within established guidelines and reporting structure.
Plan, organize and complete work in a timely fashion.
Communicate sensitive information to staff, students, parents, and community members as required.
Respect the confidentiality of administration, staff, students, and organizations of the community.
Complete simple to complex assignments with a minimum of instruction or supervision.
Learn and assist in the implementation of department computer programs.
Identify potential problems in the workplace and notify appropriate personnel.
Prioritize multiple tasks from a variety of sources, ensuring timely completion.
Maintain a calm professional environment during times when interruptions, disruptions, and a stressful environment interfere with the flow of work.
Communicate clearly with technical and non-technical staff – both orally and in writing.
Occasionally train others in the use of technology, usually on an individual basis.

Responsibilities

Answer the High School Technology Help Desk phone promptly and provide the first line of assistance for troubleshooting hardware and software issues. This will involve properly diagnosing technical issues and either solving them over the phone, or submitting a trouble-ticket for the caller.
Provide a quick response to Tier I trouble tickets, ensuring all solutions and troubleshooting steps are thoroughly documented in the trouble ticket system.
Support staff and students in accessing and troubleshooting the use of district approved digital resources.
Learn and create supporting documentation for district approved computer software/application programs in order to provide efficient and effective support to school staff and students.
Serve as a technician liaison between school staff/students and the “Computer Technician Building, 9- 12” position.
Coordinate the repair of equipment by outside vendors, maintaining alignment between vendor system and TTSD ticket system Support and enhance cybersecurity education initiatives to improve understanding and compliance among staff and students.
Follow established District and IT department procedures and policies, as it relates to technology resources, support and purchasing
Assist the school & district staff in the maintenance of software licensing information.
Help staff with AV equipment setup and projector bulb replacements, as needed.
Be familiar and able to interpret District Policies and Procedures.
Process tech requests and document resolution to problems within the trouble-ticket.
Schedule and maintain records of checkout equipment, computer lab usage, meetings, training sessions and classes.
Manage & maintain inventory of student devices & related equipment
Notify “Computer Technician Building, 9-12” position of potential problems within the school.
Perform research projects, as appropriate.
Prepare FAQ and other technical help documents with proper spelling, punctuation, capitalization, word usage and sentence construction.