Service Desk Associate

Memphis Shelby County Schools • Memphis, TN

6d

About The Position

Delivers at a high level of competency in Information Technology. Provides leadership in the provision of technical support and assistance in the installation, maintenance and troubleshooting of IT systems and telephone systems. Assesses and performs analysis on data, and prepares data to facilitate Relationships and Customer Service functions of organization. Responsibilities require understanding of both theory and practice.

Requirements

• Graduation from an accredited college or university with a Bachelor’s Degree in Computer Science; OR related field or a high school diploma and four years of relevant experience, for a total education/experience of four (4) years.
• PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.

Nice To Haves

• Bilingual is a plus
• IT help desk experience a plus

Responsibilities

• Responds to Help Desk Requests via telephone utilizing a ticketing system to track support, troubleshoot and resolve hardware, software, and connectivity issues.
• Maintains and Updates Devices by performing routine maintenance, software updates, and hardware checks on student and staff devices.
• Modifies User Accounts and Access, and resets passwords for accounts in systems like Active Directory, Microsoft 365, and PowerSchool.
• Communicates with district IT teams and external vendors for escalated issues.
• Documents Support Activities by logging tickets, resolutions, and updates in the help desk systems.
• Supports Classroom Technology by assisting and troubleshooting projectors, smartboards, printers, and other instructional tech.
• Educates Users on Tech Tools and Best Practices by providing basic training or guidance on software, cybersecurity, and device care.
• Monitors Network and System Alerts by reviewing alerts and logs for potential issues using monitoring tools.
• Assists with Testing and Special Events by assisting and supporting technology for standardized testing or school events.
• Supports Compliance and Security Protocols by following data privacy, FERPA, and cybersecurity guidelines.
• Performs other duties/responsibilities as assigned or directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level