Systems Technician-Student Help Desk

Lyons Township High School District 204•LaGrange, IL

22h•Onsite

About The Position

Under the general supervision of the Systems Administrator and Director of Technology, the Systems Technician-Student Help Desk serves as the primary point of contact for student technology support, hardware and software troubleshooting, and digital tool assistance. The role manages daily Student Help Desk operations, including student device intake and outtake, issue resolution, and support for the district’s 1:1 device programs, such as Chromebooks and iPads. The position provides hands-on assistance and instruction to students, maintains support and device records, and collaborates with technology staff to resolve or escalate issues. It requires practical troubleshooting skills, strong customer-service and communication abilities, sound judgment, and the ability to protect confidential student and technical information. Work is primarily in a high school help desk, classroom, and office setting, with changing noise levels and frequent demands to meet short deadlines and respond quickly to urgent technical needs.

Requirements

High school diploma or equivalent (GED).
Basic troubleshooting knowledge of computer hardware, mobile devices, peripherals, and client operating systems, including ChromeOS, Windows, macOS, and iOS.
Basic understanding of local network connectivity, including network cables, Wi-Fi connections, and basic IP/DHCP troubleshooting.
Strong interpersonal and customer-service skills, with the ability to explain technical solutions clearly and patiently to students, staff, and parents.
Ability to work independently, prioritize tasks in a fast-paced environment, and exercise sound judgment in student and technology support situations.
Ability to read, interpret, and explain technical documents, instructions, and operating manuals; write clear ticket notes, documentation, and user procedures; and communicate technical information effectively and patiently.
Ability to perform basic arithmetic and compute rates, ratios, and percentages, and interpret basic data reports and asset counts.
Ability to follow written, oral, or diagrammed instructions and apply logical troubleshooting methods to computer, peripheral, network, and software issues.
Practical knowledge of help desk practices, ticketing systems, computer and mobile hardware, software, and web applications.
Ability to repair and perform basic maintenance on multiple types of student workstations and mobile devices.
Ability to assist users with core productivity software, specifically Google Workspace for Education.
Ability to maintain confidentiality regarding student records and technical data and familiarity with student data privacy regulations.
Ability to establish and maintain collaborative, patient working relationships with technical and non-technical staff and students.
Valid driver’s license if travel between district buildings is required.
Ability to meet the physical demands of the position, including regularly lifting or moving equipment weighing up to 50 pounds and occasionally moving items over 50 pounds with assistance or assistive equipment.

Nice To Haves

Associate’s degree or equivalent coursework/training in Computer Information Systems, IT, or a related field.
One to two years of hands-on experience in a helpdesk, desktop support, or school technology environment.
Industry certifications such as CompTIA A+, Google IT Support Professional Certificate, or Microsoft 365 Certified: Fundamentals (MS-900).
Experience in a 1:1 student device environment, specifically managing Google Workspace for Education and Chromebooks.
Familiarity with District 204 policies and ISBE policies.

Responsibilities

Staff the Student Tech Help Desk daily, greet students, log support requests, manage loaner device inventory, and prioritize technical issues.
Assist students with hardware, software, network login and credential issues, and device troubleshooting, including screen repairs, charging issues, operating system updates, and learning management system access.
Oversee distribution, collection, tracking, and maintenance of student devices within the district’s 1:1 program.
Provide hands-on guidance and instruction to students to develop their problem-solving skills and proficiency with district-approved technology, applications, and online learning platforms.
Assist in monitoring student fulfillment of technology access and Internet Acceptable Use policies.
Maintain accurate records of support tickets, repair statuses, loaner device checkouts, and recurring technical issues.
Collaborate with network administrators, technician teams, and instructional coaches; escalate complex hardware or network infrastructure issues to appropriate IT staff.
Stay knowledgeable about district technology resources, devices, platforms, and security procedures by participating in relevant training.
Perform other duties assigned by the Systems Administrator or Director of Technology.
May help guide and direct student tech aides or student volunteers as needed.