Technology Customer Help Desk Tech II @ Information Technology #5218

Mt. Diablo Unified School District•Concord, CA

2d•Onsite

About The Position

Under general supervision, provides high-level technical centralized service and support to computer users. Provides high-level technical support to computer users accessing the district’s centralized computer system, stand-alone and networked. Analyzes, troubleshoots, and provides solutions to routine problems. Instructs users in the use of computers, software, and peripherals. Schedules and dispatches Technology and Information Services technicians and senior-level technicians for repair work, and performs related work as required.

Requirements

Graduation from high school and college-level coursework in computer science or computer information systems.
A minimum of three years paid experience working with Apple devices, PC devices, and hardware maintenance support vendors.
Experience in user support of Microsoft Office, Microsoft network-related packages, Apple related packages, server support, Windows Apple operating systems.
Experience working with student information systems, human resources systems and/or financial systems.
Knowledge of office productivity tools and electronic devices including but not limited to mobile devices, tablets, desktop and laptop computers.
Knowledge of principles and practices of the use of information systems and related equipment.
Knowledge of concepts and specifics relating to using conventional electronic devices.
Knowledge of MDUSD web-based applications and on-line services.
Knowledge of electronic devices and networking operating systems, word processing, spreadsheets, presentation software, office automation software, data bases, and desktop publishing.
Knowledge of Internet browsers and Internet access.
Knowledge of appropriate English usage, spelling, and grammar.
Knowledge of diverse academic, socioeconomic, cultural, and ethnic backgrounds of students and staff.
Skill in supporting, coordinating, and responding to higher-level district computer users’ complex trouble calls.
Skill in communicating clearly and effectively in both oral and written form.
Skill in reading technical manuals and developing training materials and documentation from them.
Skill in conducting staff trainings.
Skill in working with data and producing reports.
Ability to describe technical problems to technical staff or outside technical support agencies.
Ability to diagnose complex problems involving multiple hardware and software problems.
Ability to operate electronic devices with a high degree of proficiency using the following software applications: word processing, spreadsheet, desktop publishing, or data base.
Ability to diagnose problems over the telephone or internet via email.
Ability to describe solution steps to non-technical and technical users over the telephone or via email.
Ability to advance troubleshooting network problems and provide direct remedy to resolve.
Ability to maintain effective working relationships with staff, users, administrators, and vendors.
Ability to work under pressure.
A valid California driver’s license is required.
Ability to meet requirements as set forth in applicable state and federal laws and District Annual Notices (i.e. Mandated Reporting, Blood Borne Pathogen).
Must successfully pass the District’s pre-employment fingerprinting and TB testing.

Nice To Haves

College level coursework in computer science or computer information systems.

Responsibilities

Receives and logs software and hardware trouble calls from school site and central office users.
Provides problem identification, problem analysis, and solutions to routine problems.
Documents details of more complex problems for analysis and resolution by others.
Works with staff and repair technicians to solve higher-level problems.
Supports productivity tools and electronic devices including, but not limited to mobile devices, tablets, desktop and laptop computers.
Maintains working knowledge of system software features and procedures and their application by the user, including application software, gateway software, LAN software, and operating system.
Maintains working knowledge of system hardware and all network devices, scanners, and printers.
Assists in identification and development of changes and enhancements to system and procedures.
Coordinates, schedules, and dispatches service calls from district computer users regarding hardware and software problems.
Monitors system alerts, supports email system, and creates system accounts.
Maintains detailed service call repair logs and documentation.
Provides service/status updates to computer users.
Coordinates work with outside vendors.
Prepares reports and correspondence as needed.
Maintains equipment inventory.
Assists in the development of user manuals and learning materials.
Provides recommendations and support for hardware and software purchasing.
Performs related duties as assigned.