Help Desk Operator - Office Information Technology

ABOUT OUR DISTRICT

The Syracuse City School District is On the Rise! We are undergoing a new phase of innovation and transformation with the goal of ensuring that all students graduate high school with the skills needed to be ready for college and career. For Syracuse, all means all. The School Board and Syracuse community have charged the Superintendent with improving student achievement, and she is seeking a dedicated and diverse team of educators to partner with her in moving the district toward its goals.

The Syracuse City School District represents 35 schools and programs, including 6 high schools, 6 middle schools, 6 K-8 schools, 13 elementary schools, and 4 alternative education programs, serving approximately 19,000 students Pre-K–12. Of these students, 82.3% qualify for free or reduced-price lunch, 20.1% are served by the Office of Special Education, and 83% are students of color.

Location: Office Information Technology at ITC

DISTINGUISHING FEATURES OF THE CLASS

The work involves responsibility for receiving problems and services calls within the Department of Information Technology and coordinating problem-solving efforts. The incumbent is responsible for identifying problems, attempting to determine the cause of the error, answering questions regarding systems procedures, system status and downtime. Work is performed under direct supervision of a higher-level technology/computer administrator. Supervision is not a responsibility of this position. Does related work as required.

TYPICAL WORK ACTIVITIES

• Provides first-line diagnosing/trouble-shooting of computer problems relating to software packages, basic hardware issues, communication devices, security and password problems or operator error over the phone or email.
• Answers general questions regarding system procedures, system status and downtime.
• Provides users with basic training in the use of computer hardware/software and related topics.
• Perform remote troubleshooting through diagnostic techniques;
• Coordinates user calls for service with appropriate specialist.
• Conducts follow-up checks to ensure that problems are resolved.
• Maintains a database tracking system for change requests and user problems, and updates regarding resolutions.
• Refers problems that cannot be resolved to supervisor or other appropriate specialist.
• Assists in developing Help Desk/Client Services user references, instructional materials and related forms.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Good knowledge of the operation of computer systems, mobile devices and other tech products .
• Good knowledge of data processing equipment capabilities and its application.
• Good knowledge of modern methods, principles and techniques of data processing help-desk support activities.
• Good knowledge of modern word processing, spreadsheet, and database software applications.
• Good knowledge of Active Directory and setting up accounts for new users;
• Ability to trouble-shoot and resolve computer users' problems using remote diagnostic techniques.
• Ability to explain the use and capability of computer hardware, software, peripherals and communication devices.
• Ability to install, modify, and repair computer hardware and software;
• Ability to investigate any potential security threats by using virus/malware scanning software and other related techniques;
• Ability to resolve basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems;
• Ability to work well with others.
• Skill in developing and maintaining effective interpersonal relations.
• Ability to understand and follow verbal and written instructions.
• Ability to apply a high degree of logical reasoning and resourcefulness using sound judgment, initiative and patience.

MINIMUM QUALIFICATIONS

Promotion: One (1) year of permanent competitive class status in the title of Computer Equipment Maintenance Specialist.

Open Competitive:

A) Successful completion of fifteen (15) credit hours from a regionally accredited or New York State registered college, university, trade or business school in Computer Science or other computer related field; or,

B) One (1) year of work experience, or its part time equivalent, in a Help Desk or user support environment which must have included computer problem analysis and/or providing direct user support for problem/question resolution.

WORKING HOURS: This position will work 40 hours per week, 12 months per year. This position is full-time. This position is non-exempt.

SALARY: The current starting salary for this position is $29.71 per the Unit 9 contract.

QUALIFICATIONS:

• To be considered, all candidates must meet the minimum qualifications of the position as outlined on the Onondaga County Civil Service job specifications for this title.

• NYS HELPS Program will allow us to hire for this position without participating in the Civil Service exam or being appointed from an eligible list. The selected candidate will serve a 52-week probationary period, and the position will mature into a permanent appointment.

• The successful candidate will be required to pass a fingerprint-based background check, at the cost of $104.50 to the candidate.

• City Residents are encouraged to apply!

The Onondaga County Civil Service job description for this position can be viewed by clicking here.