Help Desk Technician

Position Description:

The Help Desk Technician is responsible for daily telephone interaction and providing Level-1 technical support to schools and district employees. The Help Desk Technician provides how-to guidance and or quickly tries to resolves the issue if possible. When necessary, the Help Desk Technician escalates the call to a Level-2 Technician for remote support or opens a help desk ticket for on-site assistance.

Reports To:

Director of Technology

Scope of Responsibility:

• Level-1 technical support to schools and district employees.
• Provides how-to guidance when appropriate.
• Quickly resolves the issues when possible or escalates to a Level-2 technician for remote support.
• Opens a help desk tickets to ensure assistance is provided.
• Works closely with the technology Level-2 and Tech Support tams, infrastructure staff, and telecommunication staff.
• Creates a customer service-oriented culture in the Technology Department and the Jefferson Parish
• Anticipates help desk needs and notifies the Executive Director or Director of Technical
• Ensures help desk support services are provided in a professional and timely manner to district
• Responds accurately and pleasantly to callers with questions and/or problems addressed to the Help Desk, in a timely manner.
• Refers unanswered questions and/or problems to the appropriate support team or director as needed.
• Creates help desk tickets to log all incoming calls with detailed problem, disposition, and resolution or further assignments.
• Attends training sessions on various software/hardware systems to upgrade knowledge to better service
• Maintains security of electronic and print records with regards to confidentiality of student information and passwords that are issued for access to databases.
• Consults with the Technical Support Technician to insure maximum coordination of effort for schools.
• Maintains security of electronic and print records with regards to confidentiality of student information and passwords that are issued for access to database.
• Performs other duties as assigned by the Director of Technology.

Skills and Qualifications:

We seek detail-oriented, independent self-starters who demonstrate an unwavering commitment to raising student achievement and who have a record of high performance in challenging situations. Successful candidates will als odemonstrate and possess:

• High school graduate or GED
• Graduate of an accredited technical school with course work concentration in electronics or a related filed or a minimum of one year of documented experience with computers and networks.
• A+ Certification, Microsoft Certification preferred or equivalent work experience.
• Documented experience with the following operating systems: MS Windows, Chrome-books, and Google Suite.
• Prior experience with Ethernet and Wireless Topologies.

Desirable Qualifications:

• Bachelor’s degree.
• Three (3) years of experience in Help Desk and Remote Support troubleshooting all types of computers, laptops and related peripheral hardware.
• Active Directive experience.
• Dell Tech Direct Certification.

Physical Involvement:

Sitting is required most of each workday. Must be able to operate office equipment. Standing, walking, reaching, bending, and lifting up to ten (40) pounds is sometimes required. Must possess mobility skills necessary to access a variety of work areas.

Compensation:

JPS offers a competitive salary that is commensurate with experience. JPS also offers a competitive benefits package.