Help Desk Technician

Position Title: Help Desk Technician
Non-Exempt
Department/Site: Technology
Direct Supervisor: IT Manager/Director
Work Calendar: 242 day/ 8 hours per day
Salary Schedule: Facilities, Technology & Transportation - Help Desk Technician (range $20.76 - $29.43 based the on the 26/27 Salary Schedules and related experience)
Start Date: TBD upon hire

Brief summary of MCSD
Nestled within Colorado's gorgeous Western Slope, the towns of Montrose and Olathe are surrounded by an endless variety of prospects for exploration and adventure (Black Canyon National Park, Telluride and the San Juan Mountains to the South, along with rivers, lakes and streams). MCSD is one of the largest rural school districts in Colorado, which means we are small enough to be neighborly, but still big enough to continue growing (with short commutes to school and work).

Benefits:
At MCSD, we care about our employees and their loved ones. Our benefits package consist of the following items: a variety of health insurance plans with employer contribution, including dental and vision insurance, Telehealth, a $50,000 life insurance policy with optional additional coverage, PERA retirement contribution, supplemental insurance options including pet insurance, no match tax shelter account options including 401K, 457(b), 403 (b) and Roth, before tax deductions and flexible spending options, paid leave options and holidays based upon the position, Employee Assistance Program (EAP).

Added perks: Great people to work with, professional development, advancement opportunities, and multiple wellness programs with incentives.

Summary of Position
Under general supervision and the direction of the Technology Manager/Director, the Help Desk Technician provides technical support to end users at all levels of the district through telephone, remote support, the district help desk system, and in-person assistance. This position is responsible for independently diagnosing, troubleshooting, documenting, and resolving common hardware, software, account, peripheral, connectivity, and technology-related issues while appropriately escalating more complex problems to specialized Technology Department staff.

The Help Desk Technician is expected to manage assigned support requests from initial contact through resolution, communicate effectively with users, maintain accurate technical documentation, and assist Technology Department staff with projects and support efforts throughout the district.

This position requires prior technical support experience, strong troubleshooting and problem-solving skills, and a demonstrated ability to provide patient, professional, and responsive customer service. The successful candidate must be able to work independently while also functioning as a collaborative member of the Technology Department, communicate effectively with both technical and non-technical users, take ownership of assigned issues, and adapt to changing priorities in a fast-paced K–12 environment.

Essential Duties and Responsibilities:

• Provide professional technical support to district staff through telephone, help desk system, remote support tools, and in-person assistance.
• Independently troubleshoot, diagnose, and resolve common computer hardware, software, operating system, peripheral, account, printing, and network connectivity issues.
• Manage assigned help desk tickets from initial request through resolution, including documenting troubleshooting steps, resolutions, and communication with users.
• Perform technical triage to isolate problems, determine priority, identify potential impact, and escalate issues to the appropriate Technology Department team member when necessary.
• Install, configure, troubleshoot, and support district computers, mobile devices, peripherals, software, and related technology.
• Assist users with account access, authentication, applications, and other district technology services.
• Maintain and update technical records, documentation, asset information, and databases.
• Read and utilize network diagrams, technical documentation, knowledge base articles, and support procedures as needed.
• Assist with technical training and provide clear instructions and guidance to district personnel when needed.
• Assist with the Call Manager voice system and related telecommunications support.
• Assist Technology Department staff with district technology projects, deployments, upgrades, and support initiatives.
• Identify recurring technical issues and communicate trends or potential larger problems to appropriate Technology Department staff.
• Create and help maintain Department, District, State, Federal, and other reports as needed.
• Operate multi-line phones and provide professional customer service to district staff and other users.
• Perform a variety of clerical and administrative functions related to Technology Department operations.
• Assist the Technology Department and district personnel as needed.
• Perform other related duties as assigned.

Team and Customer Service Expectations:

The Help Desk Technician is often one of the first points of contact between district staff and the Technology Department. The successful candidate must be technically capable while also providing a high level of customer service and representing the department in a professional, approachable, and helpful manner.

The successful candidate will:

• Demonstrate patience and professionalism when assisting users with varying levels of technical knowledge and experience.
• Communicate clearly and respectfully, with the ability to explain technical information in a way that is easy for non-technical users to understand.
• Approach problems with a customer-service mindset and a genuine willingness to help find a solution.
• Be dependable, organized, and accountable for assigned work, including following through on open issues and communicating with users regarding status and resolution.
• Demonstrate initiative and the ability to troubleshoot independently while recognizing when an issue should be escalated or when assistance should be requested.
• Work collaboratively as part of the Technology Department and willingly assist team members when priorities or workloads change.
• Be adaptable and able to move between different tasks, users, locations, and priorities throughout the workday.
• Remain professional and composed when working with frustrated users or addressing time-sensitive technology issues.
• Demonstrate a willingness to learn new technologies, procedures, and systems as the district's technology environment changes.
• Accept feedback professionally and demonstrate a willingness to continually improve technical and customer-service skills.
• Maintain confidentiality and exercise good judgment when working with district, employee, and student information.

Knowledge of and Abilities:

• Working knowledge of computer hardware, configurations, and common operating systems.
• Working knowledge of computer peripherals, printers, displays, and related equipment.
• Working knowledge of basic networking concepts, including wired and wireless connectivity, IP addressing, and common connectivity troubleshooting.
• Knowledge of common productivity applications, web-based applications, and enterprise software environments.
• Understanding of user accounts, authentication, passwords, permissions, and common account-related troubleshooting.
• Knowledge of standard help desk practices, including ticket documentation, prioritization, escalation, and customer communication.
• Understanding of cybersecurity best practices and the importance of protecting confidential district, staff, and student information.
• Ability to methodically troubleshoot technical issues and determine appropriate resolutions or escalation paths.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
  

Experience and Education:

Minimum of two (2) years of professional experience providing computer, technical, help desk, desktop support, or closely related technology support.
Experience:

• Experience troubleshooting computer hardware, software, operating systems, peripherals, user accounts, and basic network connectivity.
• Experience working with a help desk or ticket management system and documenting technical issues and resolutions.
• Experience providing technical support and customer service to users with varying levels of technical ability.
• Experience supporting technology in a business, government, educational, or similarly structured environment preferred.
• Experience supporting technology in a K–12 educational environment preferred.
Education:

• High school diploma or equivalent required.
• A+, Network+, Microsoft, Apple, or other applicable technology certification preferred.
• Additional education, training, certifications, or licensure in a computer or technology-related field preferred.

PHYSICAL DEMANDS
The physical requirements indicated below are examples of the physical aspects that this position classification must perform in carrying out essential job functions.

• Persons performing service in this position classification will exert 5 to 50 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
• This type of work involves sitting most of the time but will involve walking or standing for brief periods.
• Perceiving the nature of sound, near and far vision, depth perception, providing oral information, the manual dexterity to operate business related equipment, and handle and work with various materials and objects are important aspects of this job.

Reasonable accommodation may be made to enable a person with a disability to perform the essential functions of the job.

Additional Requirements:

The position classification performs decision analysis processes and makes decisions of considerable consequence, requiring the application and interpretation of data, facts, procedures, and policies.

Condition of Employment:

• Criminal Background Check required for hire
• Clean driving record
• Insurability by the District's liability insurance carrier