Position Type:
InformationTechnology/Student Information System Specialist

Date Posted:
9/9/2020

Location:
District Wide

Tier 1 Help Desk Technician

This position staffs Helena School District's technology help desk. The Help Desk position will serve as a central point of contact for staff members and students to request assistance when they encounter problems with Office 365, Microsoft Teams, PowerSchool, and other district supported software programs, as well as basic hardware troubleshooting including Windows computers and Chromebooks. The Help Desk position will serve as a central contract for the Technology Services Department. It is our goal to hire an individual that will have the technical skills to resolve 30 to 50 percent of the problems encountered over the telephone or via an electronic communication. This employee will generate work orders for repairs that cannot be made immediately or will dispatch a technician for critical issues. The Help Desk position will assist with network documentation, security (virus protection and [authentication] programs). The individual that fills this position will also be able to assist with the monitoring of the network as it relates to traffic analysis, reports regarding staff utilization, and to receive alarm notices when the data/voice networks are experiencing problems. We would also utilize this individual to keep buildings apprized of scheduled or emergency repairs that will require network services to be down for given periods. This individual will also assist the Technology director with procurement and inventory record-keeping.

Entry level salary range is $20.38 - $23.00 per hour DOQ/DOE and includes a comprehensive benefit package.

Required application materials include: completed district online application, letter of interest detailing qualifications, and resume. Initial application deadline is September 19, 2020. This position will remain open until filled. EEO employer.

District online application is available at: https://helenaschools.org/departments/humanresources/helena-school-district-employment/

Helena Public Schools
Human Resources Office
55 South Rodney St.
Helena, Montana 59601
(406) 324-2012
E-mail: mkloker@helenaschools.org

Helena Public Schools
IT Help Desk Technician
Position Title: Tier 1 Help Desk Technician
Department: Technology Services
Reports to: Technology Services Manager
Prepared Date: September 2020

SUMMARY: This position staffs Helena School District's technology help desk. The Help Desk position will serve as a central point of contact for staff members and students to request assistance when they encounter problems with Office 365, Microsoft Teams, PowerSchool, and other district supported software programs, as well as basic hardware troubleshooting including Windows computers and Chromebooks. The Help Desk position will serve as a central contract for the Technology Services Department. It is our goal to hire an individual that will have the technical skills to resolve 30 to 50 percent of the problems encountered over the telephone or via an electronic communication. This employee will generate work orders for repairs that cannot be made immediately or will dispatch a technician for critical issues. The Help Desk position will assist with network documentation, security (virus protection and [authentication] programs). The individual that fills this position will also be able to assist with the monitoring of the network as it relates to traffic analysis, reports regarding staff utilization, and to receive alarm notices when the data/voice networks are experiencing problems. We would also utilize this individual to keep buildings apprized of scheduled or emergency repairs that will require network services to be down for given periods. This individual will also assist the Technology director with procurement and inventory record-keeping.

ESSENTIAL DUTIES AND RESPONSIBILITES: Other duties may be assigned.

• Acts as first point of contact for the technology staff with users through the use of the telephone, email, voice mail, Microsoft Teams, and other electronic means. Solves problems when possible and provides information that can be used to eliminate recurring problems. Responsible for assisting users in the timely resolution of their problems by providing an answer or referral.
• Maintains comprehensive problem logs and documents all problem-solving work.
• Prepares and tracks technology work orders and reports as required.
• Assists users with minor problems with usage of district devices. Trouble shoots software problems and submits trouble tickets to technology staff with detailed notes when the problems can't be easily resolved. May use management software to help solve problems, create new users, maintain existing users and generate reports.
• Assist with the maintenance of network security measures. Monitors security and reports suspected breaches.Maintains accurate and up-to-date records of all warranty information related to the network hardware and software.
• Works with Educational Technology Coordinator, Software Applications specialist, and SIS Administrator to implement various applications, maintain privacy per Montana state law, and ensures unlicensed software is not installed on district devices.
• Assists with district software installations and upgrades.
• Assist with the monitoring of the automated network failure notification system as implemented within the District.
• Assists with the maintenance and updating of network documentation, including but not limited to: inventory, equipment/software configurations, and records
• Trouble shooting of networked devices, including PC's, printers and similar hardware, including application software and Office 365.
• May assist in the management of user accounts and maintains existing accounts for email, voice mail, telephone access, local and wide area network access, internet access.
• Assists with password management for district users.
• Performs other related duties as assigned.

SUPERVISORY RESPONSIBILITES: None

QUALIFICATIONS REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: Associate's degree (A.A.) or equivalent from a two-year college or technical school; and two years related experience; or an equivalent combination of education, training and experience as determined by the District (Specific knowledge of the particular software or systems supported may be required.)

Minimum experience qualifications include:

• Excellent telephone and people skills.
• Ability to prioritize and organize work.
• Ability to manage multiple tasks and projects.
• Demonstrated technical experience assisting users and troubleshooting
• Computer and trouble shooting skills in the PC, Web, and Mac environments.
• Experience and knowledge of Microsoft Office 365 (Teams, Word; Excel; Access; Outlook, Edge, PowerPoint).
• Demonstrated knowledge of Windows 10, Mac OS and Chrome OS.

Desired qualifications include:
* Computer and trouble shooting skills in the Mac environment.
* Knowledge of Mac OS, Apple Volume Purchasing, and Casper Management
* Experience with PowerSchool, Projectors, Audio/visual systems
* Working knowledge of web page design and support.

CERTIFICATES, LICENSES, REGISTRATIONS: At a minimum, the employee must posses a valid driver's license.

LANGUAGE SKILLS: Ability to read, analyze and interpret related periodicals, technical manuals, professional journals, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to communicate technical information to a wide variety of audiences on the telephone and in person. Ability to effectively present information and respond to questions from administrators, staff, and the school community.

MATHEMATICAL SKILLS: General math skills used in general administrative functions to include but not limited to adding, subtracting, multiplication, division, percentages and statistics.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to define problems, collect appropriate data, establish facts and draw valid conclusions based upon the information gathered. Ability to interpret an extensive variety of technical instructions, and be able to relay them to others.

OTHER SKILLS and ABILITIES: Ability to operate personal computers. Ability to locate and download work-related information from the Internet. Ability to apply knowledge of current research and theory in specific field. Ability to establish and maintain effective relationships with students, staff, peers, administration, members of the general public and other network users. Ability to work with other technology staff to provide comprehensive and cohesive services to district personnel.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit, talk, walk, stand or hear. The employee continuously will bend or twist at the neck more than the average person and frequently bend at the trunk. The employee occasionally will reach above the head and frequently reach forward. Specific vision capabilities required for this job include close vision, depth perception, color recognition, and the ability to adjust focus. Driving to school sites or service areas may be required. While performing the duties of this position, the employee may occasionally push or lift up to 50 lbs such as computers and network equipment. The employee is directly responsible for his or her own safety, well-being, or work output. Frequent writing is required. The position may require extended hours. The position requires the individual to meet multiple demands from several people and the ability to interact with the public and other staff members. The position requires frequent computer keyboarding and monitor viewing as a condition of employment.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by individuals in similar positions and additional duties may be assigned.