Analyst Facilities Maintenance Help Desk

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AUSTIN ISD JOB DESCRIPTION

JOB TITLE: ANALYST FACILITIES MAINTENANCE HELP DESK PAY GRADE: IT 3 DUTY DAYS: 260 FLSA STATUS: NON-EXEMPT DATE REVISED: 08/31/2026 HC FUNDING SOURCE: THIS POSITION IS PARTIALLY OR FULLY FUNDED THROUGH LOCAL AND/OR GRANT SOURCES. CONTINUED EMPLOYMENT IN GRANT-FUNDED POSITIONS IS CONTINGENT UPON AVAILABILITY OF FUNDS.

MINIMUM

QUALIFICATIONS:

This position requires a high school diploma or equivalent and four (4) years of progressive computer related experience, or a

two-year

computer

related

degree. SKILL REQUIREMENTS This position requires knowledge and background in maintenance, facilities, or operations. Incumbent will provide customer service and perform advanced-level system support work with automated information resources equipment including several different hardware environments, software applications and telephone systems. Incumbent must also demonstrate excellent verbal, written and interpersonal communications as well as analytical, problem-solving and project management skills. Good oral and written communication skills and ability to communicate ideas and receive directions. Be detail oriented and be able to work under tight time restrictions to meet deadlines. Be a self-starter and work with minimal supervision. Be able to work on a team or individually. Be able to conduct training of technical and non-technical end users. Be able to effectively interact with technical and non-technical users and work with other NSS and campus staff to engineer solutions for imaging and application distribution. Proficiency with the Google Suite or equivalent is required for documentation purposes. These skills will frequently be called upon to provide effective record keeping, development of training material to train end users, communicate problems and resolutions, complete heat tickets, develop processes, policies, and procedures. JOB PURPOSE AND RESPONSIBILITY Under the supervision of the CMMS Supervisor, the incumbent must demonstrate excellent verbal, written and interpersonal communications as well as analytical, problem-solving and project management skills. This position uses telephone and customer service skills to resolve user's problem calls within established time frames and meeting Service Level Agreements. Incumbent will provide training to AISD Staff in the implementation and use of computer and peripheral systems. This position compiles operational statistical data and renders performance and status reports. This position is responsible for performing a variety of computer support duties under limited supervision. The principal emphasis is on applying intermediate technical skills and knowledge to create operational reports and provide additional technical support in BAS monitoring systems. Independent judgment, attention to details and the ability to work under a deadline, is required in creation and maintenance of operational reports and BAS monitoring. Training will be provided to enable the incumbent to work on a variety of Enterprise class applications. ESSENTIAL FUNCTION

Lead

special

projects

that

involve

an

assigned

campus,

group,

or

department.

Research,

pilot

and

recommend

best

practices

to

improve

departments

overall

efficiency.

Communicate

service

repair

requests

submitted

by

Austin

ISD

Staff

through

the

District's

work

order

system.

Work

with

Facilities

and

Construction

Management

Departments

to

assess

maintenance

needs.

Provide

Computerized

Maintenance

Management

Software

training

for

internal

and

external

customers.

Communicate

with

internal

and

external

customers

via

phone,

in

person

or

digital

solutions

and

email.

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AUSTIN ISD JOB DESCRIPTION

Maintain

Service

Center

Customer

Support

using

Contact

Center

application.

Provide

Work

Request

updates

to

customers.

Assist

as

a

Computerized

Maintenance

Management

Software

subject

matter

expert.

Maintain

Business

Intelligent

Software.

Maintain

Business

Intelligent

Software

report

updates.

Provide

Microsoft

Business

Intelligent

Software

ad

hoc

and

new

report

requests.

Provide

Computerized

Maintenance

Management

Software

technical

support

for

internal

and

external

customers.

Maintain

inventory

of

computer

equipment

and

software,

document

transfers,

and

adhere

to

software

licensing procedures in coordination with the District's IT department.

Provide

technical

support

and

formal

training

to

Austin

ISD

staff.

Maintain

support

request

documentation

in

the

District

work

order

system.

Provide

an

exceptional

customer

experience

for

all

AISD

stakeholders

with

intentional

and

professional practices

that promote a culture of respect. OTHER DUTIES AS ASSIGNED Perform other related duties as assigned; however, all employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required... PHYSICAL EFFORT AND WORK ENVIRONMENT 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. This position may involve rare exposure to blood or body fluids. Regular attendance is required for this position. Tools/Equipment Used : Personal computer and peripheral Posture: Prolonged standing; frequent kneeling/squatting, bending/stooping, pushing/pulling, and twisting Motion: Frequent walking and heavy physical effort Lifting: Regular moderate lifting and carrying (45 pounds); lift and move equipment Environment: Work outside and inside; exposure to extreme temperatures (hot, cold, and inclement weather), humidity, and prolonged sunlight; work on uneven or slippery surfaces; frequent exposure to noise PERSONAL WORK RELATIONSHIPS: This position reports directly to the appropriate supervisor of the department. This position has contact with administrators, staff and service center employees. The Austin Independent School District provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. I have read & acknowledged the job description above. Employee Signature:

Date: