Help Desk Technician

POSITION:

Help Desk Technician

Exempt Status:

Non-Exempt No. of Days According to district approved calendar

Department Information:

Technology

Reports To:

Technology Support Coordinator

Supervises:

None

Education:

High school diploma or GED

Experience:

5 years of work experience in technical support position

POSITION FUNCTION/PURPOSE

Provide a single point of contact for all district staff to resolve problems relating to computer and

communications-related services. Responsible for phone support, technology issue evaluation,

and distribution of technology-related work orders.

Major Responsibilities and Duties:

Telephone Support

1. Receive phone calls and work cooperatively to assist end-users to resolve problems and use

software and hardware. Communicate with software and hardware vendors to resolve end-user

problems.

Technical Support

2. Process technology-related work orders and assign priority to work orders.

3. Analyze and identify trends in issue reporting and devise preventative solutions.

4. Remote into devices to assist end users with technical issues.

Records and Reports

5. Maintain phone log records and use data to identify areas for improvement including training and

maintenance support.

6. Track all software materials and licenses, performing routine inventories and filing.

7. Compile, maintain, and file reports, records, and other documents as required.

Other

8. Comply with policies established by federal and state law, State Board of Education rule, and local

board policy.

9. Follow district safety protocols and emergency procedures.

Supervisory Responsibilities:

• May be responsible for on-site leadership of computer technicians.
• Mental Demands/Physical Demands/Environmental Factors:
• Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations;
• personal computers and peripherals; will need to use personal vehicle; may be required to use personalcell phone.
• Posture: Prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting
• Motion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking,
• grasping/squeezing, wrist flexion/extension, reaching
• Lifting: Moderate lifting and carrying (up to 44 pounds)
• Environment: Occasional prolonged and irregular hours; occasional district-wide travel
• Mental Demands: Work with frequent interruptions; maintain emotional control under stress

Revision Date: 08/05/2026

The above statements are intended to describe the general nature and level of work being performed by

people assigned to this job. They are not intended to be an exhaustive description of all work

requirements and responsibilities. Additionally, the minimum level of education noted as a requirement

could be supplemented by commensurate experience and/or certification(s) as determined by the hiring

manager.