IT Helpdesk Support Specialist

JOB TITLE: IT HELPDESK SUPPORT SPECIALIST

The Worcester Public Schools is looking for an energetic and knowledgeable IT support specialist to add to its dedicated team. Not only does the district have excellent benefits, but you also get to go home feeling you truly helped a child's education by providing our teachers and staff with top-notch technical support. Your days will never be the same, as the core team supports over 50 locations, 25,000 students, 4,000 staff, and 30,000+ devices. Come join our team and feel good about what you do for a living!

START DATE: IMMEDIATELY

REPORTS TO: NETWORK ENGINEER / ASSISTANT IT DIRECTOR

This position is responsible for maintaining district computers, Chromebooks, iPads, printers, projectors, and other technology hardware and software in the district. Technology is always evolving, so this person must maintain a working knowledge of current technology.

PRINCIPAL RESPONSIBILITIES:

1. Re-imaging computers using portable and server based images

2. Repair and maintain computers, Chromebook, printers, tablets, projectors, and other hardware

3. Configure and install computers, Chromebook, printers, tablets, projectors, and other hardware

4. Maintain Windows Active Directory on assigned computers, including joining and removing computers from the domain

5. Assist with network, server, and software image troubleshooting

6. Transport and move technology hardware as required.

7.Work with the district contact for disposal or recycling of retired computer equipment

8. Re-purpose computer equipment by salvaging usable parts before disposal or recycling

9. Coordinate with vendors to complete warranty work as necessary

10. Troubleshoot wiring related problems, including patch cables, Ethernet jacks, switches and stacks and WAN related problems

11.Respond to IT tickets using the district's ticketing system

12.Responsible for assuring equal educational opportunity to all individuals regardless of race, color, gender, age, marital status, religion, gender identity, national origin, sexual orientation, homelessness, or disability.

13. Performance of other job-related duties as assigned.

Help Desk & Mail Administration:

• Answer Calls from Help Desk: Provide responsive, Tier-1 and Tier-2 phone support by answering and resolving incoming calls from the district Help Desk, ensuring accurate logging of user issues.
• Doherty Help Desk M-F PMs: Staff the District IT Help Desk during advertised hours, Monday through Friday, providing direct on-site technical assistance to students and staff.
• Tickets - Help Desk: Actively monitor, update, and resolve incoming Help Desk tickets in a timely manner to maintain high user satisfaction and minimize instructional downtime.

Systems Management:

• Jamf Pro: Administer and maintain Apple devices across the district using Jamf Pro Mobile Device Management (MDM), including deploying applications, configuring profiles, and ensuring security compliance.
• IncidentIQ: Utilize the IncidentIQ platform for comprehensive IT asset management and help desk ticketing, ensuring accurate inventory tracking and efficient workflow management.
• Google Accounts: Manage Google Workspace accounts, executing tasks such as provisioning new users, de-provisioning departing staff, resetting passwords, and managing access permissions as required.
• Mac Cache Servers: Deploy, configure, and maintain Mac Cache Servers to optimize network bandwidth, reduce internet traffic, and expedite software updates and app deployments for all Apple devices.

Network Support:

Network Installs/Replacements/Diagnostics: Perform on-site network hardware installations, swap out aging or failing equipment, and conduct comprehensive diagnostic testing on network infrastructure as needed to ensure continuous and reliable connectivity.

REQUIRED QUALIFICATIONS:

• Working knowledge of current and previous generation Windows operating systems and Microsoft Office suites
• Understand the basic concepts of TCP/IP ethernet networking.
• Working knowledge of Gmail and other G Suite products
• Experience maintaining and repairing printers
• A minimum of three years' successful hardware repair troubleshooting experience.
• Associates degree, or equivalent work experience, in computer science or related field
• Excellent people skills
• Reliable vehicle transportation, license, and clean driving record
• Ability to lift at least 40 pounds

PREFERRED QUALIFICATIONS:

• Bachelors degree in computer science or related field.
• CompTia A+ certification
• Microsoft certified professional
• G Suite certifications
• Ability to speak Spanish, Vietnamese, Albanian, Portuguese, Arabic or an African language.

JOB DETAILS:

SALARY: IT Support Specialist, $25.65 - $35.15

WORK YEAR: Full Year Position / 52 Weeks

WORK DAY: 7:30 A.M. to 3:30 P.M.

TO APPLY: Any person interested in this position should apply on-line at www.worcesterschools.org. All information including a cover letter and resume must be submitted. Open until filled.

This deadline date does not preclude further advertisement or recruitment.