Tech Services - Help Desk Technician

JOB DESCRIPTION POSITION: Help Desk Technician for Technology Services REPORTS TO: Director of Customer Services UNIT CLASSIFICATION: Renton Technical Professional Association (RPTA) This 260-day position serves as the district-wide Technology Services phone and ticket based technical support specialist. The Help Desk Technician troubleshoots, diagnoses, and resolves problems with desktop computer hardware, related operating systems, application software, audiovisual equipment, and network connectivity for district computer users. The position screens incoming problem reports from phone or email, resolves problems and facilitates efficient routing to Technology Services staff. Duties also include providing central management of key inventory processes and systems and maintenance of central technical systems in support of efficient and reliable devices and software management. The position also provides central technical computer systems management and deployment support for the district. ESSENTIAL FUNCTIONS

1. Provide direct district-wide support to district computer users by phone and/or email to resolve hardware, software, and application problems for computers, printers, and audiovisual devices.
2. Provide direct support to district computer users by phone or email to resolve network connectivity problems.
3. Develop strategies for determining where problems occur; and identify possible district- wide solutions. Collaborate with Systems Administrators and Managers as needed to deploy solutions.
4. Centrally manage district-wide key inventory systems and processes for the customer service team to drive efficiency and accuracy, including completing technical central inventory analysis audits and leading technical inventory improvement processes.
5. Manage the Help Desk database to ensure all help desk tickets are addressed and the Technology Services team can work efficiently. Write technical workflows that enable efficient and automated ticket routing where possible and streamline Technology Services staff work process.
6. Maintain proper and complete records specific to support actions, including, but not limited to, computer work order requests and assignments, duration, and closure.
7. Analyze trends in user assistance requests. Contribute to the development of well- targeted Technology Services training programs.
8. Centrally manage district-wide software systems and authorize approved software installation.
9. Coordinate with Administrative Assistant to maintain and reconcile accurate software license database and library.
10. Maintain confidentiality, including keeping passwords and other system security features confidential.
11. Identify problems and perform appropriate repairs or adjustments to AV equipment including cleaning, testing and maintaining in working condition.
12. Maintains inventory and service records; completes service forms; maintains log of service calls.
13. Maintain regular attendance; adheres to board policy and the mutually bargained leave and attendance terms as stated in the collective bargaining agreement.
14. Serve on department, school, and district committees when needed, and undertake additional tasks or assignments within the scope and intent of the position. MINIMUM QUALIFICATIONS
15. Related technical or vocational school certificate or Associate Degree in appropriate technological area.
16. Two years' relevant customer support experience troubleshooting and resolving software, hardware, and network problems
17. One year of diagnostic and repair skills servicing computer systems and AV equipment, including tracking repair costs.
18. One year of experience managing large complex inventory data sets
19. Experience in K-12 instructional and administrative environment preferred.
20. Experience with mixed platform network installations is preferred.
21. Valid Washington State driver's license and good driving record.
22. Two or more years of experience in, and ability to assist users with, Microsoft Windows Operating systems (Microsoft Office including Word, Excel, PowerPoint, Publisher, and Outlook) and/or experience with Google Workspace Platforms.
23. Previous help desk experience preferred.
24. Advanced degrees or technical training may be substituted on a case-by-case basis with approval from HR. KNOWLEDGE, SKILLS AND ABILITIES
25. Ability to quickly learn new applications and technologies through independent research and troubleshooting
26. Ability to establish and maintain effective team working relationships with a variety of people with diverse backgrounds in technology.
27. Ability to exercise good judgment and make decisions.
28. Ability to organize, prioritize, and meet inflexible deadlines.
29. Ability to maintain confidentiality.
30. Ability to multitask.
31. Ability to communicate effectively, courteously, and professionally, both verbally and in writing.
32. Ability to process information to make sound judgments and decisions.
33. Ability to adapt and act flexibly
34. Ability to make appropriate decisions under guidance.
35. Ability to establish and maintain effective working relationships with a variety of others.
36. Ability to facilitate solutions to hardware and software problems.
37. Ability to act as a liaison between user and vendor customer service.
38. Skill in providing technical advice and instruction to non-technical staff. EMPLOYMENT INFORMATION Benefits: Consistent with Renton Professional-Technical Agreement.