Glendale Elementary School District #40

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Lead Help Desk Specialist

at Glendale Elementary School District #40

Job Description

STATUS  OPEN
POSTING DATE:  12/05/2017
CLOSING DATE:  
POSTING NUMBER:  002680
LOCATION:  571 Information Technology
POSITION:  Lead Help Desk Specialist
ADDITIONAL INFORMATION:  

The job of Lead Help Desk Specialist was established for the purpose/s of monitoring, analyzing, tracking, auditing, and reporting on the workflow of the help desk, dispatching technicians, and resolving issues regarding computers, applications, and other relevant technology.

JOB QUALIFICATIONS:  

SKILLS are required to perform multiple, technical tasks with a need to periodically upgrade skills in order to meet changing job conditions. Specific skill-based competencies required to satisfactorily perform the functions of the job include: preparing and maintaining accurate records; maintaining, troubleshooting technology equipment including pertinent software applications and Windows operating systems; utilizing professional communications etiquette and documentation.  KNOWLEDGE is required to perform basic math, including calculations using fractions, percents, and/or ratios; read technical information, compose a variety of documents, and/or facilitate group discussions; and solve practical problems. Specific knowledge based competencies required to satisfactorily perform the functions of the job include: Windows based computer hardware, virtual desktops, basic networking, software and hardware configurations, hardware/software troubleshooting; current generation software applications. 


ABILITY is required to schedule a significant number of activities, meetings, and/or events; routinely gather, collate, and/or classify data; and consider a number of factors when using equipment. Flexibility is required to independently work with others in a wide variety of circumstances; work with data utilizing defined but different processes; and operate equipment using a variety of standardized methods. Ability is also required to work with a wide diversity of individuals; work with a variety of data; and utilize a variety of job-related equipment. Problem solving is required to identify issues and create action plans. Problem solving with data may require independent interpretation; and problem solving with equipment is moderate. Specific ability-based competencies required to satisfactorily perform the functions of the job include: scheduling activities, meetings, and/or events; gathering, collating, and/or classifying data; prioritizing workload; triaging reported issues; considering a number of technical and non technical factors when using equipment and working with customers; must be able to lift up to 15lbs. above the head and 40lbs. to waist height (with or without reasonable accommodations). 


Responsibility


Responsibilities include: working under limited supervision following standardized practices and/or methods; leading, guiding, and/or coordinating others; and operating within a defined budget. Utilization of some resources from other work units is often required to perform the job's functions. There is a continual opportunity to have some impact on the Organization’s services.  

DUTIES AND RESPONSIBILITIES:  

Essential Functions



  • Assesses average call times, after call time resolution rates, and resolution activities of all help desk members for the purpose of ensuring availability of help desk services and increase efficiencies of support calls. 

  • Assesses telephone, written, and verbal requests for assistance in proactive/reactive support of hardware and software (e.g. including but not limited to Windows XP and Windows 7, a variety of educational and productivity software, Microsoft Office, web based applications, basic networking, security, antivirus, desktop and virtual computers, thin/zero clients, cloud computing, laptops, printers, digital cameras/camcorders, network shares, projectors and Smart Boards) for the purpose of making recommendations for improving support and procedural work flows. 

  • Assigns work to team members and coordinates help desk requests for computer hardware and software support (e.g. dispatching technicians, new computer purchase/setup, equipment and software malfunctions, etc.) for the purpose of ensuring timely response to the needs of district employees. 

  • Composes documents and reports in a variety of written and electronic formats (e.g. standardized correspondence, bulletins, service logs, statistics, etc.) for the purpose of documenting events, providing and/or requesting information, mining the audit trail, and preparing accountability and activity reports. 

  • Creates and maintains user accounts, e-mail accounts, web/file/printer permissions, and security groups in Active Directory for the purpose of maintaining technology security. 

  • Performs help desk functions; meets call times, after call times, resolution rates, and resolution accuracy rates that meet District expectations for the purpose of ensuring availability of help desk services. 

  • Provides coaching and recommendations to team members for the purpose of instructing help desk personnel and site staff regarding the appropriate use of computer hardware and/or software, providing ongoing support, and maximizing the capabilities of staff. 

  • Reviews, creates, edits, and approves documentation for the purpose of creating and managing support and training documentation. 


Other Functions


  • Assists other personnel for the purpose of supporting them in the completion of their work activities by providing support over the phone. 

  • Attends meetings as needed and/or assigned for the purpose of receiving and /or distributing information, training, instructing others, complying with applicable regulations and/or meeting district goals.

REQUIRED EXPERIENCE:  


Job related experience with increasing level of responsibility is desired. 


And or any other qualifications the Board deems appropriate. 


 


 

EMPLOYMENT INFORMATION:  


Work Environment


The usual and customary methods of performing the job's functions require the following physical demands: occasional lifting, carrying, pushing, and/or pulling, some stooping, kneeling, crouching, and/or crawling and significant fine finger dexterity. Generally the job requires 75% sitting, 5% walking, and 20% standing. This job is performed in a generally clean and healthy environment.


Education: High School Diploma/GED is required


Required Testing: Advanced Clerical Skills Test score (86% or higher)


Clearances: Criminal Justice/Fingerprint Clearance; Measles/Rubella Immunity/Vaccination; Valid form I-9

START DATE:  01/22/2018
SALARY:  

Support Staff - Non Exempt Salary Schedule Grade 25 ($15.45-$17.14)

DAYS:  261
 FROM - TBD   TO - TBD
MONTHS / HOURS:  
GRADE / STEP:  Support Term Hourly Grade 25

Application Instructions

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