CLASS TITLE: TECHNOLOGY CUSTOMER HELP DESK TECHNICIAN II
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Work Length: 8 Hours Per Day
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Days Worked: 260
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DEFINITION: Under general supervision provides high level technical centralized service and support to computer users; provides high level technical support to computer users accessing the district’s centralized computer system, stand-alone and networked; analyzes, troubleshoots, and provides solutions to routine problems; instructs users in the use of computers, software and peripherals; schedules and dispatches Technology and Information Services technicians and senior level technicians repair work, and performs related work as required.
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EXAMPLES OF DUTIES: Receives and logs software and hardware trouble calls from school site and central office users; provides problem identification, problem analysis, and solutions to routine problems; documents details of the more complex problems for analysis and resolution by others; works with staff and repair technicians to solve higher level problems; supports productivity tools and electronic devices including, but not limited to mobile devices, tablets, desktop and laptop computers, maintains working knowledge of system software features and procedures and their application by the user including application software, gateway software, LAN software, and operating system; maintains working knowledge of system hardware and all network devices, scanners, printers; assists in identification and development of changes and enhancements to system and procedures; coordinates, schedules and dispatches service calls from district computer users regarding hardware and software problems, monitors system alerts, support email system, creates system accounts; maintains detailed service call repair logs and documentation; provides service/status updates to computer users; coordinates work with outside vendors; prepares reports and correspondence as needed; maintains equipment inventory; assists in the development of user manuals and learning materials; provides recommendations and support for hardware and software purchasing; performs related duties as assigned.
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DESIRABLE QUALIFICATIONS:
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Training and Experience: Any combination equivalent to graduation from high school and college level coursework in computer science or computer information systems. A minimum of three years paid experience working with: Apple devices, PC devices, and hardware maintenance support vendors; experience in user support of Microsoft Office, Microsoft network-related packages, Apple related packages, server support, Windows Apple operating systems; or an equivalent combination of training and experience. Experience working with student information systems, human resources systems and/or financial systems.
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Knowledge of:
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Skill in:
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Ability to:
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Licenses and Certificates:
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Certificates and Other Requirements:
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Environment:
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Office-based settings; fast paced work with deadlines; constant interruptions and high demand to multi-task and complete job duties with stringent timelines; maintains high regard for exemplary customer service.
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Physical Abilities:
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Sit for extended periods of time; dexterity of hands and fingers to operate a computer keyboard; reach overhead, above the shoulders, and horizontally; bend at the waist or crouch to retrieve files from cabinets and shelves; hear and speak to exchange information in person or on the telephone; sufficient vision to read various documents related to assigned activities and view a computer monitor; physical, mental, and emotional stamina to endure long hours under sometimes stressful situation’s; lift light objects up to 25 lbs..
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Other Qualifications:
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Must successfully pass the District’s pre-employment fingerprinting and TB testing.
\r\nM&O Salary Range: 531
\r\nDIABLO UNIFIED SCHOOL DISTRICT
\r\nTechnology Customer Help Desk Technician II Board Approved: April 30, 2014
\r\nBoard Revised: June 1, 2015
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