Help Desk Success Specialist

Job Title: Help Desk Success Specialist Wage/Hour Status: Exempt

Reports to: Director of Technology Services Pay Grade: Technical 3 (233)

Dept./School: Technology Services Date Revised: 10/2026

Primary Purpose:

To provide tier two support for district computing systems and peripherals via work orders and phone calls into the district technology help desk. Oversee district help desk technicians, ensuring district service level agreements are achieved.

Qualifications:

Education/Experience:

Associate's degree, technical degree, or technical training/certification

Required Knowledge and Skills:

Knowledge of installation, troubleshooting, and repair of computer-related equipment and peripherals

Knowledge of mobile computing devices such as iPads

Experience with a variety of computer operating systems and hardware configurations

Experience working with computer networks

Customer service orientation

Effective interpersonal, organizational, and communication skills

Initiative and problem-solving skills

Strong client-facing and communication skills

Experience in help desk management

Major Responsibilities and Duties:

• Maintain and support the District ticketing system and permissions
• Provide first-level contact and convey resolutions to customer issues
• Deliver exceptional customer service by resolving tickets, anticipating needs, and ensuring a consistently positive customer experience
• Identify and escalate trends in ticket submissions to the next level of support
• Track, route, and redirect problems to correct resources
• Provide remote support to various levels of users
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers' expectations
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services
• Oversee district help desk technicians
• Appropriately escalate unresolved queries to vendor support contacts
• Install licensed software
• Keep current with technology advancements
• Answer the district helpdesk line
• Maintain confidentiality
• Participate in meetings and training as designed by District staff
• All other duties as assigned

Equipment Used:

Computers (both Macintosh and Windows) and associated peripherals

IOS devices

Small hand tools

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors:

Maintain emotional control under stress

Demonstrate patience and flexibility when working with others

Maintain professional and friendly demeanor at all times

Lift, carry, push and/or pull items of up to 50 lbs. on a daily basis

Sit or stand for extended periods of time