Help Desk Technician

Job Title: On-Site Help Desk Technician (Level I/II Support)

Location: Des Moines, IA (On-site position)

Reports To: Help Desk Supervisor

Schedule: Monday - Friday, 7:30 AM - 6:00 PM (to support extended school and district operations)

Job Description: The On-Site Help Desk Agent serves as the first point of contact for technical support across the school district, providing Level I and Level II assistance to teachers, administrators, staff, and occasionally students/parents. This role combines strong customer service with hands-on technical troubleshooting to resolve issues efficiently, log tickets accurately, dispatch field technicians when needed, and perform limited on-site repairs or support. The position requires a patient, professional demeanor suited to working in a K-12 educational environment, where users range from tech-savvy staff to those needing basic guidance.

Key Responsibilities

• Answer and manage incoming support calls, emails, walk-ins, and tickets during core hours (7:30 AM - 6:00 PM), providing prompt, courteous, and effective Level I and Level II technical support.

• Perform basic troubleshooting and resolution for common issues, including but not limited to:

• Password resets and account unlocks

• Software application errors (e.g., Google Workspace, Microsoft 365, student information systems, instructional software)

• Hardware problems (computers, printers, projectors, interactive boards)

• Network connectivity and Wi-Fi issues

• Basic peripheral setup and configuration

• Accurately capture, document, and enter all support requests into the district's ticketing system, ensuring clear details, priority levels, and follow-up notes.

• Escalate complex issues to appropriate Level III specialists or vendors as needed.

• Dispatch zone technicians or field support staff for on-site issues that cannot be resolved remotely or require physical intervention.

• In select cases, provide direct on-site troubleshooting and minor repairs at schools or district facilities (e.g., replacing cables, basic hardware swaps, or guiding users through setups).

• Maintain detailed records of all interactions and resolutions to support knowledge base updates and trend analysis.

• Assist with user training or quick tips during calls to promote self-sufficiency.

• Contribute to a positive, supportive team environment while adhering to district policies, data privacy regulations (e.g., FERPA), and IT best practices.

Required Qualifications

• High school diploma or equivalent (Associate's degree in IT, computer science, or related field preferred).
• At least 1-2 years of experience in a help desk, technical support, or customer service role (experience in education or a large organization is a plus).
• Proven technical troubleshooting skills with Windows/macOS operating systems, common office productivity suites (Microsoft Office/Google Workspace and Mosyle MDM), and basic networking concepts.
• Strong customer service orientation with excellent communication skills (verbal and written); ability to explain technical concepts clearly to non-technical users, including teachers and school administrators.
• Ability to remain calm, patient, and professional under pressure, especially during peak times (e.g., first day of school, testing seasons).
• Valid driver's license and reliable transportation (for occasional on-site visits within the district).
• Ability to pass a background check (required for working in a K-12 environment).

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications (or equivalent experience).
• Familiarity with K-12 educational technology tools (e.g., Chromebooks, iPads, learning management systems, student information systems like Infinite Campus).
• Experience using ticketing systems (e.g., SolarWinds or similar).
• Previous work in a school district or public sector environment.

Physical Requirements

• Ability to lift up to 30 lbs (e.g., moving computers or equipment).
• Comfortable with occasional travel to school sites within the district.
• Standard office environment with extended periods of computer use and phone work.

Sterling Computers Corporation ("Sterling") is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, disability, medical condition, economic status or status with regard to public assistance, citizenship status, national or social or ethnic origin, past or present membership in the uniformed services, protected veteran status, sex, pregnancy, marital or civil union or domestic partnership status, family or parental status, sexual orientation, gender expression or identity, family medical history or genetic information, HIV status, political belief, or any other status or characteristic protected by applicable law.