Tech II-Help Desk

Technician

II,

Help

Desk

Job

Description

JOB

TITLE:

Technician

II,

Help

Desk

DATE

REVISED:

December

27,

2023

REPORTS

TO:

Supervisor,

Help

Desk

DEPARTMENT/CAMPUS:

Facility

&

School

Services:

Information

Technology

PAY

GRADE/DUTY

DAYS:

IT2,

235

FLSA:

Non-Exempt

JOB

PURPOSE

SUMMARY:

This

position

is

responsible

for

providing

technical

support

and

assistance

to

end

user

groups

in

order

to

support

continued

optimal

continuity

in

all

information

technology

systems

and

applications

within

the

District.

KEY

FUNCTIONS,

ESSENTIAL

DUTIES,

AND

RESPONSIBILITIES:

PC

Technical

Support:

1.

Identifies,

diagnoses,

and

resolves

computer

hardware

issues

for

end-users,

and

ensures

the

timely

communication

of

appropriate

solutions.

2.

Provides

one-on-one

end

user

problem

resolution

over

the

phone

for

District

approved

software,

applications,

and

other

assigned

resources.

3.

Diagnoses

and

resolves

end-user

network

problems

related

to

resources

including,

without

limitation,

printers,

e-mail,

Internet,

and

network

access.

4.

Logs

work

orders

into

Help

Desk

management

system

by

entering

all

required

information

into

the

fields,

manages

the

prioritization

of

work

orders

according

to

policy,

and

assists

Computer

Technicians

with

documenting

and

closing

work

orders

as

needed.

5.

Assists

with

the

repairs

and

configurations

of

end-user

desktop

hardware,

software,

and

peripherals

at

specified

locations.

6.

Coordinates

timely

maintenance

and

repairs

of

computer

equipment

and

related

resources

that

are

subject

to

third-party

maintenance

agreements.

7.

Attends

all

training

sessions

necessary,

or

as

otherwise

assigned,

to

perform

help

desk

duties

effectively,

efficiently,

and

in

accordance

with

established

protocols

and

practices.

8.

Assists

Department

personnel

with

creating

materials

for

on-demand

and

direct

access

informational

and

educational

resources

for

end

user

groups.

9.

Serves

as

a

liaison

between

end

user

groups,

Department

personnel,

and

District

administration.

10.

Assists

in

the

development

of

policies

and

procedures

regarding

proper

handling

and

resolution

of

technology

issues.

11.

Compiles,

maintains,

and

files

all

physical

and

computerized

reports,

records,

and

other

required

documents.

12.

Assists

in

the

selection

of

technology

equipment

and

related

software

programs,

as

assigned.

13.

Assists

with

maintaining

an

up-to-date

and

accurate

database

of

all

hardware

and

software

within

the

District.

14.

Maintains

disaster

recovery

documentation

of

procedures,

access,

contacts,

and

inventory

within

assigned

areas.

15.

Executes

emergency

response

protocols,

when

necessary,

to

fire

alarm

systems

at

all

District

facilities,

or

as

otherwise

assigned,

and

coordinates

communication

to

the

necessary

personnel.

Compliance:

16.

Performs

all

assigned

work

activities

in

accordance

with

standard

procedures

and

protocols

established

by

the

department

and

District,

and

in

accordance

with

applicable

standards,

procedures,

protocols,

practices,

codes,

and

requirements

as

set

forth

by

regulations

and

governing

entities

including,

without

limitation,

Texas

Education

Agency.

17.

Demonstrates

and

maintains

relevant

and

up-to-date

working

knowledge

and

understanding

of

requirements

and

standards

relevant

to

the

job

function.

18.

Monitors

respective

work

activity

for

variances

and

anomalies.

1

Technician

II,

Help

Desk

Job

Description

19.

Identifies

and

timely

reports

any

known

or

suspected

compliance

issues

to

appropriate

personnel.

20.

Assists

with

audits,

including

the

preparation

for

audits,

whether

initiated

internally

or

externally,

as

assigned.

21.

Adheres

to

all

other

District

wide

policies

and

procedures

including,

but

not

limited

to,

human

resources,

safety,

and

emergency

protocols.

General:

22.

Demonstrates

support

towards

the

District's

Shared

Vision,

Mission,

and

Promise

2

Purpose.

23.

Assists

department

leadership

in

the

compilation

of

miscellaneous

confidential

reports.

24.

Attends

departmental

and

organizational

meetings,

as

required.

25.

Participates

in

continuing

education

programs

and

related

activities

to

maintain

proficient

understanding

and

working

knowledge

relevant

to

the

job

function

and

trade.

26.

Displays

integrity,

responsibility,

accountability,

teamwork,

and

ethics.

27.

Performs

assigned

job

duties

and

responsibilities

in

accordance

with

established

performance

expectations,

as

well

as

with

District

policies,

procedures,

protocols

and

standard

practices.

28.

Demonstrates

intermediate

proficiency,

working

knowledge,

and

understanding

of

Microsoft

Excel,

Word,

Outlook,

and

PowerPoint,

Google

Shared

applications

to

include

Google

Sheets,

Google

Docs,

and

Google

Slides,

mobile

technologies,

as

well

as

other

applicable

systems

and

applications

relevant

to

the

job

function.

29.

Demonstrates

intermediate

proficiency,

working

knowledge,

and

understanding

of

emerging

technologies,

computer

hardware

and

devices,

computer

software

applications,

computer

related

troubleshooting,

network

management

tools,

cloud

computing,

operating

systems

including,

without

limitation,

Windows

7,

and

Windows

10,

as

well

as

other

applicable

computer

technology

systems

and

applications

relevant

to

the

job

function.

30.

Performs

other

duties

as

assigned.

MINIMUM

EDUCATION,

EXPERIENCE

&

CREDENTIAL

REQUIREMENTS

High

school

diploma

or

equivalent

GED

Three

years

of

experience

working

in

a

computer

troubleshooting

or

computer

repair

role,

or

similar

capacity;

or

An

equivalent

combination

of

education

and

work

experience

CORE

KNOWLEDGE,

SKILLS

&

ABILITIES:

Problem

Solving

-

Identifies

potential

issues,

sources

for

appropriate

solutions

by

looking

beyond

the

obvious,

and

applies

effective

methods

for

solving

problems

in

support

of

the

goals

of

the

department

and

organization.

Customer

Service

-

Demonstrates

concern

for

meeting

internal

and

external

customer

needs,

and

in

a

manner

that

provides

customer

satisfaction

within

the

available

resources.

Active

Listening

-

Gives

full

attention

to

what

other

people

are

saying,

takes

time

to

understand

the

points

being

made,

asks

questions

as

appropriate,

and

does

not

interrupt

at

inappropriate

times.

Information

Gathering

-

Identifies

the

information

needed

to

clarify

a

situation,

seeks

that

information

from

appropriate

sources,

and

uses

skillful

and

persistent

questioning

to

draw

out

the

required

information.

PHYSICAL

REQUIREMENTS

&

WORKING

CONDITIONS:

This

position

requires

frequent

sitting

for

long

periods

of

time,

as

well

as

frequent

walking,

standing,

reading,

seeing,

speaking,

hearing,

listening,

organizing,

interpreting

data

and

information,

operating

office

equipment,

typing

using

a

computer

keyboard

and

mouse,

viewing

one

or

more

computer

screen

monitor

at

a

time,

and

use

of

a

telephone;

occasional

to

frequent

lifting,

carrying,

and/or

moving

of

objects

up

to

50

lbs.

The

working

environment

consists

of

an

indoor

and

climate-controlled

setting

the

majority

of

the

time.

EMPLOYEE

ACKNOWLEDGEMENT:

My

signature

below

acknowledges

that

I

have

received

and

read

my

job

description,

and

that

I

understand

the

scope,

essential

job

duties,

knowledge,

skills,

and

abilities,

and

working

environment

that

apply

to

my

job.

I

further

acknowledge

that

I

can

safely

and

effectively

perform

the

essential

job

duties

with

or

without

reasonable

accommodation,

and

in

accordance

with

the

policies,

procedures,

expectations,

and

standards

of

the

District.

acknowledge

that

I

can

safely

and

2

Technician

II,

Help

Desk

Job

Description

effectively

perform

the

essential

job

duties

with

or

without

reasonable

accommodation,

and

in

accordance

with

the

policies,

procedures,

expectations,

and

standards

of

the

District.

Employee

Printed

Name:

_____

Employee

ID

Number:

_____

Employee

Signature:

_____

Date:

___

3