Technology Customer Help Desk Tech IIMt. Diablo Unified School District Information Technology – Concord, CaliforniaStart Date: July 1, 2026Job DescriptionTitle: Technology Customer Help Desk Technician IIWork Length: 8 Hours Per DayDays Worked: 260Definition: 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 to repair work, and performs related work as required.Examples of duties:Receives and logs software and hardware trouble calls from school site and central office users; provides identification, analysis, and solutions to routine problems; documents details of more complex problems for analysis and resolution by others.Works with staff/repair technicians to solve higher level problems and 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 application software, gateway software, LAN software, operating system; maintains working knowledge of hardware and network devices, scanners, printers.Assists in identification/development of changes and enhancements, coordinates, schedules, and dispatches service calls, monitors alerts, supports email system, creates system accounts, maintains repair logs, provides status updates to users.Coordinates with outside vendors, prepares reports, maintains equipment inventory, assists in developing user manuals, recommends/supports hardware/software purchasing; performs related duties as assigned.Desired QualificationsTraining and ExperienceAny combination equivalent to high school graduation and college level coursework in computer science or information systems. Minimum of three years paid experience with Apple devices, PC devices, and hardware maintenance support vendors; experience supporting Microsoft Office, network packages, Apple packages, server support, Windows/Apple operating systems, and equivalents. Experience with student information systems, human resources or financial systems.Knowledge ofOffice productivity tools and electronic devices including mobile devices, tablets, desktop and laptop computersPrinciples/practices of using information systems and related equipmentMDUSD web‑based applications and online servicesElectronic devices and networking operating systems, word processing, spreadsheets, presentation software, office automation, databases, desktop publishingInternet browsers and Internet accessAppropriate English usage, spelling and grammarDiverse academic, socioeconomic, cultural and ethnic backgrounds of students and staffSkillsSupporting, coordinating, and responding to higher level complex trouble callsCommunicating clearly and effectively orally and in writingReading technical manuals & developing training materials and documentationConducting staff trainingsWorking with data and producing reportsAbilitiesDescribe technical problems to technical staff or external support agenciesDiagnose complex problems involving multiple hardware and software issuesOperate devices with proficiency using word processing, spreadsheets, desktop publishing, databasesDiagnose problems via telephone/internet/emailDescribe solutions to non‑technical and technical users over phone/emailAdvance troubleshooting network problems and provide solutionsMaintain effective working relationships with staff, users, administrators, vendorsWork under pressureLicenses & CertificatesA valid California driver's license is required.Must successfully pass the District's pre‑employment fingerprinting and TB testing.Ability to meet requirements as set forth in applicable state and federal laws and District Annual Notices (Mandated Reporting, Blood Borne Pathogen).Physical AbilitiesSit for extended periods; dexterity of hands/fingers; reach overhead; bend at waist; hear and speak; sufficient vision; lift light objects up to 25 lbs.Job RequirementsCitizenship, residency, or work visa required.Salary: $31.32 to $38.07 per hour.Contact InformationHuman Resources – Concord, California 94519Phone: 925‑682‑8000 ext. 4153Email: personnelfrontdesk@mdusd.org#J-18808-Ljbffr