Help Desk Technician/Building Support Split

Responsibilities

• Assist school and district staff by pursuing and maintaining Apple Certified Mac and iOS Technician designations.
• Provide user support via Helpdesk tickets, email, remote access, and in-person interactions across diverse school environments.
• Help users troubleshoot basic computer and network problems, answer questions on productivity applications, monitor ticket status, and deliver solutions to assist IMS in resolving future requests.
• Troubleshoot and resolve issues related to software applications, peripherals, and mobile device management, escalating to subject matter experts when needed.

Additional Duties

• Performs other related tasks as assigned by the supervisor and central office administrators as designated by the Superintendent.

Requirements

• Bachelor's degree in Information Management Systems, Technology, or a related field (minimum requirement).
• Experience with Windows 10/11, macOS, iPadOS, and iOS; proficiency with MS Office and Office 365.
• Ability to obtain and maintain Apple Certified Technician status in Mac and iOS platforms.
• Experience using a troubleshooting ticketing system is preferred.
• Experience with TCP/IP networking and using virtual network remote control is preferred.
• Proven experience with Apple and PC hardware and software troubleshooting processes.
• Experience working with Apple Global Service Exchange.
• Experience supporting end users in a networked environment, including wireless connectivity.
• Analytical and investigative skills with a structured approach to problem solving.
• Outstanding customer service abilities and strong verbal and written communication.
• Strong interpersonal, verbal, and written communication skills along with solid organizational abilities.
• Experience delivering end-user application training and ongoing support.
• Ability to work effectively in a team environment.
• Maintains an excellent work attendance record, with punctuality and reliability.

Technologies

• macOS, iPadOS, iOS
• Windows 10, Windows 11
• Office 365, MS Office
• Apple Global Service Exchange
• TCP/IP networking, Wireless networking
• Virtual network remote control
• Mobile Device Management

Equipment

• Ability to use Mac, iOS, and Windows platforms along with various applications; comply with OPS equipment use guidelines.

Travel

• Local travel between school sites may be required.

Physical and Mental Demands, Work Hazards

• Standard office environment with occasional overtime as job demands require.
• Strong organization, time management, communication, and interpersonal skills.
• Ability to read and interpret written materials and visual displays.
• Frequent standing/walking during the work shift; ability to bend, kneel, stoop, and balance as needed.
• Additional demands may be requested by the Supervisor.

Interrelations

• Engages with district personnel, customers, and vendors.
• Works under direct supervision of the department supervisor to complete day-to-day tasks.
• Interacts with a diverse population, requiring tact and diplomacy in all situations.
• Responds to customer needs with a positive attitude and delivers quick, professional service to internal and external customers.

Employee Punctuality and Appearance

• All assigned duties and scheduled hours are expected to be fulfilled unless leave is approved.
• Any deviation from assigned hours requires prior approval from the supervisor or building administrator.
• Dress should reflect a positive image of Omaha Public Schools and be appropriate for the position.

Terms of Employment

• Full-time non-exempt classified position; governed by Nebraska public school laws, OPS policies, and applicable collective bargaining agreements if applicable.
• Verification and maintenance of licenses, certificates, and requirements as identified for the role.
• Background check must demonstrate an acceptable history for OPS.
• Verification of U.S. citizenship or legal work authorization.
• Pre-employment drug test, tuberculosis test, and medical examination may be required where applicable.