Information System Technician – Help Desk

The IT System Technician (Help Desk) role supports Huntsville City Schools by delivering direct end-user assistance, troubleshooting technology issues, managing service work orders, and completing related administrative and technical tasks. The position is located onsite in Huntsville, AL.

Responsibilities

• Respond to telephone, electronic, and in-person communications from HCS staff, students, parents, and others regarding district technology concerns.
• Provide direct customer support to help resolve issues involving district-owned hardware, software, web-based applications, networking, and related technology.
• Diagnose questions and problems to assess customer needs, identify the source of errors, and guide end-users through step-by-step troubleshooting procedures.
• Prioritize incoming assistance requests and escalate more complex matters to the appropriate HCS employee when needed.
• Use the district’s online work order management system to enter, update, route, and assign work orders related to device/equipment malfunctions, maintenance issues, and operating errors.
• Track work orders and maintain service logs; run reports and communicate with other HCS departments and outside vendors or contractors to support timely resolution.
• Stay current on technology trends to inform end-users about system capabilities, procedure changes, and related updates.
• Research and recommend solutions and resources as applicable.
• Complete administrative and routine support tasks (including student/staff account creation and updates, file permission changes, user additions, password resets, and login issue support) for district databases and software applications while maintaining compliance with FERPA.
• Help develop and prepare written instructions, detailed procedures, user manuals, training guides, and FAQs to standardize support resources.
• Participate in approved staff development activities, including technical and customer service training.
• May perform on-site hands-on troubleshooting and support for HCS employees in the central office for less complex issues such as minor desktop hardware repairs, network connection failures, and software application problems.
• May serve on project teams for software implementations and or upgrades.
• May require varying work hours and scheduled days.
• Perform other job-related duties as assigned.

Requirements

• High School Diploma
• 1 year of experience in end-user phone support for PC desktop and application software
• Ability to lift packages up to 10 lbs
• Sitting most of the time

Technologies

• Google Chrome Applications
• PC hardware
• Networking protocols
• Mobile operating systems

Qualifications

• Self-motivated with strong customer service and communication skills
• Ability to learn
• Working knowledge of PC hardware, networking protocols, and mobile operating systems
• Familiarization with Google Chrome Applications
• Familiarization with troubleshooting and setup of printers, laptops, and network equipment

Role Details

• Location: Huntsville, AL (onsite)
• Pay: USD 23 per hourly
• Experience: 1 years
• Education: High School Diploma