This onsite entry-level help desk role is the first point of contact for IT users seeking support at SOUTH JEFFERSON CENTRAL SCHOOL DISTRICT.

Answer incoming help desk calls and use on-line diagnostic software, manuals, and problemtracking logs to identify malfunctions
Identify whether issues stem from hardware, software, communication devices, or operator error
Instruct users on correct methods for data manipulation, software application, and hardware operation
Refer unresolved problems to technical staff or a vendor and manage service requests from inception to resolution
Log issues in manual or automated tracking systems
Perform routine installation, testing, and maintenance of hardware, software, and peripherals
Run diagnostic software to verify equipment operates properly
Provide in-service training for operating staff on electronic office software and administrative applications
Assist with maintaining files, databases, and application servers and other related computer resources
Maintain directory of users and prepare work-related reports

Good knowledge of operation of computer hardware, software, peripherals, and communication devices
Good knowledge of testing procedures and debugging techniques
Good knowledge of agency programs, functions, and organizational units
Ability to speak, write, and listen effectively
Ability to read, understand, and interpret technical and procedural manuals
Ability to explain the use and capability of computer hardware, software, and peripherals
Ability to instruct users in software and hardware operations
Ability to establish and maintain effective working relationships
Ability to react positively to calls for software and hardware assistance
Clerical aptitude
Physical condition commensurate with the demands of the position

A) Associate’s degree (computer science, computer technology, information management, technology, science, or related field) from a regionally accredited or New York State registered college/university, plus one year of work experience in user support operating micro-computers and peripheral equipment
B) High school graduation (or high school equivalency), plus three (3) years of work experience as defined in A)
C) Equivalent combination of training and experience as defined within A) and B)

IT Help Desk Specialist (NY Civil Service Helpdesk Operator)

Job Description