IT Help Desk Technician

Support users across the District by handling tier 1 IT requests, troubleshooting device and application issues, and escalating unresolved problems.

Responsibilities

• Support students and employees with computer hardware and software, including tasks such as password resets, email access, first login to devices, clearing cache and cookies, multi-factor authentication, and single sign on.
• Coordinate request and project updates (for example: work order requests and project installations) to help ensure department objectives are met.
• Perform tier 1 troubleshooting to diagnose hardware or software problems and support availability of required applications and devices.
• Maintain detailed records including help desk logs, work order system entries, inventory system updates, user access reset requests, and password reset activity for audit trails and documentation of procedures and actions.
• Keep Mobile Device Management (MDM) inventory accurate to ensure correct device functionality and permissions throughout the district.
• Create and maintain documentation such as inventory management materials, instructions, and notices/reminders/memos.
• Manage the inventory management system by supporting annual district-wide technology inventory with Site and User technicians, entering newly acquired items, assigning assets to staff members, and approving location changes in the system to stay compliant with district policies.
• Provide specialized technology support so district staff can use office applications and databases effectively.
• Troubleshoot hardware and/or software problems to deliver timely assistance to end users.
• Assist other personnel as needed to support their work activities.
• Provide onsite support at school sites as required for helping students and staff use and troubleshoot district technologies.
• Perform additional duties as assigned to support the educational processes of the District.

Requirements

• Prepare and maintain accurate records
• Operate standard office equipment
• Use pertinent software
• Adhere to safety practices
• Troubleshoot technical problems
• Manage database systems
• Assess, prioritize, and complete multiple tasks and demands simultaneously
• Provide quality customer service
• Basic math, including calculations using fractions, percents, and/or ratios
• Read manuals, write documents using prescribed formats, and present information to others
• Analyze situations to define issues and draw conclusions
• Perform end-user support for computers, software, and peripherals including Windows, Google Workspace, and Apple iOS
• Schedule activities and/or meetings
• Gather and/or collate data
• Use job-related equipment
• Flexibility to work with others across a variety of circumstances; work with data using defined processes; operate equipment using standardized methods
• Ability to work with diverse individuals/groups; work with diverse data; use different types of job-related equipment
• Problem solving to identify issues and create action plans
• Problem solving with data requiring independent interpretation of guidelines
• Problem solving with equipment requiring moderate to significant effort
• Gather information to diagnose problems
• Provide clear instructions
• Adapt to changing work priorities
• Communicate clearly with diverse groups
• Set priorities and work as part of a team
• Read, write, and communicate clearly in English
• Work under limited supervision using standardized practices and/or methods
• Provide information and/or advise others
• Operate within a defined budget
• Ability for significant lifting, carrying, pushing, and/or pulling
• Frequent stooping, kneeling, crouching, and/or crawling
• Significant fine finger dexterity

Technologies

• Windows
• Google Workspace
• Apple iOS
• Mobile Device Management (MDM)

Location & Schedule

• Location: Casa Grande, AZ 85122 (onsite)
• Work hours: 6:00am - 3:00pm

Compensation & Employment Details

• Salary: USD 18 per hourly
• Job duration: 12-month position
• Education: High school diploma or equivalent
• Experience: Previous job-related experience within the IT Field is required

Reporting, Certifications, and Clearance

• Reports to: The job reports to the IT Manager
• Certificates and licenses: Valid Driver's License & Evidence of Insurability
• Clearances: Criminal Justice Fingerprint/Background Clearance

Continuing Education/Training

• As needed or available