Help Desk Analyst

Position Title: Help Desk Analyst

Department: Information Services

Location: Technology Center

Classification: Classified - Non-Exempt

Reports To: IT Helpdesk Supervisor

SUMMARY: Responsible for the day-to-day operation of the Nampa School District Information Services Help Desk, providing technology support for staff, parents, and students remotely and in-person.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Monitor, answer, and respond to requests made to the Help Desk via self-service, telephone, e-mail and voicemail

Provide timely and quality customer follow-up

Responsible for checking the initial trends in Help Desk ticket escalation process

Assume role as the highest possible first call resolution for the customers

Maintain Help System to help monitor tickets and move to correct queues for faster resolution

Work in different systems to help troubleshoot and facilitate work orders

Monitor Microsoft 365 Security and Compliance Dashboard and report any issues

Provide remote assistance to quickly resolve issues

Assist customers using Mobile Device Manager

Work with hardware and software testing in Work Bench area

Work with Inventory Tracking software

Assist in training and helping students to be successful with Tier 1 support in the student helpdesk

Provide support to the interns during the summer and those hired for technology apprenticeships.

Work with Inventory Tracking software

Check with Microsoft System Center Configuration Manager for more information on the work orders

Correspond and resolve requests with vendor help systems

Audit cart of returned teacher devices and image for handout

Collaborate with Senior Staff for difficult issues

Assist customers with identifying phishing, scams, and other malicious email attacks

Assume responsibility for his or her continuing professional growth and development by attendance at in-service or trainings

Seek assistance should emergencies arise

Represent the district in a positive manner

Know and follow school district policy and chain of command

Perform other such duties as may be assigned by System Support Manager SUPERVISORY RESPONSIBILITIES :

None

QUALIFICATION REQUIREMENTS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

High School diploma or general education degree (GED) required

At least three to five years of related office experience or technical field experience preferred or an equivalent combination of education and experience. LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read, analyze and interpret governmental regulations and legal documents. Ability to write routine reports and correspondence.

PROBLEM SOLVING SKILLS:

Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.

PRODUCTIVITY/EFFICIENCY SKILLS:

Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary; organize job functions and work area to be able to effectively complete varied assignments within established time frame.

COMMUNICATION SKILLS:

Ability to provide general district information and respond to questions from administrators, managers, employees, customers, and/or the general public in a professional and pleasant manner.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral and diagram form.

KNOWLEDGE, SKILLS AND ABILITIES:

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

Extremely organized and efficient

Self-Motivated

Ability to follow workflows, processes and procedures

Application of troubleshooting best practices and methods

Experience & knowledge of computer system and application support

Knowledge of all district software, classroom technology, hardware, network, and account management and/or escalation procedures for each.

Experience & knowledge in the use of computer operating systems such as Apple OS X, iOS, Microsoft Windows, Windows Server, Account Administration, System and Account Permission issues,

Articulate and communicate effectively with persons within and outside the Nampa School District

Professional and confidential when dealing with school staff and the public.

Ability to work effectively as a team member

Consistently demonstrates the ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary; organize job functions and work area to be able to effectively complete varied assignments within established time frame

Identify and learn appropriate software and hardware used and supported by the organization. PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is continuously required to sit; occasionally walk and stand and reach with hands and arms; occasionally lift and carry up to 50 pounds. Specific vision abilities required by this job includes close vision; very good depth perception; and the ability to communicate through speech.

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individual's disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside and meets deadlines with severe time constraints in a fast paced environment on a daily, weekly and monthly basis.

TERMS OF EMPLOYMENT : 248 calendar assignment.

Nampa School District #131 is an equal opportunity employer/educator with an alcohol, drug and tobacco free environment, and does not unlawfully discriminate in employment. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodations to the application and/or interview process should notify a representative of the organization. The information contained in this job posting is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned. The employment relationship with the District is of an "at will" nature, which means that the Employee may resign at any time and the Employer may discharge the Employee at any time with or without cause.

Benefits

Benefits: All full time staff are eligible to receive the following benefits:

Low deductible medical and vision insurance through the State of Idaho

Dental

Employee Assistance Program

Paid sick and personal leave

PERSI Retirement