Description
Position/PCN: Service Desk Technician – Level I
Position FTE: 1.0 FTE
Pay Grade: 10
Starting Wage: $21.92
Days Per Year: 260
Shift hours: 7:30am-4pm
Class Summary: Ensure District provided technology systems and applications support customer needs and ensure they are able to accomplish their tasks. This includes receiving, prioritizing, documentation and actively resolving customer requests and escalating incidents when considered appropriate and necessary. Resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual provide remote assistance to customers district-wide. Has the ability to manage multiple high priority tasks. Works independently and in a team setting, sharing information and assisting others as needed.
Distinguishing Characteristics:
Duty No. Essential Duties Frequency Band/Grade 1 1 Provides Level 1 support for assigned systems and site intranet/internet 2 Identify and learn appropriate software and hardware used and supported by the organization 3 Maintains and develops simple reports and/or queries using report writing software 4 Utilizes the IT ticket system to track work requests and problems 5 Maintain student users, group membership, and rights in Active Directory 6 Develops and or assists in training of associated software 7 Troubleshoots software, report, and hardware problems 8 Assists in developing and maintaining documentation including but not limited to Maintenance and How To guides 9 Evaluate documented resolutions and analyze trends for ways to prevent future problems 10 Alert management to emerging trends in incidents 11 Perform maintenance on supported systems 12 Assist in software releases and roll-outs and communication to the customers 13 Assist faculty/staff with basic use of business/curriculum software 14 Other duties as assigned
Knowledge: Must have the knowledge to manage network devices such as Macs or PCs, Mobile Devices, Ethernet, Printers, Servers, Wireless, and Microsoft. Operational knowledge of Access, Excel and scripting methods and processes desired. Exceptional written and oral communication skills as well as documentation skills.
Skills (position requirements at entry): Is able to work independently to identify and problem solve a multitude of technical tasks, including, but not limited to; desktop computers, servers, software or other identified network hardware. Must have the skills to develop and train users on proper network procedures and applications. Ability to write clear and accurate documentation for both customers and technical staff. Ability to follow written documentation and oral direction. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation.
Training and Experience (position requirements at entry): Associates Degree in Computer Science or related field preferred. Two (2) years of managing enterprise network level software preferred. Two (2) years of experience in working with PC's and peripherals in an enterprise network preferred.
Licensing Requirements (position requirements at entry): Must have a valid Alaskan Driver's License.
Physical Requirements: Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Classification History:
Adopted MRH 02/13/2016
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