Job Description

TIER II HELPDESK TECHNICIAN

JOB DESCRIPTION

JOB CLASSIFICATION:

Classified, Exempt

QUALIFICATIONS:

Educational Level:



Associate's degree in Computer Science or related major



Certification or Licensure:



Preferred: A+, Network+, Security+



Experience Desired:



At least 3 Years IT Helpdesk (Tier I/II) experience



Employee Characteristics:



Cooperation


Attention to Detail


Dependability


Integrity


Concern for Others


Self-Control


Stress Tolerance


Adaptability/Flexibility


Independence


Initiative


Collaboration


Confidentiality

DEPARTMENT:

Technology

REPORTS TO:

Network Operations Director

REQUIRED RESPONSIBILITIES AND JOB TASKS:

Provides Tier 2 network and systems support to school LAN Managers within our seven county region both deskside and remotely. Utilize helpdesk to process tickets and provide accountability, communication, and billing for services performed. Perform end user device and network troubleshooting / upgrades. Assist in the creation of processes and procedures for school network operations. Contribute to the administration of network backup and disaster recovery. Contribute to the planning and implementation of multiple technology projects. Contribute to the planning, implementation, and administration of cybersecurity best practices. Maintain school network documentation. Other duties as assigned.

TECHNOLOGY EXPECTATIONS:

Knowledge of Windows client operating systems is required. Knowledge of Mac OS client operating systems is required. Knowledge of Mac iPadOS versions is required. Knowledge of Chrome operating systems is required. Knowledge of Google Admin console is required. Knowledge of Windows Server operating systems is required. Virtualization with Microsoft Hyper-V experience is required. Understanding of network switches, routers, VLANs, and firewalls is required. Experience with Ubiquiti network switches, routers, wireless access points, and wireless bridges is a plus. Experience with Mosyle MDM, NinjaOne RMM, IT Glue, and Connectwise Control is a plus. Knowledge of circuit boards, processors, electronic equipment, and other computer hardware and software, including applications and basic programming / scripting. Telecommunications/Networking- Knowledge of transmission, routing, switching, control, and operation of wired, wireless, PBX or VoIP telecommunications systems along with a thorough understanding of the OSI model, networking protocols within, and TCP/IPv4 subnetting. ESU 7 Social Media resources

REQUIRED SKILLS AND ABILITIES:

Customer and Personal Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology. Mathematics - Knowledge of arithmetic, algebra, geometry and their applications. Psychology - Knowledge of human behavior and performance; individual differences in ability, personality, and interests. Oral/Written Comprehension - Listening to and understanding information and ideas presented through spoken words and sentences or reading and understanding information and ideas presented in writing. Oral/Written Expression - Communicating information and ideas by speaking or writing so others will understand. Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Active Learning - Understanding the implications of new information for both current and future problem solving and decision-making. Communicating with Persons outside Organization - Communicating with people outside the organization; representing the organization to customers, the public, government, and other external sources. Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time. Interpreting the Meaning of Information for Others - Translating or explaining what technical information means and how it can be used. Team Player - Encouraging and building mutual trust, respect, and cooperation among team members. Instructing - Effectively teaching others how to do something. Problem Sensitivity - Acknowledging when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do. Time Management - Managing one's own time and the time of others. Coordination - Adjusting actions in relation to others' actions. Persuasion - Persuading others to change their minds or behavior. Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one. Service Orientation - Actively looking for ways to help people. Installation - Installing equipment, machines, wiring, or programs to meet specifications. Troubleshooting - Determining causes of operating errors and deciding what to do about it using logic and reasoning to evaluate options and implement solutions. Equipment Maintenance - Performing routine maintenance on equipment and determining when and what kind of maintenance is needed. Equipment Selection/Job Planning - Determining the kind of tools and equipment needed to do a job. Ability to work with minimal supervision.

ESSENTIAL FUNCTIONS:

The essential functions of this position include: (1) regular, dependable attendance on the job; (2) the ability to perform the identified tasks and to possess and utilize the identified technology expectations, skills, and abilities and to perform the identified work activities; and, (3) the ability to perform the following identified physical requirements:

PHYSICAL REQUIREMENTS

Never

0%

Occasional 1-32%

Frequent

33-66%

Constant

67+%

Standing

X

Walking

X

Sitting

X

Bending/Stooping

X

Reaching/Pushing/Pulling

X

Manual Dexterity Activities

X

Climbing Stairs

X

Driving

X

Lifting 50 Pounds

X

Carrying 20 Feet

X

WORKING CONDITIONS:

Inside offices and throughout the ESU 7 campus and district buildings. Primary work area is air-conditioned, but may travel to non air-conditioned buildings subject to extremes of temperature and humidity.

It is the policy of ESU 7 to not discriminate on the basis of sex, disability, race (including skin color, hair texture and protective hairstyles), color, religion, military and veteran status, national or ethnic origin, age, marital status, pregnancy, childbirth or related medical condition, gender identity or sexual orientation, or other protected status in its educational programs, admission policies, employment policies or other administered programs. Persons requiring accommodations to apply and/or be considered for positions are asked to make their request to the Chief Administrator. This position is subject to a veteran's preference for those who qualify. Please see the policy at www.esu7.org.