Help Desk Technician

Pay Grade: 770 (Min $21.13 per hr) Work Days: 226

Primary Purpose: Install, configure, and maintain security cameras and related software. Provide on call, telephone and e-mail support to all technology users related to hardware, software, network applications and telecom user account administration. Enter and monitor issues using the Help Desk service management system until resolution

Qualifications: Education/Certification:

• High school diploma or equivalency
• Post-secondary coursework/related program of study (preferred)
• CompTIA A+ certification (preferred)

Special Knowledge/Skills:

• Ability to install, configure, and maintain security cameras and related software
• Understanding of structured Ethernet cabling best practices in commercial environments
• Understanding of commercial building construction methods
• Ability to safely operate a district service vehicle
• Working knowledge of Microsoft Windows Active Directory
• Excellent communication, writing, and telephone skills
• Excellent/proactive problem-solving skills/analytical skills
• Excellent time management and organizational skills
• Driving record that is insurable with Plano ISD's insurance carrier

Experience:

• One year experience supporting business hardware and software applications, including but not limited to security cameras, in a Microsoft Windows environment

• One year experience using basic hand and power tools

Major Responsibilities and Duties:

• Safely work above the floor to install, adjust, and maintain security cameras

• Maintain a safe work environment during installations

• Configure and maintain security camera software

• Safely use hand operated and powered tools

• Maintain accurate inventory of installed hardware

• Ensure service truck inventory and supplies are stocked

• Assist with Parent Portal issues via email and phone

• Answer incoming Help Desk calls, diagnose and resolve problem(s), or enter ticket into the help desk tracking system and assign appropriate support entity

• Monitor Help Desk email and voicemail box, resolve reported problems, or enter ticket into the Help Desk tracking system and assign appropriate support entity

• Monitor escalated calls to ensure that resolution is achieved according to the PISD service level agreements

• Create and maintain network/voicemail accounts as needed

• Maintain emergency 911 calling system with current telephone locations

• Monitor server and security camera status

• Assist with software compatibility testing

• Assist technical support staff with onsite upgrade/replacement and imaging process

• Troubleshoot all types of campus-based technology hardware and software

• Interact professionally, courteously and appropriately with all levels of district staff

• Follow all rules, regulations, and policies of Plano ISD and follow directives from supervisor

• Follow Technical Operations attendance/vacation policy as assigned by supervisor

• Perform other functions that may be assigned by the Administration and/or supervisor

Equipment Used:

• Uses computer, printer, copier, scanner, iPads

Working Conditions: Mental Demands:

• Reading; ability to communicate effectively (verbal and written); maintain emotional control under stress

Physical Demands/Environmental Factors:

• Work with frequent interruptions; frequent standing, stooping, bending, kneeling, pushing and pulling; prolonged use of computer and repetitive hand motions; occasional lifting up to 50 pounds. Frequent ladder use above floor. Manual dexterity to complete projects in a craftsman manner; occasional exposure to inclement weather, including heat, cold, rain and snow.

SM092826