IT - Help Desk - Trainer I

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Job Posting Title:

IT - Help Desk - Trainer I

Job Description:

Provides training and support for school/administrative technical support staff. Creates, prepares, conducts and schedules training sessions.

Provides prompt courteous technical support and assistance to all levels of district technology consumers (staff, students and parents). Support is provided via numerous channels, including web-based ticketing, phone, online/chat, email, and walk-up/face-to-face. Support interactions may also involve identifying trending issues, data gathering for escalation to support peers, documentation for knowledge base and error tracking systems, website, and social media content authoring and maintenance. Develops and promotes good community relations among various district and community clientele.

Two to three years of experience in an IT support center preferred, but not required. Apple, Dell and Cisco certifications are preferred but not required.

Position Specific Information (if Applicable):

Responsibilities:

Monitor, resolve, escalate, and close work request tickets i.e. backfill vacation and sick leave, large update and deployment-type projects

Create, deliver, assess and participate in ongoing training for site technical support staff required to maintain skill sets necessary to deliver effective and timely support

Provide relevant service and support feedback to appropriate technical leads

Coordinate with District Application Support to conduct meetings and/or training sessions on all related Business Services software applications and Policy/Procedure training for District employees

Assist with software and hardware testing processes, delivering timely and accurate feedback to project managers, and authoring necessary documentation, error logs and troubleshooting procedures for newly deployed technologies

In response to the Internal Auditor results, reinforce district policies /procedures and provide additional training where necessary

Provide Business Services software applications assistance to District employees, including customized forms set-ups in PDF, Excel, and Word

Update and maintain District Policies/Procedures Manual on Business Services software usage. Develop PowerPoint presentations for training

Assist in the new hire orientation program from an IT perspective

Performs other related duties as assigned

Provide ongoing, one-on-one, and group training on the usage of District supported applications to stakeholders

Provide excellent customer service in responding to inquiries via phone, email, web ticketing system and/or direct site visits

Develop and communicate procedures related to changes in Business Services policy throughout the fiscal year

Certifications:

Education:

High School or Equivalent

Skills:

Computer Skills (Troubleshooting and Managing Applications), Excellent customer service skills., Frequent sitting, Observes all District policies and procedures., Occasional bending, squatting, or standing, Occasional lifting five (5) to ten (10) pounds, Problem solving, organizational, and analytical skills, Strong computer skills with MS Word, Excel, PowerPoint, and Workday, Strong verbal and written communication skills

Position Type:

Regular

Primary Location:

West Support Center

One Year Only (Yes or No):

No

Scheduled Hours Per Week:

40

FTE:

1.00

Approx Scheduled Days Per Year:

260 Work Days

• (260 days indicates a year-round position. Time off [or Off-Track Days] are then granted based on the position. Any exceptions to the normal off-track time will be noted in the Additional Position Details section above, as scheduled work days.)

Minimum Hire Rate:

$53,865.63 USD Annual

Maximum Hire Rate:

$66,743.70 USD Annual

Full Salary Range:

$53,865.63 USD - $79,621.77 USD Annual

• All salary amounts listed above are based on a full-time (1.0) FTE. If applicable, part-time salaries will be prorated according to the assigned FTE.

Benefits:

This position is eligible for health, vision, dental, health savings account (HSA), flexible spending accounts (FSA), District paid and voluntary additional (supplemental) life and accidental death and dismemberment insurance, short and long-term disability, critical illness and accident voluntary insurance, employee assistance program (EAP), voluntary 401(k), 403(b) and 457 retirement plan options. There is also a voluntary 403(b) savings plan with up to 4% District match for up to 5 years from date of hire.

Time Off Plans:

This position is eligible for paid off-track, sick and personal time.

This position will be open until filled, but will not be open past:

July 15, 2024