Technology Services - Help Desk Technician III

Job Description

Under the general supervision of the Director of Infrastructure and Support Services within the Technology Services Department, the Help Desk Technician III will provide direct technology support to staff and students. Working at the helpdesk to provide support to staff. This position will coordinate support activities with the helpdesk coordinator, administrative support staff, TS services personnel. Extensive communicate with helpdesk staff and school-based staff in providing support for laptops, Chromebooks and related smart-classroom equipment, applications, and software is required.

Qualifications:

Any combination equivalent to:

• Education: Bachelor's degree preferred or equivalent years of experience

• Certificates & Licenses: None required.

• Experience: Experience with assisting large scale deployments and projects; experience with device (laptop/tablet) management; work experience with end user support. Customer Facing Helpdesk support. Experience with Service ticketing systems.

Key Competencies:

• General knowledge of PC/Mac laptops and desktops, Chromebooks, Smartboards, and related additional classroom technology.
• Use of ticketing systems and performing work as assigned by the helpdesk coordinator.
• Participation in large scale deployments or projects
• Familiarity with inventory management practices and software
• Experience with office software and helpdesk ticketing systems and practices
• Excellent verbal and written communication skills

Essential Functions:

• Serve as a resource for staff who need troubleshooting help with ACPS technology devices, applications, and programs
• Manages system-wide hardware repair depot facility and communicates with vendors regarding warranties and repairs
• Assist with standardized online testing as needed
• May perform other additional duties or tasks as designated by supervisor.

Clearances:

• Criminal Justice Fingerprint/Background Clearance.
• Tuberculosis Skin Test.

Public Health Compliance

• Must follow safety and health protocols.

WP