Undertake administrative functions and serve as a clearinghouse for information and
requests for service and issues related to computer desktop and network
troubleshooting, information systems support, technical solutions services,
telecommunications support, , IT training and records management
Answer overflow phone calls and/or respond to emails to collect information by asking questions of customers in order to determine types of calls, assign priority levels and dispatch criteria.
Provide clear information to both IT personnel and end users regarding status of requests.
Ensure efficient coordination, prioritization, and scheduling of Onsite Technician/s activities to ensure that the Service Level Agreement is being adhered to.
Provide Help Desk administrative functions to establish and maintain positive customer
• Ensuring that tickets are efficiently dispatched and routed
• Tickets are monitored for quality control
• Service level performance reports are generated and distributed to IT managers
on a timely basis
Undertake administrative tasks related to, but not limited to, the following processes:
• Inventory control
• Master calendar maintenance
• Tracking of maintenance contracts
Perform other duties as assigned.
Minimum Job Requirements:
Education: High school diploma or equivalent and some technical training.
Experience: One (1) year of relevant work experience in an IT Department.
Specific Skills: Knowledge and use of District standard software, understanding of IT
terminology, and good communication skills.
Specialized Knowledge/License: Microsoft Office.