Position Summary: The Level 1 Helpdesk Technician is responsible for providing first-line support to end users in the organization. This position involves assisting users with hardware, software, and network-related issues. The role requires strong problem-solving skills, effective communication, and the ability to follow established processes for resolving technical issues. This is an entry-level position within the IT department and provides an opportunity for growth and skill development in the field of IT support.

 

Essential Functions:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve basic hardware and software issues.
• Troubleshoot and provide solutions for network connectivity problems.
• Assist users with account access and password resets.
• Escalate more complex problems to Level 2 or higher technicians as needed.
• Document issues, solutions, and other relevant information in the ticketing system.
• Guide users through basic troubleshooting steps and provide clear instructions.
• Install, configure, and update software and hardware as required.
• Maintain a high level of customer service, ensuring timely responses and follow-ups.
• Help maintain knowledge base articles and documentation for end users.

Required Qualifications:

• Basic understanding of IT systems, hardware, and software.
• Familiarity with operating systems such as Windows and macOS.
• Knowledge of Microsoft Office applications.
• Strong problem-solving skills and attention to detail.
• Excellent communication skills, both verbal and written.
• Ability to work well under pressure and manage multiple tasks.
• Eagerness to learn and grow within the IT field.

Preferred Qualifications:

• A+ Certification or equivalent is preferred but not required.
• Experience with helpdesk or ticketing systems is an advantage.
• Basic understanding of Active Directory, networking concepts, and remote desktop tools is a plus.

Terms of Employment: This is an at-will position that may be terminated by either the school district or the employee with a two week notice. Salary is dependent on experience and the technology salary schedule.

 

Disclaimer:

The information contained in this job description is for compliance with the Americans with Disabilities Act (ADA) and is not an exhaustive list of the duties performed for this position. Additional duties may be assigned.