Region 16 Education Service Center

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Help Desk Technician II

at Region 16 Education Service Center

Posted: 9/17/2019
Job Status: Full Time
Job Reference #: 2272
Keywords: technology, computer

Job Description

Primary Purpose:

To provide wide area help desk assistance and support and to ensure that end users and/or clients are receiving the appropriate assistance.  To assist Networking Technology Specialists as required.  The Help Desk Technician II is responsible for ensuring high levels of customer service quality and availability.  This individual is self-motivated with excellent teamwork skills combined with the discipline to work extremely well on his/her own if required.  This individual possesses strong organizational and communication skills involving the ability to disseminate information and knowledge while also listening and putting into practice advice and instructions.

Qualifications:

              Education/Certification:

  • High School diploma or GED required
  • Associate’s Degree in computer related field preferred 

              Special Knowledge/Skills/Experience/Physical Demands:

  • Demonstrated related work experience required
  • Experience loading and running computer software required
  • Experience working with computer hardware and software programs on Windows and Mac required
  • Must possess patience to assist users with computer technology
  • Must be eager to learn and share new knowledge
  • Must display a drive to help others while being attentive to individual differences
  • Must display responsibility by assuming personal accountability for own work 

Major Responsibilities and Duties:

  1. Provides contracted Local Education Agencies (LEAs) with computer workstation support, troubleshooting, installation, and administration.
  2. Provides computer workstation lifecycle management by installing, imaging, distributing, configuring, and maintaining computers as directed by the contracted LEA contact and or Technology Services director or designee(s).
  3. Provides assistance to contracting LEA’s educational technology by supporting intelligent boards, projectors, scanners, printers, smartphones, IP phones, and other user-based technologies.
  4. Maintains a work schedule that will provide 7 days a week and 24 hour availability for support of the related networks and devices.
  5. Provides assistance to the ESC and contracting LEAs within the terms of the Network Services Contracts.
  6. Provides assistance and support for the Region 16 wide area network, including help desk services.
  7. Maintains open communication and confidentiality with client schools.
  8. Provides assistance in the areas of technology as identified by the advisory committee and Technology Services clients.
  9. Maintains a functioning cell phone and is accessible through this phone as deemed appropriate by the Director. Follows all procedures as outlined in Region 16 ECA (Regulation) and signs ECA (Exhibit A).  A functioning cell phone means that it is charged, activated, messages checked, and mailbox emptied regularly.
  10. Travel required.
  11. Reports for work ready to perform responsibilities.
  12. Performs duties that directly and/or indirectly impact student performance in Region 16.
  13. Maintains a professional level of confidentiality regarding all ESC matters.
  14. Supports the mission, goals, and objectives of the ESC strategic plan.
  15. Upholds and adheres to safety rules and policies of the ESC safety program.
  16. Performs professional responsibilities as required by ESC policies, processes, and procedures.
  17. Meets proficiency levels of required technology skills as outlined by supervisor.
  18. Incorporates appropriate technology in daily work and exhibits continual growth in technologies as outlined bysupervisor.
  19. Performs other duties as assigned.

Annual Number of Work Days:  232



Primary Location: Amarillo, Bell Street Location

Shift Type: Full-Time

Job Contact Information
Name Tim Smith
Title Coordinator, Client Network Services
Phone (806) 677-5254
Email tim.smith@esc16.net

Applications will be accepted beginning
Monday, August 5, 2019 12:00 AM
(Central Standard Time)