IT Help Desk II - Application Support

Work Calendar: 242 FTE: 1.0 (40 Hours per Week) Contract Status: Contract FLSA Status: Non- Exempt Reports To: IT Support Supervisor Starting Wage: $ 50,308 annually Salary Schedule/Lane: 48/A Benefits: Eligible Anticipated Start Date: 11/18/2024 Priority Screen Date: 11/04/2024 Positions Available: 1 Position Open Until Filled JOB SUMMARY The IT Help Desk II - Application Support position provides assistance and support related to student, financial and business computer systems and software. Responds to queries, isolates problems, determines and offer possible solutions, and trains on program functionality. MINIMUM REQUIRED QUALIFICATIONS All positions require selected candidates to be fingerprinted and successfully pass a criminal background check. Additional minimum required qualifications for this position are: High School diploma or equivalent Proficient in Microsoft Office suite and experience using a data-based software such as Business Plus Minimum of one year working with and supporting others with computer applications Ability to operate standard office equipment, phone, copy machine, scanner, etc. Speak, read, write, and present professionally, analyze, and interpret English written and verbal communications PREFERRED QUALIFICATIONS These are examples of skills and experience that the best-qualified candidates may have. Not having one or all of them does not disqualify any candidate from consideration. Associate degree, applicable industry certifications, or equivalent experience Experience in a K-12 Education or public employment environment Intermediate Microsoft Office Suite Skills Proficient in speaking, reading and writing Spanish or other language Experience using PowerSchool Experience supporting technology over phone ESSENTIAL FUNCTIONS & RESPONSIBILITIES Answer telephone, answers email messages, and greets individuals for the purpose of providing Tier 1 IT Service Desk/Help Desk support for IT issues experienced by school and district personnel users Respond to inquiries from a variety of internal and external parties (e.g. staff, parents, students, public agencies, etc.) to provide information, facilitating communication among parties and providing direction Evaluate situations (e.g. involving other staff, students, parents, the public, etc.) to take appropriate action and directing to appropriate personnel for resolution Guide technology user through problem-solving process to diagnose technology related problems Create tickets using ticketing software to escalate and track technology related problems Specialize in the support of specific application areas (e.g. Student Information System support, scheduling support, Financial Information System support, applicant tracking support, etc.) to provide in depth application support Support assigned administrative personnel to provide assistance with administrative functions Support the information reporting needs of the District including District, State, and Federal (e.g. school boundary, address, grid-code maintenance, ARCVIEW, Student Information System, etc.) to comply with various mandates Follow-up with customers for the purpose of ensuring technology problems have been resolved Receive feedback from customers about computer usage to provide feedback about system usage to system administrators Maintain a variety of manual and electronic documents files and records for the purpose of providing up-to-date information and historical reference in accordance with established administrative guidelines and legal requirements Perform clerical functions (e.g. copying, faxing, filing, sorting mail, etc.) to help the department run more efficiently Perform record keeping (confidential and non-confidential) and general and program specific clerical functions (e.g. scheduling, copying, faxing, etc.) to support assigned administrator and site with necessary materials Prepare written materials (e.g. reports, memos, letters, newsletters, etc.) to document activities, providing written reference an conveying information Processes a variety of documents and materials (e.g. correspondence, agendas, minutes, event programs, bulletins, reports, student records, etc.) to disseminate information to appropriate parties Assist other personnel as may be required to ensure an efficient and effective work environment Collaborate with help desk team in developing training materials for the purpose of helping technology users use and implement technology following established standards Maintain regular and predictable attendance for the purpose of fulfilling job requirements efficiently and effectively Speak, read, write, analyze, and follow written and verbal communication in English; listen to, and understand information and ideas presented verbally or in writing Perform other related duties as assigned to ensure the efficient and effective function of the work unit EMPLOYEE SUPERVISORY RESPONSIBILITIES: No WORK ENVIRONMENT & PHYSICAL DEMANDS The usual and customary methods of performing the job's functions require the following physical demands: some lifting, carrying, pushing, and/or pulling, and significant fine finger dexterity. Generally the job requires 90% sitting, 5% walking, and 5% standing. This job is performed in a generally clean and healthy environment. The Salt Lake City School District is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and its services, programs, and activities. To request reasonable accommodation, contact Human Resource Services - Salt Lake City School District (slcschools.org) or call 801-578-8340. Non-Discrimination Statement No district employee or student shall be subjected to discrimination in employment or any district program or activity on the basis of age, color, disability, gender, gender identity, genetic information, national origin, pregnancy, race, religion, sex, sexual orientation, or veteran status. The district is committed to providing equal access and equal opportunity in its programs, services and employment including its policies, complaint processes, program accessibility, district facility use, accommodations and other Equal Employment Opportunity matters. The district also provides equal access to district facilities for all youth groups listed in Title 36 of the United States Code, including scouting groups. The following person has been designated to handle inquiries and complaints regarding unlawful discrimination, harassment, and retaliation: Tina Hatch, Compliance and Investigations/Title IX Coordinator, 440 East 100 South, Salt Lake City, Utah 84111, (801) 578-8340 You may also contact the Office for Civil Rights, Denver, CO, (303) 844-5695.