Help Desk Coordinator (6758)

TITLE: HELP DESK COORDINATOR LOCATION: Administrative Service Center REPORTS TO: Manager of Information Technology (IT) DEPARTMENT: Information Technology (IT) Hours / Work Times 8.0 Hours Per Day (7:00 a.m. - 4:00 p.m. includes 30 minute unpaid lunch) 260 Days Per Year Position Duration: Permanent Classification Group: Professional Technicians (PSE) Class VII Click this link to find the salary schedule associated with this position PSE Large Group Salary Schedule Evergreen Public Schools (EPS) offers the following to eligible employees who work at least 630 hours in a school year: Medical, dental, vision, basic long-term disability, basic life and AD&D insurance through School Employees Benefits Board (SEBB). For additional information click EPS Benefits Information. Employees may also be eligible to participate in FSA, DCAP, HSA, FPFSA (w/HDHP), and other supplemental benefits. Employees may be eligible for employer-employee funded retirement benefits through Department of Retirement Services (DRS). EPS offers paid holidays and paid time off, including but not limited to, sick, vacation, personal, religious, and bereavement leave. Additional negotiated leave options can be found in the associated Collective Bargaining Agreement (CBA) for this position PSE Large Group CBA. We appreciate your interest in employment with Evergreen Public Schools. The most qualified and competitive applicant(s) that possess directly related experience and expertise, training, and education may be invited to participate in the interview/selection process. As part of the selection process, the District conducts confidential reference checks to include former and present employers and also requires a criminal background investigation including fingerprints Click here for Fingerprinting Services. Failure to submit a full application package will result in disqualification. STANCE STATEMENT: Evergreen Public Schools are committed to eliminating the predictability of outcomes by demographic group and we strive to be a diverse community of schools that provides each member with the opportunities, access, resources, and support they need to be successful. With this in mind, our goal is to recruit, hire and retain employees of all racial/ethnic backgrounds who will bring their unique talents and skills into our educational institution to encourage students to thrive academically. Our district aims to provide an equitable and mutually supportive learning and working environment for all students and staff to succeed in a racially and culturally diverse local, national and global community. SUMMARY STATEMENT: Under the supervision of the Manager of Information Technology, the Help Desk Coordinator will coordinate telephone and e-mail support for user questions on software applications, computer hardware, and telecommunications issues. Using a computerized system, the Help Desk Coordinator will record trouble calls and disseminate information and dispatch technicians as needed. Working with the Manager of Information Technology (IT) the Help Desk Coordinator will assist in coordinating long-term plans for support of technology in the Evergreen School District. ESSENTIAL FUNCTIONS: Communicate effectively with students, staff, and the general public via telephone, and in writing. Operate the computer, including performing data entry. Establish and maintain an accurate computerized call recording system. Maintain inventories of software, vendors, equipment, and users. Perform software, computer hardware, and telecommunications troubleshooting. Provide reports and statistical information on user issues and provide feedback on support calls and resolutions. Assist in assessing and improving communications among support staff, including student workers, and between support staff and users. Work with the Manager of Information Technology (IT) to improve support, including turnaround time and expectations of technology support within the Evergreen School District. Perform research and continue education regarding software and hardware, focusing on possible additions to the Evergreen School District equipment as well as changes to the current installed base. Based on the District's technology priorities, schedule and dispatch technical support. OTHER RESPONSIBILITIES: Perform other related duties as assigned. PHYSICAL DEMANDS REQUIRED: Vision (66-100%) Walking (Up to 33%) Pushing/Pulling (Up to 33%) Speaking (66-100%) Acceptable Attendance Bending/Stooping (Up to 33%) Hearing (66-100%) Standing (Up to 33%) Writing (66-100%) Sitting (66-100%) Reaching (Up to 33%) Use of hands and/or arms for repetitive motion (66-100%) Lifting/Carrying (up to 50 lbs.) (Up to 33%) MENTAL DEMANDS REQUIRED: Reading Documents (66-100%) Math (33-66%) Constant Interruptions (66-100%) Verbal Communication (66-100%) Customer Contact (66-100%) Detailed Work (66-100%) Written Communication (66-100%) Problem Solving (66-100%) Training (66-100%) Reasoning (66-100%) Multiple Concurrent Tasks (66-100%) Confidentiality (66-100%) Percentages of requirements of physical and mental tasks are only an estimate. Reasonable accommodations for persons with a disability will be considered in order for them to perform the essential functions of the job. (66-100%) Continuously (33-66%) Frequently (Up to 33%) Occasionally TOOLS AND EQUIPMENT NECESSARY: Computer/laptop, telephone, typewriter, copy machines, FAX machine, calculator, printers, and all other tools and equipment necessary to perform the essential functions as listed. MINIMUM QUALIFICATIONS: (Testing may be required). Typing/keyboarding of 50 wpm. A minimum of three years of related experience or training in computer software and computer hardware troubleshooting. Demonstrated ability to perform on the computer, including data entry, Microsoft software, Communications software, and Apple and Windows operating systems experience required. Demonstrated ability to work independently with minimal supervision. Demonstrated ability to communicate effectively with students, staff, and the general public in person, by telephone, via e-mail, and in writing. Demonstrated ability to operate the tools and equipment as listed above. Demonstrated ability to perform tasks accurately and in accordance with established guidelines. Demonstrated ability to handle multiple priorities at one time. Demonstrated ability to problem solve, analyze, and resolve related issues. Demonstrated organizational skills and a commitment to follow through. Demonstrated ability to perform under conditions of constant interruption and perform under deadline pressure. Demonstrated ability to maintain confidentiality of sensitive information. Demonstrated ability to establish and maintain positive relationships with others as part of a team. KNOWLEDGE, SKILLS AND ABILITIES RELATED TO CULTURAL COMPETENCE AND EQUITY: Knowledge/awareness of own cultural identity and desire to learn about the cultural identity of others. Supports a positive school environment that celebrates, respects and values diversity, where learning is made relevant and meaningful to students of various cultures. Participates in activities and discussions that lead to increased cultural competence. Demonstrates a commitment to equitable outcomes for all students. Ability to recognize each person as a unique individual even as we celebrate their group cultural heritage. The ability and desire to establish positive relationships with persons regardless of race, gender, physical limitation, sexual orientation or religious belief, with an active commitment to equal opportunity for all persons. Notice of Nondiscrimination: Evergreen Public Schools does not discriminate in any programs or activities on the basis of sex, race, creed, religion, color, national origin, age, veteran or military status, sexual orientation, gender expression or identity, disability, or the use of a trained dog guide or service animal and provides equal access to the Boy Scouts and other designated youth groups. The following employees have been designated to handle questions and complaints of alleged discrimination: Title IX Coordinator Cale Piland Director of Student Services 13413 NE LeRoy Haagen Memorial Dr. P.O. Box 8910 Vancouver, WA 98668-8910 Telephone: (360) 604-4430 Section 504/ADA Coordinator Cate Winters Health Services Manager 13413 NE LeRoy Haagen Memorial Dr. P.O. Box 8910 Vancouver, WA 98668-8910 Telephone: (360) 604-6711 Civil Rights Compliance Coordinator Tracy Thompson Senior Director Human Resources 13413 NE LeRoy Haagen Memorial Dr. P.O. Box 8910 Vancouver, WA 98668-8910 Telephone: (360) 604-4014