Hawthorn District 73
Temp. Technology Support Specialist (Tier 1)
Hawthorn District 73, Vernon Hills, Illinois, United States, 60061
Position Type:Technology/Tech Support Specialist
Date Posted:3/12/2024
Location:District
Date Available:ASAP
Closing Date:Until filledJOB OVERVIEW:The Technology Support Helpdesk Associate (Tier 1) provides technology support for end usersthrough troubleshooting and problem-solving. This position serves as the first point of contact fortechnical support issues and is responsible for creating and managing support request tickets.Primary responsibilities include on-site support, remote support, and answering help desk phonecalls.
PERFORMANCE RESPONSIBILITIES:1. Provide on-site, phone, and remote support to Hawthorn 73 technology student and staff users("customers") as required.2. Create, monitor, track, schedule, update, and close district work orders within the helpdeskticketing system in a timely manner.3. Effectively hand off issues to higher level technical support personnel or appropriateindividuals in other departments, as needed.4. Follow through to ensure problems are resolved and customers are updated.5. Develop in-depth product knowledge to resolve customer questions and issues and contributeto the department's knowledge base.6. Assist with password resets for network and email accounts.7. Provide basic technical support.8. Assist with basic device network connectivity.9. Provide application software support.10. Maintain the knowledge and skills necessary to assist in the maintenance of records andinventory.11. Assist with device deployment.12. Troubleshoot and repair various hardware.13. Setup, troubleshoot and repair audio/visual devices and support live stream events.14. Achieve a high level of competency in the district's asset management system and at aminimum, one other major system as determined by the supervisor.15. Setup new users within the district print management system.16. Ensure the setup of new student users is communicated to staff including hardware peripheraldistribution in a timely manner.17. Perform new user creation, moves or changes within Google Admin console.18. Coordinate with building staff to ensure the reclamation of devices from staff and studentswhen they leave the district.19. Performs other tasks and responsibilities assigned by the Technology Support Supervisor.This job description is intended to describe the general nature and level of the work beingperformed by employees assigned to this position and is not an exhaustive list of all duties andresponsibilities. The District reserves the right to amend and change responsibilities to meetbusiness and organizational needs as necessary.
QUALIFICATIONS:1. Possess excellent communication, interpersonal, organizational, and presentation skills, bothwritten and verbal, with a strong customer-service attitude.2. Ability to establish and maintain effective working relationships with staff, students, and thepublic.3. Ability to collaborate efficiently in a team environment.4. Ability to work with people and communicate clearly on technical issues.5. Demonstrate strong analytical, organizational, and problem solving skills.6. Demonstrate proficient use of the English language in written and oral forms.7. Ability to work independently and perform tasks without direct supervision.8. Ability to organize and prioritize multiple tasks, maintain records, and to work withinterruptions.9. Possess a technical aptitude and demonstrate troubleshooting and problem solving skills.10. Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, andemails.11. Demonstrate experience with computer and mobile device operating systems and applicationinstallations.12. Possess an understanding of basic networking concepts.13. Apple and Google (or other relevant) certifications preferred.14. Knowledge of Jamf School MDM and Google Admin Console preferred.15. Working knowledge of Microsoft Office Suite/Google Suite (specifically spreadsheets).
PHYSICAL CONTEXT OF THE JOB:This position requires the ability to lift and move computer equipment up to 40 pounds.Climbing, lifting, bending, and reaching are routine activities of the position. Driving betweendistrict buildings is required. Use of hand tools is required. The position could includeprolonged periods of sitting, walking, and/or standing.
TERMS OF EMPLOYMENT:
This is a temporary position. End date: September 1st, 2024.
COMPENSATION:
$15/hour
Date Posted:3/12/2024
Location:District
Date Available:ASAP
Closing Date:Until filledJOB OVERVIEW:The Technology Support Helpdesk Associate (Tier 1) provides technology support for end usersthrough troubleshooting and problem-solving. This position serves as the first point of contact fortechnical support issues and is responsible for creating and managing support request tickets.Primary responsibilities include on-site support, remote support, and answering help desk phonecalls.
PERFORMANCE RESPONSIBILITIES:1. Provide on-site, phone, and remote support to Hawthorn 73 technology student and staff users("customers") as required.2. Create, monitor, track, schedule, update, and close district work orders within the helpdeskticketing system in a timely manner.3. Effectively hand off issues to higher level technical support personnel or appropriateindividuals in other departments, as needed.4. Follow through to ensure problems are resolved and customers are updated.5. Develop in-depth product knowledge to resolve customer questions and issues and contributeto the department's knowledge base.6. Assist with password resets for network and email accounts.7. Provide basic technical support.8. Assist with basic device network connectivity.9. Provide application software support.10. Maintain the knowledge and skills necessary to assist in the maintenance of records andinventory.11. Assist with device deployment.12. Troubleshoot and repair various hardware.13. Setup, troubleshoot and repair audio/visual devices and support live stream events.14. Achieve a high level of competency in the district's asset management system and at aminimum, one other major system as determined by the supervisor.15. Setup new users within the district print management system.16. Ensure the setup of new student users is communicated to staff including hardware peripheraldistribution in a timely manner.17. Perform new user creation, moves or changes within Google Admin console.18. Coordinate with building staff to ensure the reclamation of devices from staff and studentswhen they leave the district.19. Performs other tasks and responsibilities assigned by the Technology Support Supervisor.This job description is intended to describe the general nature and level of the work beingperformed by employees assigned to this position and is not an exhaustive list of all duties andresponsibilities. The District reserves the right to amend and change responsibilities to meetbusiness and organizational needs as necessary.
QUALIFICATIONS:1. Possess excellent communication, interpersonal, organizational, and presentation skills, bothwritten and verbal, with a strong customer-service attitude.2. Ability to establish and maintain effective working relationships with staff, students, and thepublic.3. Ability to collaborate efficiently in a team environment.4. Ability to work with people and communicate clearly on technical issues.5. Demonstrate strong analytical, organizational, and problem solving skills.6. Demonstrate proficient use of the English language in written and oral forms.7. Ability to work independently and perform tasks without direct supervision.8. Ability to organize and prioritize multiple tasks, maintain records, and to work withinterruptions.9. Possess a technical aptitude and demonstrate troubleshooting and problem solving skills.10. Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, andemails.11. Demonstrate experience with computer and mobile device operating systems and applicationinstallations.12. Possess an understanding of basic networking concepts.13. Apple and Google (or other relevant) certifications preferred.14. Knowledge of Jamf School MDM and Google Admin Console preferred.15. Working knowledge of Microsoft Office Suite/Google Suite (specifically spreadsheets).
PHYSICAL CONTEXT OF THE JOB:This position requires the ability to lift and move computer equipment up to 40 pounds.Climbing, lifting, bending, and reaching are routine activities of the position. Driving betweendistrict buildings is required. Use of hand tools is required. The position could includeprolonged periods of sitting, walking, and/or standing.
TERMS OF EMPLOYMENT:
This is a temporary position. End date: September 1st, 2024.
COMPENSATION:
$15/hour