Help Desk Tier I Specialist

Job title: Help Desk Tier I Specialist

Reports to: Associate CTO

Position Summary

The Help Desk Tier I Specialist serves as the primary point of contact for technology support, providing responsive customer service and technical assistance to staff and students across multiple districts and technology platforms. This role diagnoses and resolves hardware, software, account, and access issues for Windows, Mac, Chromebook, and web-based systems through phone, email, chat, remote support, and in-person assistance. Responsibilities include managing service requests, provisioning devices and software, administering user accounts, maintaining asset and ticketing databases, and escalating complex issues to specialized teams when necessary. The position supports system reliability through troubleshooting, hardware repair, security awareness support, phishing response, and monitoring for recurring technical issues or broader system disruptions. Additionally, the role develops user documentation and self-service resources, collaborates on technology projects, and ensures efficient, secure, and customer-focused delivery of technology services.

Essential Functions/Responsibilities

1. Respond to technology support requests received through phone, email, chat, ticketing systems, remote support tools, and in-person interactions, providing timely and effective customer service.
2. Diagnose, troubleshoot, and resolve hardware, software, account, printing, connectivity, and technology-related issues or escalate requests to appropriate support teams as needed.
3. Provision, configure, deploy, and maintain devices, operating systems, software, printers, and related technology resources for staff and students.
4. Support user account management activities, including password resets, multi-factor authentication (MFA), permissions management, and access requests.
5. Manage and maintain asset records, service accounts, inventory information, and ticketing system data.
6. Create and manage Google Groups, listservs, and other communication or collaboration resources for supported organizations.
7. Perform hardware diagnostics, repairs, upgrades, and maintenance on computers, Chromebooks, tablets, cameras, and other technology equipment.
8. Assist with onboarding and technology setup for new staff members and provide end-user training and guidance.
9. Review, analyze, and communicate support requests, ticket trends, system alerts, and recurring issues to identify larger operational concerns and recommend improvements.
10. Respond to and evaluate phishing reports, suspicious activity, and cybersecurity-related concerns, escalating verified threats to appropriate cybersecurity personnel.
11. Develop and maintain user documentation, knowledge base articles, self-service resources, and technical procedures to improve customer support and issue resolution.
12. Collaborate with technology staff, vendors, school districts, and internal departments to support technology operations and projects.
13. Perform other functions as assigned.

These functions and responsibilities are judged to be "essential functions" in terms of the Americans with Disabilities Act (ADA). The above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all functions that may be performed by such a person.

Employment Qualifications

Education:

An associates degree is strongly preferred, and specialized or technical training is preferred.

Experience:

Requires one (1) to three (3) years of related experience. Experience working in a K–12 school or educational setting is preferred.

Supervisory Responsibilities:

None.

Certificates, Licenses, and/or Registrations:

Current CompTIA IT Fundamentals (ITF+), A+, Network+, and/or Security+ certification (or a comparable industry-recognized certification from other technology vendors) is preferred.

Required Knowledge, Skills, and Abilities:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

1. Strong verbal and written communication skills with the ability to explain technical information to users with varying levels of technology experience.
2. Knowledge of Windows, macOS, iPadOS, ChromeOS, Microsoft 365, Google Workspace, mobile devices, audio-visual technologies, and common educational technology systems.
3. Knowledge of help desk operations, customer service practices, device deployment, account management, and troubleshooting methodologies.
4. Basic understanding of networking, cybersecurity concepts, authentication systems, and data security best practices.
5. Skill in troubleshooting hardware, software, operating systems, peripherals, printing systems, and end-user technology issues.
6. Ability to analyze information from multiple systems, logs, tools, and sources to diagnose technical problems and determine appropriate solutions.
7. Ability to manage multiple priorities, rapidly shift between tasks, and maintain accurate documentation of customer interactions and solutions.
8. Experience with ticketing systems, asset management platforms, remote support tools, and endpoint management solutions.
9. Ability to learn new technologies, systems, processes, and support responsibilities in a rapidly changing technology environment.
10. Strong research, problem-solving, documentation, and organizational skills.
11. Ability to handle confidential, sensitive, and personally identifiable information appropriately and securely.
12. Ability to work independently and collaboratively while maintaining a high level of professionalism and customer service.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

1. Occasional lifting, carrying, and moving of materials, equipment, and supplies weighing up to 35 pounds with or without mechanical assistance.
2. Sufficient visual ability to read, review, and work with information presented on computer screens and in electronic and printed formats.
3. The physical requirements of this position vary based on specific job assignments. Employees must be able to perform the essential functions of the position, with or without reasonable accommodation.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The qualifications listed above are guidelines for selection purposes; alternative qualifications may be substituted if sufficient to perform the duties of the job. Job functions are to be performed in-person unless as otherwise approved by supervisor.

The noise level in the work environment is usually quiet. This is not a virtual position and some minimal travel is required.

Compensation:

• Pay: Hourly range of $22.95-$27.00 commensurate with experience and qualifications.
• Schedule: Full-time, full year of 261 working days.
• Benefits: Full benefits package, including health, dental, vision, disability, and life insurance. MPSERS provided retirement plan.
• View a detailed breakdown of our benefits. View our insurance costs.

ADA:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity:

Ottawa Area ISD is an Equal Opportunity Employer. Please visit oaisd.org for more information.