HELP DESK TECHNICIAN

Reports to Help Desk Manager and Technology Director

General Information:

• 225 days (plus paid holidays)
• 8-hour days
• 10-sick days per year
• Health plans (see Town Treasurer’s Office – 781-751-9170)

Strong organizational skills. Detail and team oriented. Technical ability including hardware and software installations. Ability to identify, research, and resolve technical issues. Ability to balance and prioritize concurrent tasks. Ability to communicate and interact effectively with a large cross section of users and technology team. Growth mindset toward improvement.

Specific duties include but are not limited to:

• Provide technology assistance to staff in a timely fashion with emphasis on supporting the classroom to advance student learning.
• Ownership of issues with follow up to be sure issues are resolved.
• Use the Help Desk Ticket System in a complete and timely way.
• Communicate effectively including timely and effective use of email.
• Install hardware, including setting up computers, mobile labs, projector and other technology as needed
• Troubleshoot, install, reinstall and update software. Reimage machines as needed.
• Troubleshoot and correct network connections problems.
• Troubleshoot and correct printing problems.
• Assist Technician with hardware issues.
• Support and work collaboratively with the technology team.
• Identify, research, prioritize and resolve technical problems as they arise.
• Research and investigate software issues.
• Perform preventative maintenance on a routine basis.
• Assist with installing and troubleshooting other peripherals (e.g. monitors, scanners, interactive projectors, document cameras).
• Assist with network login and email login issues.
• Move computers, monitors, and other peripherals as necessary.
• Maintains accurate inventory for buildings assigned.
• Assist technology team in deployment, enrollment, and collecting of student devices.
• Assist students and library staff with technical issues on student devices.
• Repair and troubleshoot student devices when necessary.
• Research & coordinate new software for presentations to the technology team.
• Have familiarity with Google software products especially Google Workspace for Education.

Additional Expectations:

• Team player.
• Good listening skills.
• Willing to learn and develop new skills.
• Carries and answers cell phone for phone support.
• Communicate with the main office staff of the building to let them know you are on premise.
• Wears appropriate identification.
• Has own transportation.
• Carries out other duties as assigned.

• Provide technology assistance to staff in a timely fashion with emphasis on supporting the classroom to advance student learning.
• Ownership of issues with follow up to be sure issues are resolved.
• Use the Help Desk Ticket System in a complete and timely way.
• Communicate effectively including timely and effective use of email.
• Install hardware, including setting up computers, mobile labs, projector and other technology as needed
• Troubleshoot, install, reinstall and update software. Reimage machines as needed.
• Troubleshoot and correct network connections problems.
• Troubleshoot and correct printing problems.
• Assist Technician with hardware issues.
• Support and work collaboratively with the technology team.
• Identify, research, prioritize and resolve technical problems as they arise.
• Research and investigate software issues.
• Perform preventative maintenance on a routine basis.
• Assist with installing and troubleshooting other peripherals (e.g. monitors, scanners, interactive projectors, document cameras).
• Assist with network login and email login issues.
• Move computers, monitors, and other peripherals as necessary.
• Maintains accurate inventory for buildings assigned.
• Assist technology team in deployment, enrollment, and collecting of student devices.
• Assist students and library staff with technical issues on student devices.
• Repair and troubleshoot student devices when necessary.
• Research & coordinate new software for presentations to the technology team.
• Have familiarity with Google software products especially Google Workspace for Education