Help Desk Technician

TITLE: Help Desk Technician

LOCATION: North Central Office

The Kansas City, Kansas Public Schools (KCKPS) is a nationally recognized urban school district that serves approximately 22,000 students and 60+ different languages are spoken in the homes of our students. KCKPS is home to Sumner Academy, the highest rated High School in the Nation and High School in Kansas according to the US News rankings.

With Head Start/preschools, 28 elementary schools, 7 middle schools, and 5 college and career academies/high schools, we are the fifth largest district in the state of Kansas and our student population is approximately 51% Hispanic, 27% African American, 11% White, and 7% Asian. To serve our students, the district employs approximately 4,000 employees including more than 1,600 teachers.

JOB GOAL: The Help Desk Technician provides the first level of support for users of district technology. The main goal of the help desk is to assess the problem quickly and resolve the issue during the call, if possible, otherwise escalate it to a TIS Technician through the ticketing system.

ESSENTIAL FUNCTIONS:

• Answers phone calls and email from staff regarding issues with district technology, including computers, phones, network, Internet access, audio/visual, and administrative and instructional software.
• Generate call tickets by entering the caller's information into the ticketing system and assigning it to the appropriate staff member.
• Appropriately categorize and escalate high priority issues to technicians directly, as well as TIS managers and the assistant director or the director.
• Reset passwords, when necessary.
• Install or update district applications remotely, when needed.
• Assist with various district events, such as centralized enrollment, student laptop deployments, etc.
• Train staff on various systems, as assigned by the supervisor, assistant director or the director.
• Other duties as assigned by the supervisor, assistant director or the director.

QUALIFICATIONS:

• High School Diploma required (Associates of Arts or above desired).
• Proficient in the use of Microsoft Office 2010 or above, including Word, Excel, PowerPoint, and Outlook.
• Proficient with Google Workspace.
• Proficient in the use of multiple operating systems, including Windows 10 and Windows 11.
• Apple Mac OS X and iOS experience highly desired.
• Must be organized and detail oriented.
• Ability to multitask and problem solve.
• Ability to collaborate effectively with others.
• Ability to communicate effectively and professionally on the phone and in person.

COMMUNICATION / ORGANIZATION:

• Maintains communication with District Staff, as necessary.
• Utilizes existing technology effectively in the performance of duties.
• Performs other related work as required.

REASONING ABILITY:

• Ability to solve practical problems.
• Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• Flexibility is required to work with others; work with data utilizing defined but different processes; and operate equipment using a variety of standardized methods.

PHYSICAL DEMANDS:

• 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.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit, walk, stand, and talk or hear.
• The employee must occasionally lift and/or move equipment up to 50 pounds.
• The employee must occasionally push items of 50 pounds such as pushing on a bike or a wheelchair or moving/rearranging furniture.
• Specific vision abilities required by this job include close vision, distance vision, and depth perception.

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually loud and is a standard acceptable level for this environment.

OTHER SKILLS and ABILITIES:

• Specific Knowledge based competencies required to satisfactorily perform the functions of the job include computer operations (including peripheral equipment), and safety practices and procedures.
• Some problem solving may be required to identify issues and select action plans.

TERMS OF EMPLOYMENT: 261 Days.

SALARY: Classified Salary Schedule

FLSA STATUS: Exempt

REPORT TO: Assistant Director of Technology Information Systems

EVALUATION: Performance will be evaluated by the immediate supervisor in accordance with Board Policy.

The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. The individual holding this position performs additional duties and additional duties may be assigned.

Kansas City, Kansas Public Schools is an Equal Opportunity Employer. KCKPS is an equal opportunity employer and shall not discriminate in its employment practices and policies with respect to hiring, compensation, terms, conditions, or privileges of employment because of an individual's race, color, religion, sex/gender (to include orientation, identity or expression), age, disability, national origin, genetic information or any other basis prohibited by law.

For more information regarding Title IX please contact:

District Compliance Coordinator

2010 N. 59th Street

Kansas City, KS 66104

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