IT - Service Desk Technician
- IT - Service Desk Technician JobID: 50177
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IT-Service Desk Technician
FTE: 1.0 FTE - 12 month/261 day work year
Salary Range: 1 ($51,601 - $77,401)
BOULDER VALLEY SCHOOL DISTRICT is committed to create challenging, meaningful, and engaging learning opportunities so that all children thrive and are prepared for successful, civically engaged lives. Our comprehensive and innovative approach to education ensures that each student meets expectations relative to intellectual growth, physical development and social emotional well-being. The district covers approximately 500 square miles and serves the communities of Boulder, Erie, Louisville, Lafayette, Superior, Broomfield, Nederland, Ward, Jamestown and Gold Hill. Website: BVSD.
Provides remote technical support of district technology and software via telephone and online chat, and digitally submitted tickets as well as onsite technical support for users coming directly to IT. This position also assists other district departments in support of technology initiatives and provides limited training to end users of district core software.
-Answer all calls and chats directed to the Service Desk, minimize voicemail, and maximize First Call Resolution (FCR)
-Provide remote desktop support of networked computers, instructional devices, printer and printer software and applications with remote control software (Microsoft SCCM)
-Provide software support for applications and operating systems including Infinite Campus, Google Apps for Education, Microsoft Office Suite, web browsers, Windows OS, Mac OS, and Chrome OS
-Provide support for password resets for BVSD login/email, Infinite Campus, and phones.
-Perform phone and voicemail adds/moves/changes with phone system software.
-Monitor and assist with problem resolution of networking and connectivity issues
-Enter, update, and resolve service requests using service management software within the Service Level Agreement (SLA) timeframes
-Proactively communicate with other departments in IT regarding service requests and other technology requests
-Write, maintain, and update KnowledgeBase documentation
-Collaborate with designated teams regarding the planning and deployment of new technologies
-Proactively explore and communicate technology updates (i.e., applications and tools) with other IT departments for consideration for use in the classroom
-Demonstrate knowledge of educational software programs and show initiative in self-training on a variety of new software and web 2.0 tools
-Attend selective IT trainings and meetings as well as after school workshops as requested
-Establish and maintain effective work relationships within the district and the community
-Maintain professional competence, knowledge, and skill necessary for the satisfactory performance of all assigned responsibilities
-Perform other duties as assigned
-A minimum of two years experience in troubleshooting and problem resolution of Windows, Apple, and Chrome hardware, software, operating systems, and networking.
-A valid Colorado driver's license and reliable transportation
-Communicate (read, write, and speak) in English, must pass English component of interview process
-Completed and submitted BVSD online application
-ITIL Foundation Certification; must acquire after 3 months
-Infinite Campus/Fundamentals of Campus; must acquire after 6 months
-Google Apps Administration Fundamentals; must acquire after 6 months
-HDI Support Center Analyst; must acquire after 6 months
-Competent in Windows, Macintosh and Chrome operating systems; required at entry
-Computer hardware and troubleshooting; required at entry
-Audiovisual troubleshooting; required at entry
-Microsoft, Apple and Google software; required at entry
-Bilingual Spanish/English preferred
-Be versed in technical concepts and procedures
-Possess knowledge of Google Apps and Services
-Demonstrate a desire to support classroom teachers and students in their use of technology
-Possess knowledge of computers on a variety of operating systems: Windows, Macintosh, iOS, Chrome, and Android
-Possess knowledge of computer hardware, software, and peripherals such as central processing units, servers, monitors, cables, and network systems
-Possess knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing hardware, peripherals, and software, including cloud software
-Possess knowledge of networking and data communications fundamentals
-Have excellent oral and written communication skills
-Demonstrate excellent customer service skills
-Be highly self-motivated and directed
-Be flexible in work procedures and processes from assignment to assignment
-Perform a variety of complicated tasks, relying on experience and judgment to plan and accomplish goals, with limited supervision
-Demonstrate skill in organizing work, setting priorities, and time management
-Demonstrate skill in instructing users on new or upgraded computer applications and hardware
-Salary Placement varies according to experience and education.
Application and Selection Procedure:
-Apply on-line at http://bvsd.org (in-district transfers, be sure to include your BVSD employee number).
-If you do not have internet access, a computer is available in the Human Resources Division, Education Center, 6500 E. Arapahoe, Boulder, Colorado.
-Applications are reviewed to match candidates with position qualifications, with a limited number selected for interviews. For the final selection, employment is contingent upon successful completion of the post-offer screening process, including a background check and possible medical examination.
The Boulder Valley School District is an equal opportunity educational institution and does not unlawfully discriminate on the basis of race, color, ethnicity, sex, gender identity/expression, national origin, creed, religion, age, sexual orientation, disability or veteran status in admission or access to, and treatment and employment in its educational programs or activities. Inquiries or complaints: BVSD Legal Counsel - 720-561-5903; Office for Civil Rights - http://www2.ed.gov/about/