Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Position Title: Help Desk Technician
Department: Information Services
Location: Secondary Schools
Classification: Classified
Reports To: IT Helpdesk Supervisor
SUMMARY:
Responsible for the repair, imaging, and processing of District devices. Provide support for all Helpdesk staff, and general tech support to staff, students and parents.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
and maintaining inventory software
publications
SUPERVISORY RESPONSIBILITIES: None
QUALIFICATION REQUIREMENTS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
KNOWLEDGE, SKILLS & ABILITIES:
COMMUNICATION SKILLS:
Ability to provide general district information and respond to questions from administrators, managers, employees, customers, and/or the general public in a professional and pleasant manner.
PROBLEM SOLVING SKILLS:
Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.
PRODUCTIVITY/EFFICIENCY SKILLS:
Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary; organize job functions and work area to be able to effectively complete varied assignments within established time frame.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral and diagram form.
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 continuously required to sit, walk, stand, and reach with hands and arms; occasionally lift and carry up to 50 pounds. Specific vision abilities required by this job includes close vision; very good depth perception; and the ability to communicate through speech.
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 individual’s disabilities to perform the essential functions.
While performing the duties of this job, the employee regularly works inside and meets deadlines with severe time constraints in a fast-paced environment on a daily, weekly and monthly basis.
TERMS OF EMPLOYMENT: 248 work calendar days
I hereby understand and acknowledge that any employment relationship with the District is of an “at-will” nature, which means that the Employee may resign at any time and the Employer may discharge the Employee at any time with or without cause. It is further understood that the nature of this “at-will” employment relationship may not be changed by an act unless such change is specifically acknowledged in writing by the Board of Trustees. 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. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.
Clear All
0 Help Desk Manager jobs found in Meridian, ID area