Job Title:	Help Desk Technician	Wage/Hour Status:	Nonexempt
Reports To:	Director of Technology Operations	Pay Grade:
Dept./School:	Technology	Date Revised:	Aug 2007
Primary Purpose:
	Provide technical support to customers via phone or remote access on all district supported hardware, software applications and peripherals. Troubleshoot problems and determine source, and advise on appropriate action.
Qualifications:
	Education/Certification:
	High school diploma or GED, preferred
	A+ Certification
	Dell repair certification
	IBM repair certification
	Special Knowledge/Skills:
	Broad knowledge of computer hardware and software applications Ability to detect and resolve problems Familiar with a variety of the front offices concepts, practices, and procedures. Excellent organizational, communication, and interpersonal skill Knowledge of various operating systems (Windows)
	Experience:
	One years experience installing, maintaining and repairing computers and peripherals.
Major Responsibilities and Duties:
	1.   Respond to questions from callers and walk-ins; remotely assist administrators and staff with       technology problems in offices, classrooms and labs as needed.
	2.   Assign and re-assign work orders as needed.
	3.   Documents, tracks, and monitors the problem to ensure a timely resolution.
	4.   Identifies, researches, and resolves technical problems.
	5.   Update Hardware/Software Price Listing on ATN website.
	6.   Development procedures for Helpdesk operating/procedure manuals.
	7.   Document resolutions for future reference.
	8.   Assist with system and operations support relative to the maintenance and enhancement of pc support.
	9.   Assist with periodic user satisfaction surveys and track user problem trends; create reports based on       information provided from user surveys and trends.
	10. Become familiar with available help resources; stay updated on campus technology changes or       problems.
	Safety: 11. Operate tools and equipment according to prescribed safety procedures. 12. Follow established safety procedures and techniques to perform job duties, including lifting, climbing       and carrying. 13. Correct unsafe conditions in the work area and report any conditions that are not correctable to the       supervisor immediately.
	Other: Other duties assigned
Supervisory Responsibilities:
	None
Working Conditions:
	Mental Demands/Physical Demands/Environmental Factors:
	Some district wide travel; occasional prolonged and irregular hours.