Help Desk Operator, 2023-2024 - Saint Louis, United States - St. Louis Public Schools

St. Louis Public Schools Saint Louis, United States

3 weeks ago

Description

Position Title:
Help Desk Operator

Payroll/Personnel Type: 12 Month

Job #: 105

Reports to:
Help Desk Manager

Shift Length: 8 hours

Union Eligibility:
Not Eligible

Position Summary:

In this role, you will provide technical support and assistance to users experiencing issues with computer systems, software applications, hardware devices, and network connectivity.

The role involves responding to help desk tickets, phone calls, and emails from users seeking assistance and resolving technical problems in a timely and efficient manner.

The help desk operator will troubleshoot issues, diagnose problems, and escalate unresolved issues to appropriate IT personnel or support teams.

Additionally, the role involves documenting support activities, maintaining knowledge base articles, and providing training and guidance to users on basic IT procedures.

Responsibilities:

Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networking.
Respond to tickets, emails, and phone calls from users seeking help with IT problems and resolve issues promptly.
Troubleshoot technical problems and escalate unresolved issues to appropriate IT personnel or support teams.
Install, configure, and maintain computer systems, software applications, and peripheral devices.
Document and track all support activities, including resolutions, in a ticketing system or help desk software.
Educate users on basic IT procedures, such as password resets, software installations, and system updates.
Collaborate with other IT staff to identify and implement solutions for recurring problems and improve overall system performance.
Stay up to date with industry trends and advancements in technology to enhance technical knowledge and skills.

Qualifications:

Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience).
Proven experience working at a help desk or technical support role, preferably in a corporate or enterprise environment.
Strong understanding of computer systems, networks, operating systems, and software applications.
Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users.
Customer-focused mindset with a passion for providing high-quality customer service and support.
Problem-solving skills with the ability to diagnose and resolve technical issues independently or as part of a team.
Familiarity with help desk software, ticketing systems, remote desktop tools, Microsoft, and other IT support tools.
Certifications such as CompTIA A+, and Microsoft Certified Desktop Support may be advantageous.

Knowledge, Skills, and Abilities:

Technical proficiency in troubleshooting and resolving IT issues.
Strong interpersonal and customer service skills.
Analytical and problem-solving abilities.
Time management and organizational skills.
Adaptability and willingness to learn new technologies.
Attention to detail and accuracy in documenting support activities.
Collaboration and teamwork skills to work effectively with other IT staff and departments.
Patience and empathy when dealing with users experiencing technical difficulties.

Physical Requirements:

Must be able to exert up to 10 pounds of force occasionally, and/or a negligible amount of force constantly to lift, carry, push, and pull or otherwise move objects, including the human body.
Must be physically able to operate a variety of equipment including computers, copiers, etc.

Working Conditions and Environment:

Routine office environment with minimal physical risk.

SLPS believes in taking care of its employees.

We offer a fully-insured health care plan along with some amazing perks Here are some of the highlights of our benefits plan and perks, but you'll want to check out for all of the details.

Fully-paid health insurance for self

* $30,000 of tuition reimbursement (certificated staff)
* $40,000 group term life insurance

Eligibility for federal loan forgiveness programs
Pension plan
Robust wellness programs

Please note benefit and perk eligibility may vary by employee status, employment date, and job classification.

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