• Job Description

  Req#: 5127514

  Full-Time and Permanent; Non-Exempt; 7.5 Hours/Day; 252 Days/Year; 12 Months/Year; Grade FF

  General Responsibilities

  Duties include being the first point of contact for persons contacting the Helpdesk in the entire district . Provide basic level 1/ 1.5 support taking customer calls, live chats, and emails to the end-user community on hardware. Helpdesk technicians maintain call logs, resolve basic computing and applications issues, escalate problems to appropriate second-level support groups, and will be responsible for assisting with reporting and process improvement initiatives. Walks the user through a series of steps to determine the problem and classify the level, priority , and nature of the problem. Opens, tracks, and closes trouble tickets using issue-tracking software. Ensures problem ownership and promotes end-user satisfaction. This position will require the individual to be on-site 5 days a week.

  Minimum Qualifications, Education and Experience

  High school diploma or equivalent; an associate degree in information technology or related field is a plus. Relevant certifications or experience for IT Fundamentals (ex. CompTIA ITF+ or A+). Considerable experience in Helpdesk, customer support, or related field. A customer-oriented mindset with a strong commitment to providing exceptional customer service. 1+ years' experience in an enterprise organization supporting end users in Desktop Support and enterprise applications . Excellent phone skills: focused on quality customer service, sets priorities; meets deadlines; able to multitask . Ability to communicate effectively, both orally and in writing. Demonstrated knowledge of using ITSM application (preferred S olardWindsServiceDesk ) Demonstrated/strong knowledge of software: Windows 10/11; Active Directory; RSA Authentication Manager, Cisco AnyConnect, JAMF , ZEN , VMware; multifunctional printers; Internet Software (i.e., Edge; Firefox; Google Chrome) operating systems (Windows, macOS), and software applications (Microsoft Office 365 products ) .

  Essential Job Functions

  • • Provide Basic level telephone support to the end-user community.
    • Ability to quickly learn new technology and applications and retain (absorb) to resolve issues independently
    • The ideal candidate must be able to work in a fast-paced environment to help consistently provide high-quality service and technical support to end users.
    • Excellent analytical skills for efficient problem diagnosis and resolution (creative thinker).
    • Strong accountability, both individually to your work as well as to the team .
    • Ability to work independently and collaborate effectively in a team environment.
    • Inquisitive nature, eager to learn new concepts and technologies.
    • Eagerness to help customers and team members with a positive attitude.
    • Deliver prompt and high-quality customer service.
    • Excellent verbal, written, and interpersonal skills.
    • Ability to multi-task in a fast-paced, constantly changing environment.
    • Must be a team player and able to work collaboratively with and through others.
    • Effective listening skills and proper phone etiquette.
    • Provides technical support, consultation, and troubleshooting for all district users including teachers, staff, students, and other district staff on the implementation of technology.
    • Log, prioritize, and track user-reported issues in the helpdesk ticketing system. Opens, tracks, and closes trouble tickets using Helpdesk SolarWinds Service Desk software.
    • Excellent organizational skills and ability to coordinate efforts with various functional areas within the district.
    • Provide tier-one technical support to end-users via phone, email, chat, or in-person, addressing hardware, software, and network-related issues promptly and professionally.
    • Troubleshoot and resolve technical problems reported by end-users, including diagnosing and resolving hardware and software issues, performing system backups, and ensuring data integrity.
    • Create and update user accounts, passwords, and permissions in accordance with established procedures.
    • Collaborate with senior IT staff to escalate and resolve complex technical issues, ensuring timely and effective problem resolution.
    • Troubleshoots complex problems requiring specialized expertise.
    • Ability to read and comprehend technical manuals and solve complex problems promptly.
    • Ability to work independently and without constant direct supervision.
    • Ability to properly develop and maintain accurate documentation.
    • Ability to make presentations or explain technical concepts to non-technical professionals.
    • Troubleshoot, identify and resolve problems associated with application software and user/mail accounts as needed by district staff.
    • Requires timely and regular adherence to established work schedule and a good attitude for reliable function of this position.
    • Operating Hours : The Helpdesk operates from 7 AM to 5 PM on regular business days (Monday to Friday excluding company holidays)
    • On-call Support : Helpdesk technicians may be required to participate in an on-call rotation for after-hours and weekend support, based on organizational needs.
    • Flexibility : Flexibility in working hours may be required during peak times, special projects, holidays/seasonal periods, or to accommodate organizational events or emergencies.
    • UNUSUAL DEMANDS : Work is conducted in an office environment, necessitating adjustments in the work schedule to accommodate workload, projects, and co-worker leave, and manage inflexible deadlines, along with ongoing stress to ensure timely, accurate, and fully satisfactory completion of workload requirements.
    • Performs any other related duties as assigned by the District Technical Support Supervisor (DTSS) and/or other appropriate administrators;

• About the company

  The Norfolk Public Schools, also known as Norfolk City Public Schools, are the school division responsible for public education in the United States city of Norfolk, Virginia.

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