Help Desk- Computer Technician

DISTRICT OVERVIEW

Holyoke Public Schools is a PreK-12 public school district serving nearly 4800 students of whom 80 percent are Latino/Latina in 11 schools. We employ nearly 1300 people who together educate and support a richly diverse community of learners. We are committed to recruiting and retaining top-quality educators who believe all children can and will learn and who strive daily to make school a joyful place of discovery support and belonging.

Holyoke Public Schools strategic plan Moving Forward Together builds on the strengths of our past while serving as a call to action to accelerate student learning by thinking differently about how we teach how we work together and how we support students well-being.

Many successes contributed to Holyokes return to local governance after 10 years in state receivership. These include:

• The highest graduation rate on record of 77.1 percent an increase of more than 15-points over 10 years
• Meaningful applied learning opportunities for high school students including theme-based academies career vocational technical education programming work-based learning and advanced coursework
• A comprehensive approach to early literacy that includes strong core instruction and one-on-one tutoring contributing to more students reading at grade level
• A thriving dual language English/Spanish program where nearly 900 students are on their path to becoming bilingual biliterate and bicultural

• More than one-third of Holyoke teachers identify as people of color a 19-point increase over 10 years. Many partnership programs support staff to earn licensure or additional certification.

Please visit the Holyoke Public Schools website to learn more about us our recent accomplishments and our commitment to equity.

-

PERSPECTIVA GENERAL DEL DISTRITO

Las Escuelas Públicas de Holyoke son un distrito escolar público que cuenta con 11 escuelas de prekínder a 12. grado y acoge a casi 4 800 estudiantes de los cuales el 80 % se identifica como latino o latina. Empleamos a casi 1 300 personas que en conjunto educan y apoyan a una comunidad de estudiantes altamente diversa. Estamos comprometidos a contratar y retener educadores de alta calidad que creen firmemente que todos los niños pueden aprender y aprenderán y que se esfuerzan diariamente por hacer de la escuela un lugar alegre de descubrimiento apoyo y pertenencia.

El plan estratégico de las Escuelas Públicas de Holyoke Avanzando Juntos se basa en nuestras fortalezas previas y al mismo tiempo sirve como un llamado a la acción para acelerar el aprendizaje estudiantil a través de una nueva perspectiva sobre cómo enseñamos cómo trabajamos en colaboración y cómo apoyamos el bienestar de los estudiantes.

Existen numerosos logros que permitieron a Holyoke recuperar el control local después de 10 años de administración judicial. Entre estos logros se encuentran:

• La tasa de graduación más alta registrada del 77.1 % lo que representa un aumento de más de 15 puntos porcentuales en 10 años
• Oportunidades significativas de aprendizaje práctico para estudiantes de secundaria que incluyen academias temáticas programas de educación técnica y vocacional aprendizaje basado en el trabajo y cursos avanzados
• Un enfoque integral de la alfabetización temprana que combina una sólida instrucción básica con tutorías individuales lo cual ha contribuido a que más estudiantes lean a nivel de grado
• Un próspero programa bilingüe de inglés/español en el que casi 900 estudiantes avanzan hacia el bilingüismo la biliteracidad y la biculturalidad.

• Más de un tercio de los maestros de Holyoke se identifican como personas de etnicidad diversa lo que representa un aumento de 19 puntos porcentuales en 10 años. Diversas colaboraciones con programas que han contribuido a que miembros del personal obtengan sus certificaciones o credenciales adicionales.

Visite el sitio web de las Escuelas Públicas de Holyoke para obtener más información sobre nuestra comunidad nuestros logros recientes y nuestro compromiso con la equidad.

Function:
Provide technical software hardware and network problem resolution to all district computer users by performing question/problem diagnosis. Clearly communicate technical solutions in a user-friendly professional manner. Provide one-on-one end-user training as needed. Assist Network Technicians. Troubleshoot network printer problems. Pass more complex end-user problems on to Network Technicians. Conduct hardware and software inventory database maintenance and reporting. Perform related work as required.

Responsabilities:
The Help Desk Technician fields all Help Desk calls from the district user base and creates the initial record of the request; resolves all Level One end-user problems over the phone; passes all Level Two requests on to a Network technician; and contacts manufactures for warranty service repair.

Job Duties:

1. Identifies diagnoses and resolves Level One problems for users of district student management system personal computer software and hardware District network the Internet and new computer technology in a call center environment; communicates solutions to end users.
2. Assist in managing and maintaining daily up-keep and administration of the districts software performing activities such as:

• Add delete and support devices and end users
• Manage print application.
• Daily backups and assist in recovery tasks are performed as necessary for networked applications.
• Introduce new users to network application procedures and policies.

3. Assist in helping to enforce the districts acceptable use policies in regards to computers peripherals Internet and applications.
4. Provides one-on-one end-user problem resolution over the phone for district approved personal computer (PC) software.
5. Delivers tags set up and assist in the configuration of end-user PC desktop hardware software and peripherals.
6. Other duties as assigned.

Qualifications:
1. Any combination of education and experience that would likely provide the required knowledge and abilities.
2. Very strong knowledge of Windows XP/7 specialized educational software and student management systems.
3. Strong training and communication skills.

Reports To: System Engineer

Required Experience:

IC