(Using a computer is suggested to complete application. Phones are not always compatible.)
POSITION PROPERTIES
PURPOSE
The Help Desk Support role provides first-level technology assistance to teachers, staff, and students across the school district. This position responds to support requests related to classroom technology, student devices, educational software, and network access. Responsibilities include troubleshooting issues, guiding users through solutions, documenting support cases, and escalating complex problems when needed. The role emphasizes clear communication, patience, and a strong customer-service approach to help ensure a smooth, reliable technology experience that supports teaching and learning.
ESSENTIAL RESPONSIBILITIES AND DUTIES
Duties include, but are not limited to the following:
- Provide responsive, high-quality technical support to students, teachers, and staff with varying levels of technical experience through phone, email, and in-person assistance.
- Collaborate effectively with the Technology Services Department and the Applications Team to support districtwide technology needs.
- Learn and maintain knowledge of district-supported hardware, software, classroom technology, and student devices.
- Provide support for the district’s multifactor authentication (MFA) systems, including assisting users with setup, troubleshooting, and access issues.
- Document, track, and monitor support requests to ensure timely and complete resolution.
- Follow established help desk procedures, workflows, and service standards.
- Maintain familiarity with available help resources, district technology policies, and IT services.
- Escalate complex or specialized issues to appropriate Technology Services staff when necessary.
- Assist in creating and updating documentation, guides, and support materials for end users.
- Serve as a limited backup to the Board Room Technician, assisting with audiovisual technology, meeting setup, and live support for meetings as needed.
Perform other duties as necessary to support the mission and vision of Columbia Public School District.
DISTRICT EXPECTATIONS
All employees of the District are expected to adhere to the policies and regulations of the Board of Education, maintain appropriate certification and competencies necessary for the position, and demonstrate the values of the district at all times. For information on polices, regulations and values, visit http://www.cpsk12.org.
REPORTING RELATIONSHIPS
Reports To: Director of IITS, and Applications Coordinator
Supervises: None
QUALIFICATIONS
Minimum: High school diploma or equivalent.
- Basic understanding of computer systems, mobile devices, and common software applications.
- Strong customer service and communication skills.
- Ability to follow documented procedures and accurately record support interactions.
- Ability to troubleshoot routine technical issues with guidance.
- Willingness to learn district-supported technologies, including classroom equipment and software.
- Ability to work collaboratively within a team environment.
Preferred: Associate degree, technical certificate, or coursework in Information Technology, Computer Science, or a related field.
- One year of experience in a help desk, technical support, or customer service role.
- Familiarity with K–12 educational technology, including classroom devices, applications, and student information systems.
- Basic knowledge of networking concepts, account management, and device management platforms.
- Experience using a ticketing or work-order management system.
- Understanding of multifactor authentication (MFA) tools and basic troubleshooting steps.
- Experience supporting Google for Educations, Microsoft 365, and common instructional software.
- Ability to create clear and user-friendly documentation or guides.
Ideal Candidate:Two or more years of technical support experience, preferably in a K–12 or educational environment.
- Advanced troubleshooting skills for hardware, software, network, and AV technologies.
- Experience with classroom A/V systems and the ability to support live events—especially in a backup Board Room Technician capacity.
- Strong understanding of identity management, MFA systems, and districtwide account administration.
- Familiarity with device management tools (e.g., MDM, Chromebook Admin Console, endpoint management platforms).
- Demonstrated ability to manage multiple priorities in a fast-paced, school-based support environment.
- Proven ability to communicate complex technical concepts clearly to non-technical users, including Teachers and students.
- Experience creating training materials or leading basic technology training sessions for staff.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
ADA REQUIREMENTS
Language: Present information including formal presentations. Respond to questions, concerns, and complaints and respond appropriately. Read, analyze, and interpret complex documents. Write business correspondence, including staff memoranda and articles. Keep information confidential as required by law, policy, or the nature of a particular situation. These are essential functions of the job.
Computation: Apply concepts such as fractions, percentages, ratios and proportions to practical situations. Work with mathematical concepts, such as probability and statistical inference, and analyze data. These are essential functions of the job.
Reasoning: Define problems, collect data, establish facts, and draw valid conclusions. Interpret instructions furnished in written, oral, diagram or schedule form. Interpret instructions presented in written, oral, diagram or schedule form. Demonstrate executive functions such as planning, organizing, remembering, and regulating information and behavior as they pertain to student performance and achievement. These are essential functions of the job.
Technology: Demonstrate strong computer skills including word processing and working with spreadsheets and databases; understand and submit online reports; Learn new systems and software. These are essential functions of the job.
Other Skills: Demonstrate excellent listening, interpersonal, and non-verbal communication skills. Demonstrate excellent written and oral communication skills. Manage multiple tasks simultaneously. Maintain collegial working relationships with staff. Maintain a positive relationship with members of the community. Effectively manage conflict. These are essential functions of the job.
Physical Demands: While performing the duties of this position, an employee is regularly required to move about, talk, and hear; Close vision ability to look at a computer screen for long periods of time is required. Travel between district facilities. Moderate amount of travel, both in and out of state. These are essential functions of the job.
Attendance: Consistent and regular attendance is an essential function of this position. Expected to attend Board meetings and other District events throughout the community. These are essential functions of the job.
Conditions and Environment: The work environment is consistent with a typical office environment; at times, many staff members may be present and speaking simultaneously. Frequently required to work irregular or extended hours, including evenings and weekends. These are essential functions of the job.
Prospective and current employees with disabilities are encouraged to contact human resources to discuss reasonable accommodations to perform the essential job functions.
Equal Opportunity Employer
