<p>Please complete this application using your full legal name as it appears on your government issued forms of identification when you have time to go from start to finish. Application details cannot be saved along the way, and you must complete and submit the application in one sitting. If you leave your computer and return later, you may time out.</p> <p>REMINDER: Current DCSD employees must apply through their district log-on, this application is for external candidates only!</p> <p>Job Posting Title:</p> <p>IT - Helo Desk - Trainer II</p> <p>Job Description:</p> <p>Provides advanced training and support for school/administrative technical support staff. Creates, prepares, conducts and schedules training sessions. Provides prompt and courteous technical support and assistance to all levels of district technology consumers (staff, students and parents). Support is provided via numerous channels, including web-based ticketing, phone, online/chat, email, and walk-up/face-to-face. Support interactions may also involve identifying trending issues, data gathering for escalations to support peers, documentation for knowledge base and error tracking systems, website and social media content authoring and maintenance Develops and promotes good community relations among various district and community clientele.</p> <p>EXPERIENCE REQUIREMENTS:</p> <p>Two (2) to three (3)years of experience in an IT support center preferred, but not required.</p> <p>Apple, Dell and Cisco certifications are preferred but not required</p> <p>ESSENTIAL PHYSICAL REQUIREMENTS:</p> <ul> <li>Occasional lifting five (5) to ten (10) pounds </li><li>Frequent sitting </li><li>Occasional bending, squatting, or standing </li></ul> <p>ESSENTIAL ENVIRONMENTAL DEMANDS:</p> <p>Mostly clean and comfortable</p> <p>Position Specific Information (if Applicable):</p> <p>Responsibilities:</p> <p>Provide Business Services software applications assistance to District employees, including customized forms set-ups in PDF, Excel, and Word</p> <p>Update and maintain District Policies/Procedures Manual on Business Services software usage. Develop PowerPoint presentations for training</p> <p>Assist in the new hire orientation program from an IT perspective</p> <p>Provide ongoing, one-on-one, and group training on the usage of District supported applications to stakeholders</p> <p>Provide excellent customer service in responding to inquiries via phone, email, web ticketing system and/or direct site visits</p> <p>Develop and communicate procedures related to changes in Business Services policy throughout the fiscal year</p> <p>Provide leadership and technical expertise to school personnel in the planning, implementation, and selection of technology equipment and software.</p> <p>Provide Level II support for all district Applications (including [but not limited to] Google Apps for Education, web browsers, identity management systems, Microsoft Active Directory, student information systems (primarily Infinite Campus), SaaS, content management systems, computer hardware (Windows, Mac, Chrome OS, iOS), peripherals (printers, A/V, interactive displays), device management, network and telecom troubleshooting. Ability to autonomously research issues efficiently and accurately are key.</p> <p>Monitor, resolve, escalate, and close work request tickets, including assisting Level I Technicians as needed, i.e., backfill vacation and sick leave, large update and deployment-type projects.</p> <p>Create, deliver, assess, and participate in ongoing training for site technical support staff required to maintain skill sets necessary to deliver effective and timely support.</p> <p>Provide relevant service and support feedback to appropriate technical leads.</p> <p>Assist with software and hardware testing processes, delivering timely and accurate feedback to project managers, and authoring necessary documentation, error logs, and troubleshooting procedures for newly deployed technologies.</p> <p>Provide Application systems support, including research, needs analysis, design, testing, quality control, deployment, training, administration and technical support.</p> <p>Assist in the onboarding process for new technical support staff and facilitate cross training opportunities.</p> <p>Assist in the process of school based, student led technical support and intern opportunities.</p> <p>Perform other related duties as assigned or requested.</p> <p>In response to the Internal Auditor results, reinforce district policies /procedures and provide additional training where necessary</p> <p>Work Experience:</p> <p>Certifications:</p> <p>Apple Certification - Apple Computers, Cisco Certification - Cisco Systems, Dell Certification - Dell Computers</p> <p>Education:</p> <p>High School or Equivalent (Required)</p> <p>Skills:</p> <p>Computer Skills (Troubleshooting and Managing Applications), Problem solving, organizational, and analytical skills, Strong computer skills with MS Word, Excel, PowerPoint, and Workday, Verbal and written communication skills in English and a demonstrated ability to read and comprehend written/graphic and oral instructions. Strong organizational and time management skills. Collaborative team player Maintains a generally positive attitude. Observes all District policies and procedures</p> <p>Position Type:</p> <p>Regular</p> <p>Primary Location:</p> <p>West Support Center</p> <p>One Year Only (Yes or No):</p> <p>No</p> <p>Scheduled Hours Per Week:</p> <p>40</p> <p>FTE:</p> <p>1.00</p> <p>Approx Scheduled Days Per Year:</p> <p>260 Work Days</p> <ul> <li>(260 days indicates a year-round position. Time off [or Off-Track Days] are then granted based on the position. Any exceptions to the normal off-track time will be noted in the Additional Position Details section above, as scheduled work days.) </li></ul> <p>Minimum Hire Rate:</p> <p>$61,073.20 USD Annual</p> <p>Maximum Hire Rate:</p> <p>$76,795.02 USD Annual</p> <p>Full Salary Range:</p> <p>$61,073.20 USD - $92,516.85 USD Annual</p> <ul> <li>All salary amounts listed above are based on a full-time (1.0) FTE. If applicable, part-time salaries will be prorated according to the assigned FTE. </li></ul> <p>Benefits:</p> <p>This position is eligible for health, vision, dental, health savings account (HSA), flexible spending accounts (FSA), District paid and voluntary additional (supplemental) life and accidental death and dismemberment insurance, short and long-term disability, critical illness and accident voluntary insurance, employee assistance program (EAP), voluntary 401(k), 403(b) and 457 retirement plan options. There is also a voluntary 403(b) savings plan with up to 4% District match for up to 5 years from date of hire.</p> <p>Time Off Plans:</p> <p>This position is eligible for paid off-track, sick and personal time.</p> <p>This position will be open until filled, but will not be open past:</p> <p>October 30, 2025</p>