Scope

The Help Desk Specialist/Trainer (75% Help Desk/25% Trainer) provides a first-tier technical point of contact for end user service, support, and training requests, ensuring that all aspects of service desk operations are properly logged, tracked, and coordinated to resolution and end user satisfaction. The Help Desk Specialist/Trainer creates and delivers continuous training opportunities to educate and equip end users to maximize use of technology investments.

The Help Desk Specialist/Trainer also troubleshoots problem areas (by phone, via email, or in-person) in a timely, accurate, and courteous fashion, helping to promote a positive image for technology initiatives, the Technology Services department, and Christian Academy School System as a whole.  Some travel to other campuses, as needed.

Qualifications

The candidate shall possess characteristics that reflect:

• A strong clear Christian testimony with a mature and godly spirit.
• A daily example of the highest Christian virtue both in and out of school.
• A commitment to faithful attendance and support of a church whose beliefs are in agreement with the Christian Academy School System Statement of Faith.

The ideal candidate shall possess:

1. 3+ years relevant work experience.
2. Strong knowledge of Windows 7/10 OS, Microsoft Office, and Google (GSuite) applications.
3. Experience with using and troubleshooting mobile devices, especially iPads and Chromebooks.
4. Experience guiding/coaching adult learners through complex, multi-step tasks.
5. Ability to develop and deliver presentations to diverse small/large audiences.
6. Previous experience in education, specifically in a role serving teachers.
7. Ability to read and understand technical manuals and procedural documentation.
8. Previous experience in customer-service; strong customer-service orientation.
9. Ability to find an answer when it is not immediately obvious.
10. Effective interpersonal skills and relationship-building skills.
11. Ability to present ideas in user-friendly language.

Accountabilities / Responsibilities

• Receive and respond to incoming help desk calls, emails, and/or work orders.
• Coordinate and deliver continuous 1-to-1 and small group training classes.
• Help employees transition from legacy to new equipment with minimal downtime.
• Assist with initial preparation and periodic revision of training and instructional materials.
• Create and develop knowledge base and common task manual for end users.
• Follow escalation procedures during outages and ensure root-cause analysis.
• Accurately document instances of equipment installation, repair, and removal.

Outcomes

• Timely, accurate resolution of service desk requests with high customer satisfaction/approval.
• Increase in efficiency and effectiveness of employee-related technology investments.
• Reduction, over time, of help desk ticket volume due to increase in training levels.
• Regular assessment and improvement/enhancement of services provided, including timeliness of service.
• Positive collaboration with team to provide efficient/optimum operating levels.

Reporting Relationship

The Help Desk Specialist/Trainer will be responsible to the Director of Security and Technology.