About this role
Job Title: Help Desk Success Specialist Wage/Hour Status: Exempt
Reports to: Director of Technology Services Pay Grade: Technical 3 (233)
Dept./School: Technology Services Date Revised: 10/2026
Primary Purpose
To provide tier two support for district computing systems and peripherals via work orders and phone calls into the district technology help desk. Oversee district help desk technicians, ensuring district service level agreements are achieved.
Qualifications
Education/Experience
Associate's degree, technical degree, or technical training/certification
Required Knowledge and Skills
Knowledge of installation, troubleshooting, and repair of computer-related equipment and peripherals
Knowledge of mobile computing devices such as iPads
Experience with a variety of computer operating systems and hardware configurations
Experience working with computer networks
Customer service orientation
Effective interpersonal, organizational, and communication skills
Initiative and problem-solving skills
Strong client-facing and communication skills
Experience in help desk management
Major Responsibilities and Duties
- Maintain and support the District ticketing system and permissions
- Provide first-level contact and convey resolutions to customer issues
- Deliver exceptional customer service by resolving tickets, anticipating needs, and ensuring a consistently positive customer experience
- Identify and escalate trends in ticket submissions to the next level of support
- Track, route, and redirect problems to correct resources
- Provide remote support to various levels of users
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers' expectations
- Ensure proper recording, documentation, and closure
- Recommend procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products, and services
- Oversee district help desk technicians
- Appropriately escalate unresolved queries to vendor support contacts
- Install licensed software
- Keep current with technology advancements
- Answer the district helpdesk line
- Maintain confidentiality
- Participate in meetings and training as designed by District staff
- All other duties as assigned
Equipment Used
Computers (both Macintosh and Windows) and associated peripherals
IOS devices
Small hand tools
Working Conditions
Mental Demands/Physical Demands/Environmental Factors
Maintain emotional control under stress
Demonstrate patience and flexibility when working with others
Maintain professional and friendly demeanor at all times
Lift, carry, push and/or pull items of up to 50 lbs. on a daily basis
Sit or stand for extended periods of time