Summary

Performs Help Desk Technician duties for the IT Department in a positive and receptive manner, while helping to advance the mission and vision of New Mexico School for the Deaf. This position assists staff with technical support of desktop computers, applications, and related technology. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position's responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment. It is anticipated and expected that all functions of this position will be performed in a positive and receptive manner, while helping to advance the mission and vision of New Mexico School for the Deaf.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Monitor incident requests and tasks.
• Support end users with microcomputers/laptops, printers, scanners and other
• Peripheral equipment.
• Support Windows and Apple operating systems.
• Assist end users in use of standard applications and Microsoft Office suites.
• Install and troubleshoot campus software packages.
• Acts as the main point of contact for the IT department.
• Proactively identifies issues, creates and escalates incidents, creates knowledge bases and actively participates in the problem resolution process
• Assist IT and Media staff in support of media technology, campus events and class room technology.
• Assist IT in resolving basic connectivity issues for client workstations and provides IT with assistance in general wireless network troubleshooting.
• Assists in tracking the additions, deletions and relocation of computer inventory and telephone/video phone equipment through the use of standardized database applications; assists in the maintenance of a database of repairs performed so that equipment performance can be monitored as needed.
• Assists the IT Manager and IT staff on IT projects as assigned.
• Demonstrates tact and courtesy to visitors, students and other employees in all telephone, video phone, email and personal communications. Demonstrates respect for the confidentiality of data stored on all computer systems and demonstrates the use of effective strategies in the development, design, testing and implementation of all projects and tasks.
• Is available for on-call or after hour assignments and performs other duties as assigned.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Organization- Must be organized and detail-oriented.
• Analytical- collects and aggregates data for program maintenance and improvement.
• Continuous Learning- Seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills.
• Job Knowledge- Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Use of Technology- Adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity.
• Problem Solving- Gathers and analyzes information skillfully; develops alternative solutions; works in group problem solving situations.
• Cooperation- Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
• Teamwork- Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts to succeed.
• Written Communication- Writes clearly and informatively; varies writing style to meet needs.
• State and Federal IDEA Compliance- exhibits knowledge of and adherence to all legal requirements related to early intervention.
• Diversity- Shows respect and sensitivity for cultural differences; educates others on the value of diversity; builds a diverse workforce.
• Ethics- Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organization values.
• Organizational Support- Follows policies and procedures; completes tasks correctly and on time; supports organization’s goals and values.
• Adaptability- Manages competing demands.
• Personal Appearance- Dresses appropriately for position; keeps self well groomed.
• Attendance/Punctuality- Is consistently at work and on time; ensures work responsibilities are covered when absent.
• Dependability- Follows instructions, responds to management direction; takes responsibility for own actions.
• Initiative- Seeks increased responsibilities; asks for and offers help when needed.
• Quality- Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality.
• Safety and Security- Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions.

Qualifications: 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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Candidate must have a minimum of an Associate degree in computer science or a related field with at least 2 years of IT work experience. Education and experience totaling five years may be substituted. Experience should be in troubleshooting and maintenance of Microsoft Windows & Apple OS, computer hardware and applications. Experience working in a Help Desk ticketing system. Experience providing remote end user support. Familiarity with performing basic Active Directory functions. Knowledge in using file storage environments and assigning user security permissions.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.

Sign Language: Sign language skills at hire are preferred. The applicant does not need to have sign language skills at hire but will be required to demonstrate progressive sign language acquisition and participate in sign language classes offered at NMSD.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: To perform this job successfully, an individual should have working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to explosives. The noise level in the work environment is usually moderate.