HelpDesk level II

Duration: Two years. With expected start date September 14, 2026

• Perform the primary IT support function by delivering highquality customer service and maintaining clear, professional, and responsive communications with end users across all designated support channels, including inperson interactions, telephone support, email, and electronic ticketing systems, to ensure timely, accurate, and userfocused assistance.
• Provide clear written and oral communication with end users.
• Diagnose and resolve problems in response to customer reported incidents.
• Install, configure, upgrade, troubleshoot and maintain hardware and software. For purposes of this contract, hardware includes, but is not limited to, the following electronic devices: Personal Computers, Laptops, Mobile phones, iPads, Copiers, Printers, Video Teleconferencing Equipment, Scanners, Desk phones and Headsets.
• Assist with configuring, installing, and maintaining network systems using network standards and protocols, and capabilities and applications of network equipment
• including hubs, routers, switches, bridges, servers, and related hardware and assist with routine updates and patches to existing programs.
• Provide password resets for end users.
• Provide user training and assistance on a variety of routine applications and hardware, including orientation for new users.
• Assess and provide feedback to System Manager on problematic trends and patterns identified through customer reported incidents.
• Provide recommendations to resolve cited problems.
• Provide archiving and disposal of electronic records in response to customer requests.
• Assist with the proper disposal of electronic media devices.
• Assist with routine personal identity verification cards maintenance.
• Provide support to the district s property management team and promptly communicate changes to user assignment and location of government furnished equipment.

Help with setting up, relocating, and reconnecting computer hardware and

related IT equipment within office spaces.

Perform other related Information Technology duties within scope as assigned by the Government.

Required Qualifications:

• Bachelor s degree in information technology, or related field.
• Minimum three (3) years of professional work experience providing general IT support.
• Proficient in Microsoft Office applications including Word, Excel, PowerPoint, Access, Teams, SharePoint, etc., and Adobe.
• High-level working knowledge of Windows Operating Systems; including Server, Apple iOS and mobility preferred.
• United States citizenship and ability to obtain adjudication for requisite background investigation.(Public Trust)