IT Helpdesk Technician

Position Type :

Technology / Computer Technician

Date Posted : 11 / 18 / 2025

Location : District Wide

IT Helpdesk Technician East Helena Public Schools

Reports to : IT Director, Superintendent

Employment Type : Full-time, twelve months per year, standard schedule as needed to successfully meet goals and objectives.

Students Served : 2000

Staff Supported : 250

Position Summary :

The IT Helpdesk Technician provides the first level of technical support for all district staff and students, ensuring the smooth and efficient operation of all school technology.

This role requires a patient, methodical, and customer-service-oriented individual to diagnose and resolve a wide range of hardware, software, and network issues in a K-12 environment. The technician will serve as the primary point of contact for all technology-related inquiries and play a key role in supporting educational and administrative functions.

Essential Duties and Responsibilities :

• First-Level Support : Serve as the initial point of contact for technical support requests via phone, email, in-person visits, and a service call tracking system.
• Troubleshooting & Resolution : Diagnose and resolve basic to routine hardware and software problems for devices including desktop computers, laptops (Windows / Mac / Chromebooks), tablets (iPads), printers, and other peripherals.
• Ticket Management : Accurately log all service requests into the district's ticketing system, document diagnostic steps and solutions, prioritize issues, and escalate more complex problems to the appropriate higher-level support staff.
• Account Management : Perform basic user account management tasks, including creating accounts for new staff / students, resetting passwords, and managing access permissions for various systems (e.g., G Suite, Office 365, student information systems).
• Hardware Management : Assist with the installation, configuration, deployment, and inventory management of new computer equipment and software, and coordinate warranty repairs with vendors.
• Classroom Technology Support : Provide support for classroom A / V equipment, including interactive whiteboards / Smartboards, projectors, document cameras, and other instructional technology tools.
• User Training : Provide one-on-one or small group training to staff and students on the proper use of district technology and new software applications, translating technical language into easy-to-understand terms.
• Maintenance : Perform minor and preventive maintenance on equipment, such as replacing printer ink / toner cartridges, and ensuring computer labs and carts are in working order.
• Event Support : Assist with technology setup and support for school events, meetings, and student device deployments.
• Documentation : Create and maintain technical documentation and user manuals for various systems and common issues.

Qualifications and Skills :

Working Conditions : Work is generally performed indoors in an office and school environment. The role involves balancing routine maintenance and urgent technical issues, requiring adaptability and effective time management skills.

Additional Duties : Performs other related duties, as assigned.

Note : The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive of every task or responsibility.