Technology Helpdesk Representative - Work Location: Midland, PA

Insight Pa Cyber Charter School - Midland, PA

Full-time

Midland, PA

About the position

The Technology Helpdesk Representative is responsible for delivering exceptional technical support to students and staff, addressing a variety of technical issues through help desk tickets. This role involves diagnosing and resolving problems related to hardware, software, and operating systems, while ensuring excellent communication and customer service throughout the process.

Responsibilities

• Provide technical support by identifying and solving issues using various methods including telephone, management software, email, and in-person conversations.
• Diagnose and resolve technical issues with Windows and some Mac operating systems, as well as software applications.
• Troubleshoot hardware issues including laptops, monitors, printers, scanners, mice, and other peripherals.
• Create tickets in the helpdesk ticketing system and thoroughly document steps taken to resolve issues.
• Utilize internal knowledge base and external resources to resolve issues.
• Collaborate extensively with peers and members of the escalation team to resolve issues and escalate incidents as necessary.
• Prioritize numerous issues of varying severity and manage the resolution of all issues within acceptable service levels.
• Monitor and manage helpdesk ticket queues and respond quickly to requests.
• Provide superior customer support, including excellent communications and advocacy for customer issues within internal departments.
• Perform additional duties as deemed necessary by the Service Desk Manager.

Requirements

• High school diploma or GED equivalent is mandatory.
• Associates degree from an accredited institution or trade school preferred.
• One to two years of computer-related courses.
• Child Abuse Clearance; Pennsylvania State Police Criminal Record Check and Federal Bureau of Investigation (FBI) Clearance.
• Previous customer service or IT helpdesk experience is preferred.

Nice-to-haves

• Experience with Windows operating systems.
• Experience with Mac operating systems.
• Strong attention to detail.
• Excellent communication skills.