HelpDesk Technician

DISTRICT OVERVIEW

Holyoke Public Schools is a PreK-12 public school district serving nearly 4,800 students, of whom 80 percent are Latino/Latina, in 11 schools. We employ nearly 1,300 people who together educate and support a richly diverse community of learners. We are committed to recruiting and retaining top-quality educators who believe all children can and will learn and who strive daily to make school a joyful place of discovery, support, and belonging.

Holyoke Public Schools’ strategic plan, “Moving Forward Together,” builds on the strengths of our past while serving as a call to action to accelerate student learning by thinking differently about how we teach, how we work together, and how we support students’ well-being.

Many successes contributed to Holyoke’s return to local governance after 10 years in state receivership. These include:

• The highest graduation rate on record of 77.1 percent, an increase of more than 15-points over 10 years
• Meaningful, applied learning opportunities for high school students, including theme-based academies, career vocational technical education programming, work-based learning, and advanced coursework
• A comprehensive approach to early literacy that includes strong core instruction and one-on-one tutoring, contributing to more students reading at grade level
• A thriving dual language English/Spanish program, where nearly 900 students are on their path to becoming bilingual, biliterate, and bicultural
• More than one-third of Holyoke teachers identify as people of color, a 19-point increase over 10 years. Many partnership programs support staff to earn licensure or additional certification.

Please visit the Holyoke Public Schools website to learn more about us, our recent accomplishments, and our commitment to equity.

PERSPECTIVA GENERAL DEL DISTRITO

Las Escuelas Públicas de Holyoke son un distrito escolar público que cuenta con 11 escuelas de prekínder a 12.° grado y acoge a casi 4 800 estudiantes, de los cuales el 80 % se identifica como latino o latina. Empleamos a casi 1 300 personas que, en conjunto, educan y apoyan a una comunidad de estudiantes altamente diversa. Estamos comprometidos a contratar y retener educadores de alta calidad que creen firmemente que todos los niños pueden aprender y aprenderán, y que se esfuerzan diariamente por hacer de la escuela un lugar alegre de descubrimiento, apoyo y pertenencia.

El plan estratégico de las Escuelas Públicas de Holyoke , “Avanzando Juntos”, se basa en nuestras fortalezas previas y, al mismo tiempo, sirve como un llamado a la acción para acelerar el aprendizaje estudiantil a través de una nueva perspectiva sobre cómo enseñamos, cómo trabajamos en colaboración y cómo apoyamos el bienestar de los estudiantes.

Existen numerosos logros que permitieron a Holyoke recuperar el control local después de 10 años de administración judicial. Entre estos logros se encuentran:

• La tasa de graduación más alta registrada, del 77.1 %, lo que representa un aumento de más de 15 puntos porcentuales en 10 años
• Oportunidades significativas de aprendizaje práctico para estudiantes de secundaria, que incluyen academias temáticas, programas de educación técnica y vocacional, aprendizaje basado en el trabajo y cursos avanzados
• Un enfoque integral de la alfabetización temprana que combina una sólida instrucción básica con tutorías individuales, lo cual ha contribuido a que más estudiantes lean a nivel de grado
• Un próspero programa bilingüe de inglés/español, en el que casi 900 estudiantes avanzan hacia el bilingüismo, la biliteracidad, y la biculturalidad.
• Más de un tercio de los maestros de Holyoke se identifican como personas de etnicidad diversa, lo que representa un aumento de 19 puntos porcentuales en 10 años. Diversas colaboraciones con programas que han contribuido a que miembros del personal obtengan sus certificaciones o credenciales adicionales.

Visite el sitio web de las Escuelas Públicas de Holyoke para obtener más información sobre nuestra comunidad, nuestros logros recientes y nuestro compromiso con la equidad.

Function
The Helpdesk Technician provides technical support and problem resolution to district staff for issues related to hardware, software, devices, accounts, printers, and network-connected technology. This role communicates solutions in a clear, professional, and user-friendly manner, provides end-user support and training as needed, and works closely with other members of the Technology team to resolve more complex issues. The Helpdesk Technician also supports inventory management, device deployment, account maintenance, and helpdesk documentation.

Responsibilities
The Helpdesk Technician serves as a primary point of contact for district staff seeking technical assistance. This role receives and responds to helpdesk calls, emails, and service requests, resolves routine user issues, gathers additional information when needed, and escalates more complex matters to senior technical staff. The Helpdesk Technician also assists with device setup, imaging, tagging, delivery, and troubleshooting, maintains accurate inventory and service records, and helps ensure district technology systems remain organized, secure, and well supported.

Job Duties

• Identify, diagnose, and resolve technical issues for district users related to district-issued devices, printers, software, Google Workspace, student information systems, network access, and other district-supported technology tools
• Provide technical support remotely, by phone, and in person, depending on the nature of the issue
• Deliver clear, user-friendly assistance to staff with varying levels of technical knowledge
• Escalate complex or recurring issues to the Director of Technology, Network Analyst, or other appropriate technical staff and follow through to resolution
• Support the setup, imaging, tagging, deployment, and delivery of district hardware, software, and peripherals
• Maintain accurate inventory records for district technology equipment and assigned assets
• Update and manage helpdesk tickets, service records, and related documentation in a timely and consistent manner
• Assist with user account support, including password resets, access issues, and basic account maintenance
• Provide one-on-one guidance and basic training to end users as needed
• Support the daily upkeep of district technology systems and related databases as assigned
• Assist in upholding district acceptable use policies and other technology procedures
• Contact vendors or manufacturers for warranty repair or service as needed
• Perform other duties as assigned

Qualifications

• Education, training, and/or experience in a related field sufficient to demonstrate the knowledge and skills required for the position
• Strong customer service skills and the ability to communicate clearly and professionally with staff at all levels
• Strong attention to detail and ability to manage multiple tasks and priorities
• Experience providing technical support in a school district, business, or similarly complex environment preferred
• Working knowledge of Windows devices, Google Workspace, Active Directory, printers, and standard end-user support tools preferred
• Familiarity with educational software platforms preferred
• Ability to work both independently and collaboratively as part of a team
• Physical ability to perform the essential functions of the job, including moving and setting up equipment
• Reliable transportation, valid driver’s license, and ability to travel between district sites

Reports to
Director of Technology, Tim LaGrant, and Executive Director of Technology and Data Systems, Jenny Malave

Terms of Employment
Full-Time, Full-Year
Salary Range: $38,000 to $48,000, commensurate with experience