Helpdesk Coordinator – Fall River Public Schools – Fall River, MA

Fall River Public Schools

Fall River Public Schools

Job details


$50,000 – $60,000 a year

Job Type

Full Job Description

The Superintendent of Schools announces the following position within the Fall River Public School System:

Helpdesk Coordinator

Job Description:
Responsible for providing technical assistance and support related to computer systems, hardware or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements decisions.

Performance Responsibilities:

  • Provide Technical Assistance for queries or issues related to computer systems, software and hardware.
  • Respond to “tickets” in either person or via phone.
  • Issue technical bulletins to inform users of system changes or outages.
  • Assist Network operations and support staff where appropriate.
  • Maintain daily performance of Helpdesk ticketing software and systems.
  • Resolve Tier 1 and Tier 2 technical issues.
  • Act as the point of contact for all incoming calls to the District Helpdesk and route calls to other technicians as necessary.
  • Provide software training on GSUITE and INCIDENT IQ when required for end user support.
  • Follow up with staff to ensure the issue has been resolved.
  • Assist all other departments within Technology Services as needed.
  • Display ethical and professional behavior when working with students, staff, parents and all school personnel, outside vendors, and agencies.
  • Oversee creation of student run help desk locations in other school buildings.

Required Qualifications:

  • BA/BS, course work in Computer Science or related field.
  • 4-5 Years, experience in providing technical support in a complex Information Technology (IT) setting similar to the FRPS IT environment.
  • Industry standard certification preferred.
  • Have in depth knowledge of GSUITE and PC and Chromebook devices.
  • Ability to accept feedback and direction to improve service and operations.
  • Ability to manage and direct personnel to perform network service and maintenance tasks.
  • Ability to manage workload and delegate tasks to be completed in a timely fashion.
  • Ability to mediate and resolve conflicts.
  • Ability to communicate with users of all proficiency levels.

The Superintendent of Schools reserves the right to waive a position qualification or determine that there is an acceptable alternative to that qualification. If the Superintendent intends to waive a qualification, such intent will be shared with the Fall River School Committee.

Reports To:
Chief Information Officer


Terms of Employment:
Salary and benefits to be negotiated. Length of the work year and hours of employment shall be established within an individual contract.


Closing Date for Applications:
Until filled

The Fall River Public Schools offers all programs, activities, and employment opportunities without regard to race, national origin, gender, gender identity, religion, sexual orientation, age and disability.

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