Technology Support Specialist

Technology Support Specialist

Provide a single point of contact for all district staff to assist and resolve problems relating to classroom instructional technology, Chromebook, educational and general office software. Responsible for providing a high level of customer friendly support.

Education/Certification: High school diploma or GED. Associate's degree or trade school preferred. Bachelor's degree a plus. Certification for Microsoft, A+, Network+ certification, and Cisco preferred.

Special Knowledge/Skills: Experience in the areas of computer and peripheral maintenance repair. Experience with Windows 7, 10 and MAC operating systems. Experience installing, configuring, and servicing desktops systems, laptop systems, chromebooks, network peripherals and local peripherals. Experience in connectivity and servicing of computer systems to LAN/WAN. Experience in configuring and servicing IP/LAN printers and other network peripherals. Effective communication with customers and non-technical persons.

Experience: Two or more years' experience in technical/customer support role preferred.

Major Responsibilities and Duties:

• Install and upgrade computers and peripherals throughout the district.
• Install network cabling and network peripherals throughout the district.
• Relocate computer hardware, peripherals, and equipment as needed.
• Install and configure software as needed.
• Assist with the installation, maintenance, troubleshooting, and repair of network.
• Communicate with customers in a positive, confident and customer friendly manner.
• Assist end-users to resolve problems and utilize software in-person and on the phone.
• Work cooperatively with end-users to detect and resolve hardware problems.
• Communicate with software and hardware vendors to resolve end-user problems.
• Communicate with technology staff to detect and resolve end-user problems.
• Prioritize work-orders in a manner that aligns with departmental policy.
• Evaluate and perform remote technology-related repairs.
• Use customer support instances to identify training needs for staff and technology support personnel.
• Log all customer support instances, communication and actions within the help desk software.
• Create and maintain knowledge base articles within the help desk software.
• Facilitate two-way communication between technology groups.
• Diagnose and repair equipment, including printers, terminals, personal computers and I Pads.
• Service equipment according to established preventive maintenance schedule.
• Maintain accurate updated records of preventive maintenance.
• Maintain accurate records of time and materials required to perform repairs and service.
• Operate tools and equipment according to prescribed safety procedures.
• Follow established safety procedures and techniques to perform job duties, including lifting, climbing and carrying.
• Correct unsafe conditions in the work area and report any conditions that are not correctable to the supervisor immediately.
• Maintain confidentiality. Participate in professional development activities to maintain current knowledge of rules, regulations, and practices.
• Perform other duties as required by the Supervisor and/or Superintendent.
• Follow district safety protocols and emergency procedures. Must be present regularly in person.

Equipment Used: Hand tools and test instruments for electronic repairs and cable installations. Personal computers and peripherals, including modems and printers.

Working Conditions: Climbing, stooping, bending, and kneeling; frequent use of small hand tools and electronic test equipment; frequent district wide travel. Occasional prolonged and irregular hours. May be required to be on-call 24 hours a day.