Technical Support Analyst - Viera Charter School

Technical Support Analyst

Reporting to the IT Service Manager, the Technical Support Analyst will need to setup, operate, maintain and repair computer equipment used throughout the schools, such as laptops, tablets, desktops, IP cameras, wireless access points, IP phones, intercoms, network printers, projectors and AV related equipment.

Duties And Responsibilities:

• Perform general maintenance and support of computer systems.
• Provide technical assistance to schools technology in classrooms, media centers and admin offices.
• Develop training materials and procedures, and train users in the proper use of hardware or software.
• Support and promote the deployment of new technologies at schools with teachers, and other faculty staff.
• Provide advice and guidance to faculty staff on the adoption and use of technology based on the FLDOE standards and guidelines.
• Troubleshoot interactive projectors and smart boards.
• Install and configure computer peripherals for teachers and administration personnel.
• Identify the causes of networking problems, using diagnostic testing software and equipment.
• Support schools virtual learning environments.
• Standardize techniques and procedures, including consulting with faculty staff, to determine hardware and software functional specifications.
• Confer with faculty staff and school management team to establish requirements for new systems or modifications.
• Provide IT support to onsite and remote users.
• Respond to Helpdesk tickets in a timely manner and follow up with users until the issue is resolved.
• Ensure all MDF/IDF closets are well maintained and that cabling/wiring management follows color codes and labels.
• Configure and maintain network printers and copiers.
• Setup, configure and troubleshoot IP phones, extensions and voicemail.
• Be on-call outside of normal working hours and in emergency situations.
• Perform setups of portable devices for meetings and school events.
• Attend to IT meetings and training sessions.
• Responsible for creating accounts and resetting users password.
• Maintain inventory of devices by type, location, quantity, operational status, assignment and founding source.
• Accountable for the schools start-up and end-of-year technology processes.
• Document equipment hardware, software and content information.
• Install, configure and support school cafeteria POS system.
• Ensure computers are always updated with the latest security patches.
• Evaluate utility of software or hardware technologies.
• Undertake any other relevant activities which fall under the general scope of this position as directed by the IT Service Manager and IT Director.

Required Knowledge, Skills, And Abilities:

• Ability to work flexible hours including evenings and weekends.
• Ability to learn new systems quickly
• Solve issues independently by using past experience as well as various methods of online research and reading of manuals.
• Computer hardware and software troubleshooting for Microsoft Windows, Apple OSX and Google Chrome OS.
• Mobile device setup and troubleshooting; Windows, iOS and Android.
• Advanced knowledge of Microsoft Office Applications; Outlook, Excel, Word, PowerPoint.
• Wiping and reinstallation of computer operating systems, installation of drivers, local machine network configuration.
• Restoring computer backups files from different sources.
• Basic understanding of IP Addressing, Subnets, VLANs.
• Experience with networking services and protocols such as DNS, DHCP, RDP and SMTP.
• Hands-on experience with Active Directory.
• Customer focused with the ability to deliver a high-quality service to teachers and faculty staff.
• Excellent communication skills (verbal and written).
• Excellent organizational and time management skills.
• Strong attention to detail and ability to follow procedures.
• Ability to implement quick and effective solutions to network problems.
• Self-motivated and able to work independently as well as work effectively in a team environment.

Minimum Job/Educational Requirements:

• Associates or Technical Degree with 3 years of relevant experience.
• Preferred certifications: CompTIA A+, Network+

Physical Requirements:

On a continuous basis, sit at a desk for long periods of time in front of a computer screen; intermittently twist to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis