TECHNOLOGY SUPPORT TECHNICIAN II

Technology Support Technician II

Reports to: Technology Support Supervisor

Purpose:

The Technology Support Technician Level 2 provides hardware and software support to users, managing technology systems within the district. This includes being the point person for one of the following systems: VOIP, Promethean and Classroom Displays, District Cell Phones, New Staff Device Deployment, and Board of Education Live Streaming. This position encompasses all the responsibilities of a Technology Support Technician Level 1, in addition to these specialized duties. The Technician Level 2 also assists in training other technicians on these systems. Excellent customer service and effective communication with users are essential.

Qualifications

• Associate degree in computer science or an IT-related field from an appropriately accredited institution; or High school or GED diploma and two years of experience in the field of technology related to the position's Coursework in computer or information technology may be substituted year-for-year for the required experience; or an equivalent combination of education and experience.
• A+ certification
• Strong knowledge of computers and related
• General knowledge of components of local area
• Ability to communicate effectively with all levels of technology
• Ability to use problem-solving skills to resolve issues and recognize when to refer complex problems to higher-level technical support.
• Strong knowledge of hardware and software
• Strong knowledge of presentation equipment such as TVs, interactive boards, and
• General knowledge of A/V

Knowledge, Skills, and Abilities

• Proficient in using MDM tools like Moysle to manage and secure
• Ability to diagnose and resolve complex network issues, including LAN/WAN problems and advanced VOIP functionality.
• Knowledge of interactive panels like ClearTouch and Promethean, including setup, calibration, and basic
• Experience in deploying new technologies and system
• Knowledge of group policy, DNS, and
• Proficiency in managing and troubleshooting applications and device connectivity issues.
• Understanding of security awareness best
• Familiarity with OS installation and
• Experience with virus and malware
• Ability to handle user account management, password resets, and MFA
• Familiarity with GSX and other third-party companies for processing device
• Ability to work independently and as part of a
• Proficiency in managing MS365 support and email configuration.
• Familiarity with Adobe Signature

Key Duties and Responsibilities

• Manage and be the point person for one of the following systems: VOIP, Promethean and Classroom Displays, District Cell Phones, New Staff Device Deployment, or Board of Education Live
• Provide advanced assessment, triage, documentation, and resolution of incidents and requests related to MDM.
• Assist with the installation, repair, and upgrade of hardware, software, and related
• Use a ticket tracking system to manage daily work orders and provide detailed documentation of repairs and actions taken.
• Use an inventory system to track technology-related
• Assist with the configuration and installation of network equipment such as cabling, switches, access points, and other related peripherals under supervision.
• Assist users with accessing computers, networks, and
• Escalate complex problems to higher-level technical
• Provide timely and effective resolution of
• Perform system updates on
• Reset accounts for staff and assist in setting up MFA and other security
• Maintain accurate records of installations, repairs, and
• Manage account control (deactivate/reactivate) and password
• Participate in professional development
• Work closely with ITFs to ensure technology aligns with instructional
• Installation and removal of APs, switches,
• Support classroom technology setup and maintenance (AppleTVs, projectors, interactive whiteboards).
• Provide peripheral device support and printer setup/troubleshooting.
• Support board meetings with technology
• Handle projector/interactive whiteboard
• Maintain proficiency in security awareness and best
• Perform password management and active directory
• Other duties as assigned

Term of Employment: 12 months

Salary Schedule: Classified Salary Schedule, Grade N