Technical Support Specialist

Technical Support Specialist IUnder the supervision of the Director of Information Technology, provides technical support to users and devices used in administrative and instructional environments and participates in imaging, repairing, and installation of user hardware and software for local networks.Distinguishing Characteristics: Technical Support Specialist I is the entry-level classification in the technical support series. This role focuses on basic technical support for user devices and equipment, including responding to Help Desk requests, performing routine troubleshooting, and assisting with hardware and software installation. Employees in this classification work under close supervision and are expected to develop foundational skills in customer service, documentation, and technical procedures. This classification serves as a developmental step toward Technical Support Specialist II, which involves more complex troubleshooting, system configuration, and independent problem resolution. In contrast to Technical Support Specialist III, which oversees Help Desk operations, assigns work orders, and provides technical guidance on advanced issues, the Technical Support Specialist I role is focused on executing assigned tasks and learning district systems and support protocols.Essential Duties & ResponsibilitiesProvides technical support and assistance to end-users and the IT department.Assists users by responding to help desk calls and requests.Documents all user calls accurately.Forwards work orders to the appropriate IT staff for resolution.Performs troubleshooting, repair, installation, and maintenance of computer systems, peripherals, and software.Diagnoses technical failures and isolates faulty components in computers and peripherals.Repairs or replaces malfunctioning parts.Verifies and tests equipment to ensure proper operation.Uses cost-effective methods and tools to perform repairs efficiently.Installs, configures, and upgrades hardware including computers, printers, audio/visual equipment, and communication peripherals.Installs and configures software applications on computers.Tests software compatibility with existing operating systems and hardware.Configures software to interface with peripherals such as printers, scanners, and interactive screens.Maintains inventory and documentation related to technology support.Maintains an accurate inventory of replacement parts, tools, test equipment, and repair supplies.Develops and keeps up-to-date documentation related to assigned technical support areas and procedures.Collaborates with IT team members to support district-wide technology infrastructure.Works collaboratively with the IT staff to maintain and support the district's technology infrastructure.Supports users in both administrative and instructional settings across the district.Travel to district sites as required to fulfill job responsibilities.Drive to various district locations as necessary to perform job duties and support users onsite.Performs other duties as assigned that support the overall objective of the position.Minimum QualificationsA high school diploma or GED AND two years of recent (gained in the past four years) experience providing computer technical support OR An associate degree in information technology, computer science, management information systems, or a related field. Licenses and Certificates Possession of a valid California driver's license and evidence of insurability must be presented/available upon acceptance of offer of employment and maintained throughout employment.Supplemental InformationSkills, Knowledge, and Abilities Skills to:Install, configure, and troubleshoot networked computer workstations, systems, and software used in both instructional and administrative environments.Set up, configure, and calibrate audio/video equipment for classrooms, public meetings, and conferencing.Install and configure microcomputer components such as cards, drives, and other peripherals.Provide Exceptional Customer ServiceKnowledge of:Basic personal computer operations, including the relationship and usage of various input and output components.Common business and educational support software, and associated terminology.Installation, configuration, and maintenance of computers, printers, and audio/video equipment.Troubleshooting and repairing computers, printers, and audio/video equipment with minimal assistance.Operating systems, including Microsoft Windows, Google Chrome OS, and Apple macOS.Protocols and procedures for setting up new equipment, performing routine maintenance, and resolving technical issues.Basic networking concepts, including TCP/IP, network patch cables, network switches, and Wi-Fi equipment.Ability to:Prioritize and organize work to meet deadlines and operational timelines.Read, interpret, and apply complex technical information and manuals.Learn and adapt to new technologies, procedures, and software applications.Accurately document technical procedures and service activities.Understand and follow oral and written instructions.Communicate clearly and effectively, both orally and in writing.Demonstrate interpersonal skills with patience, tact, and respect for users and colleagues.Collaborate effectively with others as part of a technical support team.Manage a high volume of service requests while maintaining composure under pressure.Travel to various District locations and school sites.Physical Abilities:Ambulatory ability to move to various office and classroom-type locations and to walk, bend, stoop, reach, climb stairs, and climb a ladder to install and configure equipment.Ability to lift, push, and pull objects of medium weight (up to 50 lbs.) on an occasional basis.Hand eye coordination and dexterity to make small component connections.Visual acuity to read technical documents and instructions and align small components.Ability to work in confined areas with noise variations, dust, and limited ventilationDrive a vehicle to conduct workWorking Conditions Work is performed indoors where some safety considerations exist from physical labor, positioning in cramped areas, and handling of medium weight and materials. Individuals protected by the Americans with Disability Act (ADA) may request accommodation if needed. In order for appropriate arrangements to be made for testing, your request must be received at the time your application is submitted. If special arrangements are not requested at the time the application is submitted, it is understood that no special accommodations are required. Documentation on the need for accommodation must accompany your request. Equal Employment Opportunity Statement The Simi Valley Unified School District is committed to providing equal opportunity for all applicants for employment. The application, examination, and selection process shall be free from unlawful discrimination, including discrimination against an individual or group based on race, color, ancestry, nationality, national origin, ethnic group identification, age, religion, marital, pregnancy, or parental status, physical or mental disability, sex, sexual orientation, gender, gender identity or expression, or genetic information; a perception of one or more of such characteristics; or association with a person or group with one or more of these actual or perceived characteristics.