Technical Support Specialist III, Information Technology

Technical Support Specialist III, Information Technology

Category: Technology Job Function: Technology Department: Technology Support Summary The Technical Support Specialist III is responsible for design, implementation, installation, configuration, support and trouble-shooting of District computer systems and peripherals at multiple school and administrative sites. This position provides support for networks, computer operating systems, essential applications, and equipment issues.

Essential Duties Provides enterprise level infrastructure support in both server and workstation operating systems: to include but not limited to VMware 5.x, Windows Server 2012 and Windows Server 2008, Windows 7 Enterprise and Windows 8.1 Supports and maintains computer systems, desktops, and peripherals to include installing, diagnosing, repairing, maintaining, and upgrading all hardware/software and equipment while ensuring optimal workstation performance Performs basic networking maintenance functions such as user creation and assignment of rights and permissions. Assists with network design and implementation for wired and wireless networks; organizes and troubleshoots problems; monitors underlying communication protocols and supports network hardware and software; maintains application data integrity and availability Provides for creation, testing, and distribution of images used for imaging computers Assumes responsibility for testing, packaging, installation, and deployment of District approved curriculum and business software applications; installs and maintains software on servers and workstations Provides testing and recommendations for software acquisitions, upgrades and versions Maintains software site licenses for departments/organization Implements and maintains network security and virus protection; performs server security and patch updates as necessary; maintains tight security measures on all systems and networks Implements consistent data backup and recovery processes Develops documentation as required including installation instructions, configuration guides, and impact analysis documents; Analyzes information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications Monitors, tracks, schedules, updates and closes District work orders within the automated system on a timely basis Ensures compatibility of computer configurations with Fulton County Board of Education standards and the System Level Technology Strategic Plan Investigates alternatives and researches development of strategic implementations of network components, as well as, computer hardware and software components Supports development and implementation of new computer projects and new hardware installations Consults with customers to evaluate and recommend technical needs Participates in on-call 24/7 infrastructure support for emergency situations, after-hours maintenance of network resources when scheduled and on-call support for end users as needed or defined by helpdesk support hours Performs other duties as assigned by the appropriate administrator

Required Education Associate's Degree in a related field or In lieu of degree, will consider 2 years of related technology experience per year of college (4 years) Certification/Licensure None required Experience Qualifications Minimum of 5 years of related experience including at least 3 years of experience managing VMware, Windows Operating Systems, and LAN hardware in an enterprise environment required; Experience supporting current versions of Microsoft Windows, Microsoft Office, and latest technologies required; Experience in an educational organization preferred Knowledge/Skills/Abilities Should be familiar with DHCP, DNS, IP, network traffic routing, WAN, LAN and internet connectivity Expert level knowledge in all areas of ownership and confidence to support other areas Highly motivated and able to work with minimal supervision Manage and prioritize tasks, problems, change, and projects Solid analytical and problem resolution skills with a wide variety of computer hardware and software issues A good understanding and broad knowledge of computer technology and networking architectures Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, and emails Ability to provide on-site, phone, and remote support and be creative and think outside the box to deliver services Excellent communication, interpersonal, organizational, and presentation skills Able to work independently and in team environments to meet goals and deadlines Self-motivated, detail-oriented, organized, innovative, efficient, multi-tasking, and vigilant Customer focused Working Conditions Normal office environment Physical Demands Routine physical activity associated with normal office environment Must be able to lift up to 50 lbs with or without reasonable accommodation