TECH SUPPORT REP

Technical Support Specialist

Under general direction, the purpose of the position is to perform district or school-based duties providing technical assistance with the installation and maintenance of hardware, software, network communication and workstations. Employees in this classification function at an operational capacity and perform a variety of duties including troubleshooting, technical support, training functions, server and database maintenance as well as web page maintenance and design. This position also serves as a technical resource for department site-based staff and personnel. Performs related work as directed.

Responds to internal and external customers in a timely, accurate, courteous and empathetic manner representing OCPS in a positive light. Troubleshoots and maintains district-approved site-based networks, workstations, peripherals/hardware and databases. Diagnoses, tracks, and solves hardware and software problems; escalates irresolvable issues to the appropriate department for resolution. Provides technical support for computer hardware and software applications to school or department personnel. Supports the configuration of software as well as assisting users with the use of district-approved software, including but not limited to, e-mail, internet and office productivity software. Assists users with various district-approved software programs. Uses district-approved workstations/server to retrieve, review, or modify data; and deployment software. Implements the installation, relocation and/or modifications of district-approved workstations, monitors and peripherals; relocates existing equipment for the school or department. Handles district-approved software installation, maintenance as well as modifications according to ICTS/site management directions. Tracks software licensing and the use of software on site in accordance with district policy. Keeps an inventory (inventories) and maintains a database of technical equipment. Recommends selection for new workstations, software, and other technical equipment. Assists in preparing and planning a school-based technology plan and a Standard Operating Procedure. Oversees and maintains the school site. Responsible for keeping up to date on current technology, as job appropriate, being used by OCPS. With the support of the district, attends training to ensure skill level in various technologies is at the level required to perform in current position. Responsible for timely and accurate information they maintain as part of their job responsibilities.

While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this position and may also be performed by other unit members. Performs related duties as directed.

Bachelor's degree in information technology, computer science, or closely related field; supplemented by a minimum of one (1) year of related experience that includes mainframe, network, computers, servers, or web page maintenance and design or; two (2) years of related college courses or equivalent vocational/technical education/certification along with two (2) years of technology experience which provides the required knowledge, skills and abilities to perform the essential job functions. Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data and/or information. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships. Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others on how to apply procedures and standards to specific situations. Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate and control the actions of equipment, machinery, tools and/or materials used in performing essential functions. Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive and/or advisory data and information. Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; ability to calculate decimals and percentages; may require ability to utilize principles of fractions and/or interpret graphs. Functional Reasoning: Requires the ability to apply principles of rational systems. Ability to interpret instructions furnished in written, oral, diagrammatic, or schedule form. Ability to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objective. Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving evaluation of information against measurable or verifiable criteria. ADA COMPLIANCE Physical Ability: Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds). Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds. Some tasks require visual perception and discrimination. Some tasks require oral communications ability. Environmental Factors: Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances. The Orange County School District will provide reasonable accommodations to qualified individuals with disabilities to allow them to perform the essential functions of the job when such individuals request an accommodation.