Technology Support Technician

Technology Support Technician

Division: Technology and Innovation Services

Supervisor: Technology and Innovation Services Director

Supervises: No Supervisory Responsibility

Classification: Non-Exempt

Number of Days: 260

Compensation Plan: WIU-ESPA CBA

Education and Experience: Minimum Education AA/AS in Computer Science or related area Minimum Experience 3-5 years technology support experience

General Definition: The position of Technology Services Support Technician will support operations throughout Westmoreland IU facilities as well as provide support to the seventeen school districts, three career and technology centers, Diocese of Greensburg, Clairview, the Intermediate Unit and other agencies.

Description of Duties:

• Field incoming help requests in person, via telephone, and email in a courteous, professional, and timely manner using diagnostic utilities and the helpdesk ticket tracking program.
• Prioritize issues and creation of requests in the helpdesk ticketing system.
• Escalate issues, when required, to the appropriate staff.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, maintaining printer operations, and configuring systems and applications.
• Assist in troubleshooting and repair for network issues that arise while working with others as appropriate to achieve effective and efficient solutions.
• Troubleshoot, repair, configure, and provide maintenance for all hardware and software systems WIU7 wide as related to desktop/media deployments.
• Provide field support for computers, peripheral devices, and level I network support.
• Provide technical support on PCs, MACs, and all multimedia equipment.
• Test solutions to ensure issues are adequately resolved and perform post resolution follow-ups to help requests.
• Ensure cabling and wire management meet departmental standards and assist in the installation of network cabling within the WIU7 as needed.
• Set up and maintain all media equipment, including media setups with audio and video equipment.
• Demonstrate technical operation of audio-visual equipment as needed.
• Maintain MDM device management for technology-related equipment.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Assist in the support and maintenance of the wireless network.
• Provide support and technology setup for scheduled events.
• Responsible for asset management related to all technology-related equipment and devices.
• Work in conjunction with management in the planning for upgrades to the network infrastructure.
• Performs other duties as assigned by the Executive Director or designee.

Required Knowledge, Skills and Abilities:

• Perform preventative maintenance, including checking and cleaning of workstations, printers, projectors, conference equipment, and peripherals.
• Knowledge and skills in the use of technical equipment which includes computers, multimedia equipment, internet and video conferencing technologies, as well as streaming media deployment and support.
• Keep work and storage areas clean, organized and safe.
• Maintain and develop work-related knowledge, skills, and competencies related to the job through professional and cross-training opportunities.
• Strong customer service skills.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Proficient in MS Office.
• Proficient in current MS Windows operating systems.
• Proficient in Google applications.
• Proficient in related software applications.
• Ability to maintain confidentiality.
• Time management skills.
• Ability to work independently.

Physical/Environment Requirements:

The physical demands of this position are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee must:

• Sit
• Walk
• Stand
• Sprint/Running
• Bend/twist at the neck more than the average person
• Bend/twist at the trunk more than the average person
• Squat/stoop/kneel
• Reach forward
• Repeat the same hand, arm, or finger motion many times (e.g. data entry)
• Hand/grip strength
• Drive on the job
• Type non-stop
• Manual dexterity (e.g. opening items)
• Use finger dexterity (e.g. typing, manipulative)
• Lift up to 10 pounds from floor to waist
• Lift up to 10 pounds from waist to shoulder
• Lift up to 10 pounds from shoulder to overhead
• Lift up to 11 to 15 pounds from floor to waist
• Push/pull 25 to 50 pounds (boxes, tables, wheelchairs)
• Carry 10 to 25 pounds (Computer, briefcase, printer at least 25 yards)

Certificates, Licenses, Registrations, Other:

Act 114 (Federal Criminal History Background Check) Act 34 (PA State Criminal History Clearance) Act 151 (PA Child Abuse History Clearance) Act 126 (Mandated Reporter Training) Act 168 (Sexual Misconduct/Abuse Disclosure) Act 24 (Arrest & Conviction Statement) School Personnel Health Record Tuberculosis Test Result Clearances must be current within 5 years from date of hire and a School Personnel Health Record current within 1 year from date of hire accompanied by Tuberculosis Test Result within 3 months of date of hire.

Travel Requirements: A moderate amount of local travel is required. Occasional travel outside of Westmoreland County may be required. Must have reliable transportation.