IT Technician

JOB TITLE: IT (Information Technology) Technician; Service Desk DEPARTMENT: Technology Services REPORTS TO: Executive Director of Infrastructure Services FLSA STATUS: Non-Exempt EMPLOYMENT STATUS: Fulltime, 12-month Minimum Job Requirements Education: High school diploma or successfully completed the GED (General Education Development) test; some formal college computer training required; associate degree in computer field preferred. A+ certification is preferred and technology certificates are a plus. Experience: Minimum 3 years in a technology-related position such as IT (Information Technology) Technician, Help/Service Desk Technician, customer support, or computer operations; Working knowledge of Macintosh, Windows, and networking required. Skills: Demonstrated knowledge of Windows and Apple operating systems and computer hardware, along with experience supporting a wide range of software and cloud-based services, including Microsoft Office Suite, Microsoft 365, OneDrive, Google Workspace/Google Drive, and related productivity tools. Experience administering and supporting Windows Active Directory, including user and group account management, password resets, Group Policy, organizational units (OUs), and basic permissions management. Strong understanding of computer hardware repair, hardware deployment, software installation, cloud computing, and fundamental networking concepts, including TCP/IP, DNS, DHCP, wireless connectivity, and printer support. Ability to diagnose and resolve complex technical issues efficiently through both remote and on-site troubleshooting while maintaining a high level of customer satisfaction. Excellent analytical, problem-solving, communication, customer service, and interpersonal skills. Ability to exercise sound judgment, maintain confidentiality, and use discretion when handling sensitive staff and site-related matters. Capable of working accurately and effectively in a fast-paced environment with frequent interruptions, multiple priorities, and strict deadlines. Ability to present a professional image through in-person, telephone, and electronic communication while building positive working relationships with District staff, students, vendors, and the public. Demonstrated ability to work collaboratively as part of a team while supporting the district technology goals and delivering exceptional customer service. Summary ESSENTIAL JOB FUNCTIONS Establish and maintain strong, positive relationships between Technology Services, the site staff, and the technology team members. Provide remote assistance/troubleshooting in all aspects of technology including email, software installation Office365 applications, Internet support malware removal, etc. Answer questions and/or resolve technology-related issues via telephone or through remote access. Assist in training and instruction for use of district-approved software and hardware to site staff as directed. Serve as the initial point of contact to end users rendering assistance as requested. Complete computer repairs remotely and create work orders for Technology Services staff. May assist IT Technicians with Technology Services duties or special projects outside of the Service Desk area. Provide support for all incoming Service Desk phone and email requests in a courteous, professional manner while maintaining high ethical standards. Escalate problems to IT Technicians as necessary. Troubleshoot hardware and software issues by analyzing, identifying, and diagnosing faults, and symptoms using established policy and procedure. Punctual, reliable attendance is essential. Work as part of the Service Desk team by contributing to departmental goals, offering input and new ideas while providing excellent customer service to district personnel. Ensure performance standards are met as defined by Technology Services. Ensure all incidents, work orders, and service requests are recorded, tracked, completed, documented, and communicated in a professional manner using established Technology Services procedures. Increase job knowledge through training opportunities and self-study. Perform other tasks consistent with the goals and objectives of this position. Perform other duties as requested as well as other duties assigned by the Executive Director, Infrastructure Services. Essential Behavior Ability to use sound judgment in any situation. Ability to deal successfully and rapidly with changes in assignments and properly respond to applicable correspondence/communication received. Ability to project a professional company image through in-person, phone, and electronic interaction. Ability to build and foster harmonious rapport and work cooperatively with District staff and the public while achieving the objectives and goals of the position. Ability to handle problematic and/or difficult situations professionally by communicating with the appropriate person. Attendance Statement Able to be in attendance for assigned responsibilities with 95% attendance. ENVIRONMENTAL CONDITIONS Primarily inside working conditions with minimal exposure to extreme environmental conditions. The noise level is generally quiet. PHYSICAL STANDARDS Requires prolonged sitting and standing; requires stooping, bending, reaching, and lifting; requires physical exertion to manually move, lift, carry, pull, or push heavy objects or materials; must be able to tolerate a stressful and hectic environment and be able to handle multiple tasks with frequent interruptions. #J-18808-Ljbffr