Technical Support Specialist III

Job Description

Job summary: To inspire and prepare all students with the confidence, courage and competence to achieve their dreams; contribute to community; and engage in a lifetime of learning by designing, implementing, and maintaining District-wide learning systems and educational tools (Google, Schoology, Seesaw, Clever) that enable department to provide a high level of satisfaction to customers using District technology. This position supports the Department of Learning & Achievement.

Responsibilities and tasks include: Analyzing options and deciding which learning systems or standards are used to serve our customers.

Implementing learning systems and creating training and procedures for those that provide support for the solution.

Providing second or third-level technical support as last contact before vendor gets involved.

Designing, implementing, and maintaining District-wide learning systems and educational tools.

Establishing procedures for most effective use of these tools.

Achieving, maintaining, and providing "expert-level" technical support for learning systems and educations tools.

Creating and communicate standardized procedures and troubleshooting steps.

Directing the work of others to accomplish the goal, during troubleshooting or project work.

Collaborating with Coordinator reviewing performance and training needs.

Providing work direction, training, and instruction to tech support staff, including Tech Support Specialists, Tech ESP's, and staff that support technology in buildings.

Installing, diagnosing, repairing, maintaining, and upgrading all learning systems and educational tools.

Providing first-level troubleshooting of network-related issues.

Documenting daily activities on a work order.

Providing remote and on-site technical support and maintenance for learning systems and educations tools in classrooms, offices, and other facilities as needed to ensure optimal classroom performance and minimizing downtime.

Documenting daily activity in the appropriate work ticket tracking system.

Building and managing the relationship with our vendors to insure we maximize the relationship and benefits of their solutions.

Determining when contact with vendor is needed for designing, installing, upgrading, and troubleshooting.

Using input from vendor and internal sources, determine the best possible time to upgrade or perform maintenance.

Creating project plans and managing the project to completion, include reporting.

Collaborating with vendors to analyze options and provide the best possible solution or upgrade of system software or hardware. Insure that maximum benefits are being provided by technology solutions.

Coordinating upgrades and deployment with vendor and District calendar to insure minimal disruption.

Discovering, analyzing and resolving district-wide technology problems and prevent future re-occurrence. Preventing system-wide problems.

Collaborating with others to analyze and resolve problems.

Establishing and performing preventive maintenance to prevent problems.

Consulting with vendor as needed.

Minimum qualifications include:
Minimum of associate degree or a two-year college or technical school along with 3 years of prior related work experience OR eight years of related experience. Experience should include: work direction, training, report writing, word processing, spreadsheets, and working with application end users and software.

Knowledge, skills, and abilities include: Detailed operational use of learning systems (Google, Schoology, Seesaw, Clever)

Familiarity with single sign-on applications/tools

Mobile device knowledge (Chromebooks/iPads)

General office computer hardware and office equipment.

Quality control and quality assurance techniques and procedures

Writing processes and directing others on how to follow processes

Advanced (expert-level) technology troubleshooting procedures

Researching solutions to complicated technical problems

Providing exceptional customer service

Operating computers and other technology, and a variety of software, at an expert level

Troubleshooting very complex technology problems in a methodical and logical manner, knowing when to escalate to vendor

Prioritizing a constantly changing work load

Working independently and in a team

Learning new skills and communicating those to others

Effective communications, listening, verbal and written; expressing technical terms and situations to technical and non-technical customers

Organizing details; managing time effectively

Preferred qualifications include: Bachelor's Degree Preferred Coursework in Computer Science or a closely related field.

Salary: View classification on Pages 2 - 3, Section 1, salary grid on Pages 3 - 4, Section 2 of the Hourly Technical
Job type or FTE: Full-Time, Full-Year
Bargaining unit: Hourly Technical
Desired start date: ASAP

Osseo Area Schools offers: Meaningful and impactful work

Opportunities to grow professionally

A variety of benefits

Summer opportunities

and more

Equal Employment Opportunity Statement:
Osseo Area School District ISD 279 is an Equal Opportunity, and veteran-friendly employer.
Osseo Area School District ISD 279 ensures equal employment opportunities regardless of race, creed, gender, color, national origin, religion, age, sexual orientation or disability. Osseo Area School District is committed to a workforce that reflects the diversity of the district and strongly encourages persons to apply who can strengthen our diversity. For more information, view the District's Equal Opportunity and Prohibition Against Discrimination, Harassment and Violence Policy.
Veteran's Preference: If you are an eligible veteran, please submit a legible copy of your DD214 with your application.
Accommodation: If you have a disability that requires an accommodation during the selection process, please email Human Resources at (url removed) or call (phone number removed).

Background Check Upon Conditional Offer:
Background checks are conducted upon receiving a conditional offer. Employees must complete a background check and are responsible for the background fee. A passing background is required. Criminal convictions are reviewed on a case-by-case basis.