Technical Support Specialist 1.0 FTE

Technical Support Specialist

QUALIFICATIONS:

1. Minimum of AA technical degree or three years of experience, BA or equivalent preferred.
2. Experience with customer service and/or client support is strongly preferred.
3. Demonstrable organizational and communications skills.
4. Working knowledge of Windows, Chrome, Mac, and mobile operating systems, hardware and software troubleshooting, A/V technologies, wired and wireless networking, hardware repair, and K-12 industry-specific software platforms.
5. Basic knowledge of computer networks, including wireless networks.
6. Basic knowledge of Active Directory or other directory frameworks.
7. Experience working with ticketing systems preferred.
8. Experience with device management systems, MECM, Google Admin, and JAMF, preferred.
9. Ability to follow procedures and documentation of work performed.
10. Ability to work with minimal supervision.
11. A commitment to ethical practices and to maintaining the highest standards of confidentiality in dealing with sensitive data and proprietary information.

REPORTS TO: Client Services Manager

JOB GOALS: To provide outstanding support for district technology equipment and services in a manner that is professional and positively engages district staff, students, and other groups. Operates and maintains the district help desk by serving as a primary point of contact for IT issues, troubleshoots problems, and provides support remotely or on-site.

PERFORMANCE RESPONSIBILITIES:

1. Provide desktop support (hardware and software) to all district personnel via phone, email, chat, and on-site.
2. Utilize the district's technology support ticketing system to prioritize, respond to, update, escalate, and enter technology support requests.
3. Provide hardware repair services for district computers, audio-visual equipment, mobile devices, and other technology equipment.
4. Provide support, including hardware and software deployment, installation, troubleshooting, and other general services for all technology equipment.
5. Maintain and update device inventories for technology equipment, including the district's non-deployed equipment pool.
6. Maintain records of equipment sent for repair, document repairs, and file insurance and warranty claims per the guidelines established by the Client Services Manager.
7. Perform basic network troubleshooting.
8. May be assigned on a temporary or continuing basis to oversee and supervise interns, student technicians, and seasonal employees.
9. Participate in departmental and other meetings as directed by a supervisor.
10. Participate in training and professional development opportunities, as directed by a supervisor or as sought out by the employee.
11. Other duties as assigned.

TERMS OF EMPLOYMENT:

1. Year-round (12-month) position
2. 8 hours per day, Monday - Friday during the school year, with four 10-hour days during the summer months
3. Must possess a valid U.S. Driver's License
4. Starting wage of $24.54 per hour depending on education, experience, certifications, and qualifications.

EVALUATION: Performance of this job will be evaluated in accordance with provisions of the Board's policy on Evaluation of Professional Personnel.