Technology Support Specialist

Perform configuration, repair and maintenance of all District-related technology components while providing end-user training and support .

QUALIFICATIONS:
Education/Certification:

• High school diploma required; Bachelor's degree in Computer Science or related field preferred.

• A+, N+ , Dell,or Microsoft certification preferred.

• Apple Certification or Apple Certification completed within one year of employment.

• Must possess a valid Texas driver's license and clean driving record.

Special Knowledge/Skills:

• Proficient in Microsoft Windows and Apple operating systems, including hardware and software applications.

• Ability to analyze, troubleshoot, and resolve computer hardware/software issues, as well as broadcast and audio system problems.

• Knowledge of Local and Wide-Area-Networks.

• Basic understanding of cybersecurity concepts, including threat detection, threat prevention, and role-based access control.

• Strong organizational, communication, and interpersonal skills.

• Ability to establish and maintain cooperative and effective working relationships.

• Ability to establish priority ordering of tasks necessary to complete a project with minimal supervision and convey these understandings and priorities to others.
EXPERIENCE:

• Three years of technical support experience preferred.

• Experience with the support of network based computers, applications and printers.

• Experience with the support of audio and broadcast equipment.

• Experience with the support of wireless networks.
MAJOR DUTIES AND RESPONSIBILITIES: Technical Specialization

Helpdesk

• Serve as the first point of contact for customers seeking technical assistance via chat, email (using helpdesk system), or phone.

• Triage new tickets

• Direct unresolved issues to the appropriate level of support.

• Train other staff members (both internal and external) on troubleshooting or diagnosing problems.

• Remotely access hardware or software for clients to make changes and fix problems.

• Run reports to analyze common complaints or problems.

• Manage apps and profiles to mobile device management system (MDM).

AV Support

• Troubleshoot audio visual equipment, TVs, projectors, sound, and broadcast systems.

• Collaborate with a variety of internal and external parties (e.g. administrators, teachers, engineers, technicians, managers, etc.) for the purpose of providing and/or receiving information and ensuring project success.

• Coordinate work between infrastructure, technology support, network, and other department teams to ensure effective communication and collaboration on all audio visual projects.

• Monitor installations, configuring and maintaining audio visual services and equipment for the purpose of meeting customer requirements.

• Provides consultative services on the operation of the equipment.

• Maintains repair records.

Network/Security

• Install network hardware and cabling; diagnose and resolve network-related issues.

• Maintain equipment for data communications networks including computer hardware, software, and data communications equipment.

• Educate users about cybersecurity, install security software, and monitor networks for security breaches.

• Assist the Network Engineer(s) in problem investigation and resolution and network application evaluation.

• Assist the Network Security Engineer to maintain the District's cybersecurity protocols.

Technical Support

• Provide advanced support to identify, diagnose, and resolve problems for end-users

• Utilize the helpdesk system to track service responses and resolutions, ensuring timely ticket closure.

• Effectively and efficiently utilize district technology resources in order to install and configure supported district hardware and software.

• Identify, diagnose and resolve problems for end-users in person, by phone or remote support as needed.

• Assist all district functions that require the use of technology.

• Be able to interact positively with demanding users in customer service situations.

Administrative Functions

• Provide training of various software and hardware applications to end-users as needed.

• Write and/or revise user training manuals, knowledge base, and procedures for end-users as required.

• Maintain organization, cleanliness, labeling and safety of all technology hardware in the department and warehouse areas.

• Attend all technology related meetings designated by the Senior Technology Support Specialist or Executive Director of Technology.

Records, Reports and Correspondence

• Maintain accurate records and inventory of district technology assets.

• Follow established asset and software tracking procedures.

• Comply with policies established by federal and state law, the State Board of Education, and the local board policy.

• Maintain security and confidentiality of district communication and data.

Communication

• Demonstrate skill in conflict resolution with administrators, parents and educators.

• Equipment Used:

• Computers and associated peripherals, printers,various technology devices, and small hand tools.

• Must have a personal vehicle in order to visit various CISD buildings and be willing and able to move equipment in his or her vehicle. When transporting larger orders, the department vehicle may be used.

Working Conditions:

• The majority of the job responsibilities for this position will occur within an indoor office and/or campus environment.

• T he employee will occasionally be required to engage in labor in buildings without air conditioning.

• The employee must be willing to work in alternative locations and environments as needed.

Mental Demands/Physical Demands/Environmental Factors:

• Repetitive hand motions and prolonged use of computer; lifting and moving of heavy equipment; stooping, bending, and kneeling.

• Lift, carry, push and/or pull items of up to 50 lbs. on a daily basis.

• Prolonged and irregular hours as needed.

• Maintain professionalism under stress.

• Districtwide travel required.

• Meet deadlines as defined.

• Hear and speak to exchange information in person and/or on the telephone.

• Accurately perceive sound, near and far vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

• Sit or stand for extended periods of time.
START DATE: 3/13/25