Tier 2 Tech Support 8 HRS

Salary: See Position Description
Location : ITSC - TECHNOLOGY SERVICES, WA
Job Type: Please see Job Description
Job Number: TS24-05822
Department: Classified
Division: Technology Services
Opening Date: 05/05/2025
Closing Date: 5/9/2025 5:00 PM Pacific

Description
As a Spokane Public Schools staff member, you'll uphold our commitment to creating a loving and collaborative learning community where all students belong and thrive. We are looking for team members who embrace differences, have a desire to work with a diverse community of learners, have a heart for the humans they serve, work as a team, grow and reflect through feedback, are lifelong learners and positive problem solvers.

Provide computer, mobile device, network and application support for the wide range of district owned instructional technology to over 4,000 Spokane Public School employees in over 60 district facilities. Strong customer service skills are required. This position will help maintain an accurate inventory of received technology items, timely preparation of new technology, plus setup of new technology equipment within Spokane Public Schools. Serve as a first responder to technology issues, conduct initial troubleshooting, resolve, or escalate the issue to the appropriate team.

• Hours/Day: 8
• Continuing Role
• Anticipated Start Date: ASAP
• Benefits Medical/Dental/Vision through SEBB (School Employee Benefits Board) are provided for employees who work at least 630 hours per academic year.
• Additional benefits may include vacation, sick, personal days, and paid holidays.
• Often, positions have additional pay provisions above what is represented on the salary schedule, all in accordance with the applicable collective bargaining agreements (if applicable) as negotiated.

SALARY: Level 5 on the Technology Services Salary Schedule. Experience increments depend on experience in the same or similar position. Promotion or transfer placements will be determined by percentage of increase and consideration of appropriate experience credit. Click here to view current salary schedule for this position.

Responsibilities

1. Provide technical assistance and support for all district staff and students in determining the cause of computer or mobile device problems through thoughtful and planned evaluation.
2. Install and service District Technology, including mobile devices, computers, printers, scanners, and audio/visual equipment.
3. Collaborate on technology projects with Technology Services and other departments.
4. Collaborate with team members and ITSC Leadership to accomplish major seasonal projects, and multi-site equipment deployment goals
5. Troubleshoot technology software/hardware issues in person escalating issues when either a documented solution cannot be found, or available troubleshooting methods are unable to resolve the issue.
6. Ensure minimal down time and greatest student and staff productivity while providing excellent customer service.
7. Should interact with each incident within 12 hours of receiving the assignment.
8. Accurately document actions and comments prior to completion or escalation of service tickets.
9. Utilize documentation for resolution of technology issues.
10. Check existing documentation for errors and report them to higher support tiers.
11. Escalate technology issues based on complexity and documentation availability.
12. Support the ITSC warehouse in receiving new or surplus equipment.
13. Transport damaged and repaired technology devices between hardware repair and end user.
14. Maintain a clean and safe work environment.
15. Follow protocols for personal identification and check-in process at all District sites.
16. Collaborate with Incident Management to restore service as fast as possible.
17. Communicate incident trends to Problem Management.
18. Work independently of close supervision concurrently on more than one task.
19. Other related duties as assigned.

Qualifications
Required Qualifications:

1. High school diploma or equivalent required.
2. 4-5 years of experience supporting technology in a large multisite organization required.
   1. A two - four year technical degree may be substituted for two years of experience.
   2. A current industry standard technology certification may be substituted for up to one year of higher education.
3. Ability to provide excellent customer service while supporting a variety of user skills and abilities.
4. Ability to demonstrate a positive attitude when working with unfamiliar hardware or software problems.
5. Experience providing technology user support remotely and in person.
6. Experience troubleshooting computer software and hardware (desktop, laptop, and mobile device) technology issues.
7. Experience with Microsoft Windows operating systems, including Office 365 and Exchange e-mail services.
8. Experience in Ethernet, Lan/Wan and wireless network environments.
9. Ability to identify and prioritize tasks in support of highest priorities.
10. Must be able to work as a member of a team in a positive and professional manner.
11. Effectively communicate with users at all organizational levels.
12. Ability to lift 50 pounds.
13. Ability to work overtime as required, including early mornings evenings and weekends. may be required.
14. Possess a valid driver's license, insurable and have reliable transportation to travel to/from work and between work sites.
15. Demonstrated ability to work effectively with a diverse group of students, teachers, parents, and administrators while maintaining confidentiality.
16. Relates positively to youth and adults of varying socioeconomic, cultural, and ethnic backgrounds.
17. Experience supporting technology in a Windows network environment.

Desired Qualifications:

1. Work experience in a school environment is beneficial.
2. Experience with computer software management solutions such as SCCM.
3. Comptia A+ certification.
4. Comptia Security+ certification
5. ITIL Foundations or Similar industry standard best practices certification
6. Comptia Net+ certification.
7. Microsoft 365 Fundamentals certification
8. Microsoft Azure Fundamentals certification
9. Microsoft Office Certifications
10. Microsoft 365 Modern Desktop Administrator Associate
11. Experience with school related student applications (PowerSchool, Destiny, Clever, Mosaic, and BusinessPLUS).
12. Experience supporting mobile device platforms for use in classrooms. (Such as iOS, Android, Windows).
13. Experience supporting O365 applications.

Additional Information

1. Work Schedule - Days and hours (listed above) are subject to change depending on program and district needs.
2. Stipends, Leave Accruals and Holidays - Stipends, leaves and paid holidays are in accordance with the applicable collective bargaining agreement as negotiated.
3. Benefits Highlights:
   • The administers health insurance and other benefits for employees of Washington's school districts who are in benefit eligible positions (at least half-time/20 hours per week in a regular position).
     • Multiple medical plans offered from various providers such as Kaiser Permanente WA, Premera Blue Cross, and the Uniform Medical Plan (for example) to fit your needs for varying cost and care options. Vision and Dental plan options, as well as standard Life and AD&D insurance are offered at no cost to the employee. The SEBB program also offers additional employee paid benefits like Dependent Care Assistance Program (DCAP), supplemental Life and AD&D, Long-Term Disability insurance, and Medical Flexible Spending Arrangement (FSA).
   • Benefit eligible Spokane Public Schools employees and their dependent family members have access to free, confidential counseling, consultation and referral services through the Employee Assistance Program.
   • School District Employees participate in the Washington State Department of Retirement Systems (DRS) public pension plan. Employees can choose from a lifetime retirement pension plan or a hybrid pension and investment plan that contributes between 5% and 15% of wages to retirement. When employees meet plan requirements and retire, they are guaranteed a monthly benefit for the rest of their life from the employer-funded pension.
     • Employees can also participate in voluntary savings programs to increase retirement savings such as the DRS Deferred Compensation Program or by participating in a 403(b) retirement plan through the District's plan manager, OMNI.
   • See more about employee benefits at
4. A fingerprint background check is required for all prospective employees

Spokane Public Schools complies with all federal and state rules and regulations and does not discriminate in the admission, treatment, employment, or access to its programs or activities on the basis of age, sex, marital status, race, color, creed, national origin, the presence of any sensory, mental, or physical disability, to the use of a trained guide or service animal by a person with a disability, sexual orientation including gender expression or gender identity, or honorably discharged veteran or military status . click apply for full job details