Job Details

Serve as the secondary level of support between the campuses and offices and the Information Technology (IT) Department, ensuring seamless communication and IT service delivery. This role provides level II on-site troubleshooting and remote technical support for staff, maintaining district standards, procedures, and objectives. Responsibilities include troubleshooting, responding, solving and documenting IT tickets and requests, offering second-level technical support for devices including computers, printers, speakers, displays, applications, accounts, access and more. District Technicians play a critical role in maintaining operational continuity and delivering high-quality technology support across the district.

Qualifications:

Education/Certification:

• High School diploma or GED required; bachelor's degree preferred.
• Technical certifications, including CompTIA A+, Network+, Microsoft certifications, or Google Workspace certifications highly desired.

Special Knowledge/Skills:

• Proficient in intermediate to advanced troubleshooting of hardware and software issues.
• Solid understanding of computer hardware, software applications, and learning technology tools.
• Hands-on experience with intermediate to advanced technical support for computer systems and devices.
• Strong interpersonal and communication skills, with the ability to work effectively with staff, and other team members.

Experience:

• 2 years of experience with computer workstation configuration and setup.
• 2 years of experience with computer hardware and software applications.
• 2 years of experience with customer service help desk or equivalent experience.

Major Responsibilities and Duties:

• Thoroughly document support tickets, analyze ticket data to ensure timely resolution, and monitor for potential backlogs to prevent accumulation.
• Install, update, and configure software applications and systems.
• Relocate, install, and configure computer hardware, peripherals, and equipment as needed

• Assist in the installation, maintenance, troubleshooting, and repair of data communication circuits and equipment.
• Diagnose and repair hardware, including printers, terminals, and personal computers.
• Perform preventive maintenance on equipment and assist with yearly reimage projects.
• Maintain accurate records of preventive maintenance, repairs, and materials in the help desk system.
• Resolve technical support tickets within established service level agreements (SLAs).
• Analyze and resolve technology issues using logical problem-solving and creativity.
• Provide in-person, phone, and remote technical support, including user training when necessary.
• Collaborate with end-users to detect and resolve hardware issues promptly.
• Communicate effectively with District IT personnel and vendors to resolve technical problems.
• Deliver exceptional customer service while maintaining a professional demeanor.
• Adapt to changes in technology, procedures, and practices as needed.
• Stay informed about emerging technology trends and pursue relevant certifications.
• Participate in after-hours support, system upgrades, special projects, and other assigned duties.
• Contribute to the technical team by sharing knowledge, updating documentation, and participating in team meetings.
• Assist with maintaining and updating the district's technology inventory and replenishing essential supplies.
• Monitor IT systems, including Wi-Fi, network clients, and security, using various platforms.
• Support inventory management by moving, loading, unloading, and delivering equipment to schools and departments.
• Perform other duties as assigned.

Supervisory Responsibilities:

None.

Customer Care Skills:

• Communicate professionally with students, parents, community members, staff, and other stakeholders at all times.
• Practice proper phone etiquette by speaking slowly and clearly, taking accurate messages, and directing inquiries to the appropriate staff member.
• Demonstrate exceptional customer service through eye contact, facial expressions, tone of voice, body language, and a willingness to "go the extra mile."
• Respond to all information requests promptly and ensure timely follow-up as needed.
• Foster a welcoming, service-oriented environment for both internal and external customers.

Mental Demands/Physical Demands:

Tools/Equipment Used: Standard office equipment including personal computer and peripherals.

Posture: Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting

Motion: Repetitive hand motions including frequent keyboarding and use of mouse; occasional reaching

Lifting: Occasional light lifting and carrying

Environment: May work prolonged or irregular hours; frequent districtwide travel; occasional statewide travel and out-of-state travel

Mental Demands: Work with frequent interruptions, maintain emotional control under stress

Salary:
Pay Grade TG02, $197.70 - $239.75 daily rate, commensurate with experience according to District salary schedule.

Days:
226