GENERAL FUNCTION
Under the supervision of the support services manager and lead technician, the IT SupportTechnician is responsible for providing building-wide technical support in all assigned locations. Responsibilities include installation and set-up of individual computers and networked labs, installation and set-up of software and documentation preparation. Provides training, assistance and troubleshooting for all aspects of user reported technical problems. Such support includes technology based instructional systems in labs, media centers, classrooms and administrative office systems.
ESSENTIAL FUNCTIONS
- Act as a Level II technician to troubleshoot and maintain all technology and related systems including hardware, software, peripheral devices, etc. Visit assigned school(s) and locations on a regular basis.
- Provide in-person and remote technical support, training, and assistance to District personnel in assigned schools/buildings.
- Install and configure individual computers, computer labs, software, peripheral devices, etc. Coordinate, maintain, troubleshoot and ensures basic connectivity and communication to the network, wireless security management system, and/or server, as needed.
- Provide training, assistance, troubleshooting and resolution to all aspects of user-reported technical problems at assigned facilities. Prioritize work, maintain records to track and update technical repair requests, provide follow-up and escalate problems to appropriate higher level, as needed.
- Conduct training for teachers and other personnel in proper use of an individual computer system or computer lab (e.g. instructional and productivity software, print servers, file servers and the management system).
- Assist with server, wired network and wireless network installation, basic level setup, configuration, maintenance, and technical support.
- Assist in tracking hardware, software, and applicable licensing information; address software licensing issues, as needed.
- Perform back-up and retrieval processes for assigned area as needed.
- Research and recommend technology needs, evaluates old technology and determines technology replacement options.
- Prepare troubleshooting and support documentation to assist teachers and other school staff in solving problems in the labs, classrooms, media center and offices related to their technology needs.
- Travel throughout the District as needed. Will use own transportation to travel to locations.
- Plan and implement technology projects as assigned.
- This position requires punctual and regular daily attendance at assigned location.
NON-ESSENTIAL FUNCTIONS
- Assist with the maintenance of technical support team and/or school websites.
- Keep current on hardware and software technology. Attend trainings and meetings as approved.
- May serve on related school technology committees as requested.
- Other duties as assigned.
QUALIFICATION REQUIREMENTS
- Incumbent must be fingerprinted and clear a criminal background check.
Minimum Job Qualifications:
- Requires a High school diploma, GED or equivalent as reviewed by the Department of Human Resources. Verification may be requested.
- Requires an Associate’s Degree with successful completion of courses in computer repair, electronic technology, computer information systems or equivalent areas of study PLUS two years of successful related job experience or an equivalent combination of education and experience.
- Must successfully complete in-house (or other) training in instructional technology to become competent in the installation and servicing of administrative and education specific software.
- Must be proficient and skilled at analyzing, diagnosing and repairing personal computers, terminals, networks, and computer peripherals.
- Requires proven skill in set up, maintenance, troubleshooting and repairing network problems, both hardware and software.
- Must demonstrate competence in reading, writing and math.
- Requires knowledge and ability with spreadsheets, word processing and databases.
- Requires proficiency in document development and maintenance.
- Requires ability to resolve many user problems daily and make recommendations to supervisor regarding systems, software, and equipment.
- Requires strong interpersonal skills. Interacts with teachers, department staff, District administrators, principals and school and office staff.
- Requires ability to handle stress of emergencies where deadlines are involved.
- Must be self-motivated and proactive in completing tasks with minimal direction.
- Required to travel to District schools or other locations using own transportation.
Machines, Tools & Equipment Used:
- Standard office machines and equipment, computer hardware and software, printers, servers, and related peripheral equipment.
Physical Requirements – Not limited to the following:
- Frequent carrying up to 30 pounds and lifting from floor to waist of up to 40 pounds. Occasional floor to shoulder lift up to 70 pounds and gripping up to 60 pounds.
- Frequent crawling, driving a vehicle, fine motor dexterity.
- Occasional kneeling up to one hour and using hand tools.
- Occasional, continuous typing and using a mouse up to five hours.
- Occasionally required to climb a ladder.
