FLSA Status: Non-exempt

Grade: 10 (Educational Support)

Revision Date: June 10, 2024

Location: Central Office

Job Summary

Under the direction of the Supervisor of Technology Support Services, performs specialized work. Work involves implementing, maintaining, servicing and monitoring computer hardware (desktops, laptops and mobile computing devices), associated peripherals, applications and network connectivity. Position carries out installation, testing, and technical tasks in support of computer hardware (desktops, laptops and mobile computing devices), associated peripherals, applications and network connectivity. Position provides professional, courteous and timely customer service to staff and students. The work can be assigned to a site or dispatched from the help desk.

Duties and Responsibilities

• Installs and tests computer hardware, network connectivity, applications, peripherals and other computer related components/equipment.
• Maintains, repairs, upgrades, and enhances computer hardware, software, peripherals and other computer related components/equipment.
• Performs system level diagnostics and preventative maintenance to ensure computer hardware, network connectivity, applications, and associated peripherals are operational.
• Responds to emergency work requests; troubleshoots system failures and errors; diagnoses, isolates, and resolves system related problems ensuring timely results and minimal disruption of operations.
• Skilled in the use of tools and equipment employed in testing and repairing of equipment.
• Responds to questions and needs of end-users concerning supported systems.
• Interacts with other departmental team members to troubleshoot and resolve system-level problems.
• Updates system documentation to record installations, upgrades, configurations, etc.
• Utilizes appropriate safety equipment in the performance of duties.
• Assures all items are appropriately tagged and updated in the division inventory system.
• Tracks all work performed in the help desk work order system.
• Travels to and from school’s/work sites in the performance of duties.
• May assist in training others.
• Maintains an attractive, orderly, and healthy learning/computing environment within computer labs, network/head-end room and assigned work space
• Conforms to all departmental procedures and policies.
• Models the WJCC Strategic Plan Values: Individualism, Integrity, Innovation, Accountability and Collaboration.

• Performs other duties as assigned.

Minimum Qualifications (Knowledge, Skills and/or Abilities Required)

• High school graduate required.
• Two (2) years of experience to include industry certifications that provide the noted knowledge, skills, and, abilities to perform the essential duties. 
• Must possess a significant knowledge of the operation and repair and the principles and practices used in the configuration, installation, testing, and maintenance of computer systems, operating systems, collaborative applications, printers, display projectors, and printers
• Experience with general networking of systems.
• Proven excellent communication skills, experienced in supporting various PC generations, and experienced in the use and support of all versions of Microsoft Windows Operating Systems, Office Suite, and use of the Internet.
• Must be able to apply professional customer service in what can be highly stressful situations while maintaining a professional composure. 
• Must be able to properly explain to non-technical internal and external customers the proper use of computer hardware and software, as well as providing explanations of repair work in a non-technical manner.
• Must possess strong troubleshooting skills and the ability to diagnose/resolve computer system, application and associated peripheral problems.
• Must possess strong skills in the use of the instruments and tools of the trade.
• Must possess the ability to interpret and apply specialized technical manuals and reference materials.
• Must possess the ability to prioritize tasks in order of importance; work independently and as a team member; and establish and maintain effective working relationships with co-workers and end-users.
• Valid driver’s license.

Supervision Exercised

None.

Supervision Received

Performs duties under the supervision of the Supervisor of Technology Services.

Working Conditions and Physical Requirements

Must be comfortable in performing repetitive, sometimes mundane tasks as well as being able to quickly switch from one task to another as situations warrant. Must be comfortable working alone, as well as in front of groups of people. Must be able to maintain a highly professional demeanor in sometimes extremely stressful situations. Must be comfortable in instructing other employees in the use of complex/technical equipment and software applications. Must be able to lift up to 50 lbs. Must be able to safely climb and work from a step ladder (up to 8 feet) and reach over-head. Must be able to squat and work below desks/tables. Must be able to complete repetitive motions, use a keyboard and/or mouse, and perform repetitive tasks. Must have eye-site and hearing in accordance with DMV regulations to be able to maintain a valid driver’s license. Frequently exposed to electrical shock hazards while working on computers and related equipment.