Level Two Technology Support Technician

Description

Position Summary :

The Level 2 Technology Service Technician is a coordinating member of Allegheny Intermediate Unit Technology Services department. The work of this position ensures the effective support of Technology Service requests including incident, problem and change management. A focus should be on customer service, building relationships with stakeholders and working collaboratively with both internal and external support staff.

Duties and Responsibilities :

• Coordinate the AIU Service Desk including assessment of current ticket status, allocation of work orders, assisting with escalation as required, and ensuring effective communication with end users.
• Assist department leadership in administering the ITSM ticketing tool to ensure effective processes, accurate reporting and continuously improving the user experience.
• Provide end-user support to remedy computer, audio / visual, basic network, printing, and other technology related issues in a timely and professional manner, solutions may be provided remotely or onsite as appropriate
• Work collaboratively with stakeholders to schedule and manage daily workload and special projects.
• Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions.
• Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.
• Responsible for assisting and following the purchasing process, configuring and installing new devices, and assisting with inventory management
• Assisting and communicating with the other Technology Services staff as appropriate, may include providing backup support on some networking systems and provide written documentation and network diagrams as requested
• Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and / or network updates.
• Participates in research and development initiatives and provides assistance in the implementation of new technologies.
• Responsible for communicating the status of Help Desk requests to users via ticketing system, phone, email, and other channels on an ongoing basis and following service level commitments.
• Planning and conducting staff development related to the use of hardware and productivity software (Mac OS, IOS, Android, Windows, MS Office365, Google Workspace, etc.). Training may be conducted in a classroom setting, one-on-one and other forms as necessary
• Provides an exemplary and professional interface between the AIU and all customers by sending and receiving email, phone, and in person communications to ensure that information flow is accurate, timely, and professional
• Assist or perform backup duties in such areas as student information system, phone system, account automation, Office 365 or website as requested
• Maintains competency and enhances professional growth and development through continuing education and conferences
• Supports the AIU and district Board Policies, Procedures, and District Guidelines and best practices with respect to Digital Citizenship and Information Security and Safety
• The Technology Support Technician Level II will assist the CTO and IT Service Delivery Manager on projects and other tasks as requested.

Qualifications

Qualifications :

1. Associate Degree with five years of applicable technical work experience, or High School graduate with a minimum of five years applicable technical work experience

2. Minimum of three years of experience supporting at least one of the following : Microsoft Office, Office365, Google Workspace for Education

3. Experience in K12 education highly preferred with the following technologies : Apple Mac OS, IOS, Android, Chrome OS, Google Workspace for Education, iPads and Chromebooks

4. Support experience with at least three of the following educational technology and audio visual tools required : interactive display boards, LCD projectors, scanners, document cameras, Web 2.0 and Zoom conferencing

5. CompTIA Network and A Certification preferred

6. Intermediate to advanced proficiency supporting Windows OS client computing environments

7. Ability to troubleshoot basic networking issues and understand basic Microsoft Active Directory concepts

8. Working experience with VOIP voice systems, video surveillance, door security and visitor background check systems is preferred

9. Self-starter with exemplary customer service skills to complement proven multitasking abilities

10. Ability to provide effective support to all levels of the organization

Primary Location

US-PA-Homestead

Work Locations

Central Office

475 East Waterfront Drive

Homestead 15120

Technology Services

Organization

Allegheny Intermediate Unit

Schedule

Regular

Shift

Standard

Job Type

Full-time

Day Job

Job Posting

Feb 7, 2025, 2 : 28 : 31 PM