Support technician

ROLE AND PURPOSE :

The primary responsibility of this role is to work as part of a team to provide a single point of contact for all campus staff to assist and resolve problems relating to computer-related services.

This position is responsible for campus technology support, technology problem evaluation, management of technology-related work orders and inventory of District technology equipment.

QUALIFICATIONS :

Education / Certification :

• High School diploma or GED (required)
• A certification required or must be able to obtain A certification within one (1) year of employment
• Two (2) or more years of relevant work experience in a technical support position (preferred)

Special Knowledge / Skills :

• Knowledge of computer hardware, software applications, peripherals, and ability to troubleshoot these devices
• Knowledge of various operating systems (Windows, Mac, iOS, ChromeOS, etc.)
• Knowledge of district software applications
• Ability to detect and resolve technical or technology-related problems
• Exceptional organizational, communication and interpersonal skills
• Exceptional customer service skills
• Experience with inventory processes preferred
• Experience with SaaS, including Microsoft Office 365 and Google GSuite
• Problem-solving abilities
• Willingness to work with children, school personnel and community
• Self-motivated / directed
• Good communication and interpersonal skills

General :

• Must exhibit a personality that demonstrates interpersonal skills to relate well with students, staff, administration, parents, and the community
• Be able to communicate effectively with all stakeholders, both orally and in writing, including principles of English and grammar usage
• Be able to work interactively with customers, staff, and vendors
• Display ethical and professional behavior while working with district personnel, students, parents, and outside agencies associated with the district
• Model behavior that aligns with organizational culture and climate expectations
• Demonstrate a positive attitude and the ability to work as a member of a team
• Self-motivated and works effectively under minimal supervision
• Be able to articulate technical issues in a concise manner
• Exercises discretion regarding matters of sensitive or confidential nature
• Exercises proper judgement and creativity in making decisions
• Demonstrate the ability to read and interpret data

MAJOR RESPONSIBILITIES AND DUTIES :

Primary Duties :

• Actively resolve escalated end-user Service Requests, Incidents and Problems, within established SLAs
• Act as an escalation point for advanced or difficult Service Requests, Incidents and Problems
• Escalate Incidents and Problems with accurate documentation to suitable technician or vendor, according to Technology policies and procedures
• Reinforce SLAs to manage end-user expectations
• Liaise with department heads and end-users to define, identify procedures and establish documentation needs for hardware and software
• Analyze IT project requirements to determine types of documents and support needed
• Plan, design, research, write, and edit a range of documents, including user guides, manuals, technical specifications, training materials, user policies, and proposals, for both print and online media to create unified and consistent support documentation
• Review and maintain all training documents, materials and support documentation
• Contribute to technician knowledge base and training as needed
• Post software updates, drivers, knowledge base articles, and frequently asked questions resources in our Knowledge Base, to assist in problem resolution
• Provide support when request volumes are high
• Alert management to emerging trends in incidents and follow outage procedures
• Assist in software releases and rollouts according Release Management best practices
• Develop help sheets and FAQ lists for end-users
• Collaborate with systems and development staff to collect and interpret technical information
• Create and deploy feedback mechanisms for end users
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
• Provide support for the testing of new and existing software applications under development or consideration for purchase
• Identify and learn appropriate software applications used and supported by the district
• Perform such other duties and assume such other responsibilities as may, from time to time, be assigned.

Additional Duties :

• Participate in department & district planning to ensure the effective use of all technologies being implemented in the school district
• Perform knowledge transfer sessions with team members as needed
• Participate in appropriate training, in-service and workshop programs, and attend any required meetings
• Promote and maintain open and effective communication, and maintain positive morale among department, district, and campus employees
• Protect confidentiality of records and information gained as part of exercising professional duties and use discretion when sharing any such information within legal confines
• Display ethical and professional behavior while working with district personnel, students, parents, and outside agencies associated with the district
• Continually look for ways to improve processes and procedures that result in increased efficiency
• Report to supervisor(s) to provide support and recommendations for identified issues, projects, and initiatives
• Perform other job-related duties as assigned

Occasionally (0-33% of day, 0-32 repetitions)

Frequently (34-66% of day, 33-200 repetitions)

Constantly (67-100% of day, >

200 repetitions)

WORKING / ENVIRONMENTAL CONDITIONS :

Mental Demands :

Ability to communicate effectively (verbal and written); interprets policy, procedures and data; coordinates district functions;

maintains emotional control under stress

• Ability to use leadership skills to provide direction and conflict resolution
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk;

sit; lift, stand, bend, use hands for fine manipulation, handle or feel and reach with hands and arms using a keyboard and video display terminal.

The employee is occasionally required to stand and stoop, kneel, or crouch. The employee must maintain emotional control under stress.

The employee must occasionally lift and / or move up to 35 pounds. Specific vision abilities required by this job include close vision.

The employee must have suitable and reliable transportation allowing them to travel to and from schools and other district locations.

The employee must have the ability to climb ladders and use lifting equipment. The work environment is a standard office setting including standard office equipment (fax, copier, phone, computer, 10-key, etc.

The noise level in the work environment is usually low to moderate.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Last updated : 2024-11-13