Lead Support Technician (1.0 FTE, 12 months)

BALTIMORE COUNTY PUBLIC SCHOOLS

JOB TITLE: Lead Support Technician- Pulaski Park Office of Technology

(7- 1.0 positions to be filled)

REPORTS TO: Director of Technology

GRADE: 12 (Full-time; 12 months)

Starting Salary: $24.26 to $40.10 per hour, per the ESPBC- Educational Support Professionals of Baltimore County payscale effective July 1, 2017

DEFINITION: This position provides the technical support to staff and students in order to ensure a properly functioning computing environment. The incumbent maintains the existing technology environment and performs troubleshooting tasks. Additionally, end user training for staff and students will be performed. The Lead Support Technician acts as one of the second level supports for technology needs and requirements.

Examples Of Duties

• Communicate effectively with all levels of customers including administrators, staff, students and vendors.
• Translate complicated technical issues into understandable terminology to train and develop user skills and abilities.
• Coordinates the installation and support of new hardware along with accompanying software. Coordinates the installation and configuration of applications and other supported software packages.
• Tests new releases for supported systems. Coordinates with vendors when necessary.
• Troubleshoots and provides expert diagnostics and maintenance of supported systems. Escalates issues and problems that are not resolvable by the technician as necessary. Provides second level support on the help desk as needed.
• Coordinates the repair of student and teacher laptop computers including performing advanced repair procedures.
• Provides consultation and/or training to teachers, staff and students on the operation of technology equipment and software packages.
• Researches and recommends new technologies and appropriate solutions to improve system functionality and client satisfaction.
• Integrates knowledge and skills from a range of technologies to address work assignments and problems of moderate complexity.
• Contributes to leadership and planning for new technologies and other TSS projects.
• Provides training and mentoring to junior or newly hired DoIT Support Technicians under the direction of the TSS Leadership.
• Serves on committees as requested by TSS Leadership.
• Assists with and performs network related audits.
• Records activities in the work order system. Updates/Creates internal supported system documentation.
• Performs other duties as assigned?
  
  

MINIMUM QUALIFICATIONS:

Education, Training, And Experience

Associates degree or equivalent college credits required. Minimum of five (5) years’ experience installing, upgrading, troubleshooting and maintaining device software. Experience with Windows and Apple hardware and software platforms highly preferred. Bachelor’s degree preferred.

Note: Other combination of applicable education, training, and experience which provide the knowledge, skills and abilities necessary to perform effectively in the position, may be considered.

Licenses And Certificates

Possession of a valid class C Maryland driver's license or an equivalent is required (required license must be maintained throughout employment in this position).

A certification required or would be required to obtain within 12 months of hire into the classification.

Certifications related to above job duties, such as Microsoft Certified Professional, Microsoft Desktop Support, Network certification preferred.

Certifications such as CompTIA, Cisco Certified Network Associate (CCNA), Aerohive Certified Wireless Administrator (ACWA) preferred.

Physical And Environmental Conditions

The duties of this class entail the lifting and carrying of objects such as computers, printers, and related system hardware components of up to 50 lbs. Duties entail frequent visits to school and office sites throughout Baltimore County in personal vehicle.

Conditions Of Employment

Full-time; 12-month

The work of this classification is essentially sedentary, but may involve occasional walking, standing, lifting, carrying, and other limited physical activity. Some positions require frequent operation of office machinery such as computer keyboards.

FLSA: Non-exempt

Eligible for the Baltimore County Retirement System

Citizenship, residency or work VISA in United States required.

NON-DISCRIMINATION STATEMENT

The Board of Education of Baltimore County does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, or veteran status in matters affecting employment or in providing access to educational programs or activities and provides equal access to the Boy Scouts and other designated youth groups. Inquiries regarding the Board’s nondiscrimination policies should be directed to: EEO Officer, Office of Equal Employment Opportunity, Baltimore County Public Schools, 6901 Charles Street, Building B, Towson, Maryland 21204 (443-809-8937). There is a compliance officer responsible for identifying, preventing, and remedying prohibited harassment concerning students. Complaints of harassment should be directed to the executive director, Department of School Safety and Security, 9610 Pulaski Park Drive, Suite 219, Baltimore, Maryland 21220 (443-809-4360).

Application Instructions

Please read and carefully follow the instructions provided below.

• Applicants are required to have a completed application on file for employment with the Baltimore County Public Schools.
• Professional references must be submitted to complete your application. Examples of professional references include current and former managers, supervisors, mentors and/or university/college supervisors. Personal references from colleagues, friends, community members, etc. will not be accepted.
• Be sure to account for all periods of employment and unemployment and include names, addresses, and telephone numbers of employers.
• Be sure to answer all criminal background questions. If you answer "yes" to any of the criminal background questions you must provide a written explanation. A criminal offense does not necessarily exclude an applicant from employment with BCPS. Factors such as passage of time since the offense, the nature of the violation, and the extent of rehabilitation will be taken into consideration.
  
  

Pre-Employment Requirements:

• All persons employed by the Baltimore County Public Schools, regular and temporary, are required to be fingerprinted and have a criminal background investigation (State of Maryland, Senate Bill 315, effective October 1, 1986) completed. The fee charged for fingerprinting is $67.75. An identification card will be issued which must be shown prior to employment.
• Anyone offered employment is required to provide proper identification and documentation of eligibility for employment in the US.
• If you have military experience you will be asked to provide a copy of DD214.
• Official transcripts for all higher education must be received prior to hire.
• Some positions will require employees to undergo a physical examination and/or drug testing.
• All newly hired personnel must attend a Badges and Benefits session.
• Additional job verification will be required for salary credit.
  
  

Contact Information

Roger L. Plunkett, Ph.D.

Human Resources Officer

6901 North Charles Street, E Building

Towson, Maryland 21204

Phone: 443.809.7870

Fax: 410.887.7876

Email: rplunkett@bcps.org