L1 IT Support Technician

Onsite L1 IT/End User Support Technician

JOB POSITION : TECHNICAL SUPPORT REPRESENTATIVE LEVEL I

MINIMUM QUALIFICATIONS:

1. High School Diploma
2. Associates degree in Computer Science, Information Technology, or similar discipline would be advantageous.
3. 10 hours of post-secondary coursework, preferably in technology or a related field required.
4. Any of the following nationally recognized certifications may be used in lieu of degree at the Director of Technologies discretion (A , Network , Security , CCNA, or similar certification).
5. One year of related experience can substitute for the required 10 hours at the Director of Technologies discretion.
6. One year of experience working with hardware and software installation, repair and support.
7. Experience working with training adults preferred.
8. Such alternatives to the above qualifications as the Director of Technology may find appropriate and acceptable.

SUPERVISOR: Technical Support Supervisor and the Director of Technology

JOB GOAL: Effectively use resources to assist the Director of Technology , Technical Support Supervisor, Systems Engineers, Network Engineers, and Digital Media Engineers in the installation, maintenance, and management of the Carlsbad Municipal Schools Districts hardware, software, network systems, and Audio-Visual systems.

ESSENTIAL JOB FUNCTIONS:

• Researches parts, equipment, hardware and other technology needs and communicates requirements to the Technology Support Supervisor.
• Completes work assignments and ensures all work is completed correctly and efficiently.
• Keeps customers informed of project status when necessary and communicates up, down and laterally when problems are encountered.
• Maintains technology help desk system and ensures jobs are completed as assigned based on the priority set by the Technology Support Supervisor.
• Provides for the application of systems analysis techniques and procedures, including consulting with staff users, to determine hardware, software, or system functional specifications.
• Provides for the design, development, documentation, analysis, creation, testing or modification of district computer systems or programs related to user or system design specifications.
• Provides for the testing or modification of computer programs as they relate to district machine operating systems.
• Ensures the installation, setup, repair and support of personal computer and network software.
• Trains personnel as needed in the use of hardware, software and network assets.
• Provides for preventive maintenance of personal computer and network systems.
• Maintains the district warranty/repair process.
• Assists the Network Administrator and Systems Administrator as needed.
• Travels to various sites to provide assistance as needed.
• Cross trains in application and network functions

ADDITIONAL JOB FUNCTIONS:

1. Requires some after-hours and weekend work depending on the situation.
2. May require work-from-home during non-traditional scenarios.
3. Requires highest-levels of customer support and interaction to provide first-class service and support for all technology needs to meet educational requirements.
4. Such other functions as directed by the Director of Technology, or the Superintendent.

PHYSICAL REQUIREMENTS AND DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
In the sections that follow, the frequency categories are defined as