Specialist - Information Technology Support

Jeffco Public Schools (Jeffco) is located in Jefferson County, Colorado. It is the second largest school district in Colorado serving 69,000 students across 155 schools. With 14,000 employees, the district is the largest employer in Jefferson County and has provided educational excellence for more than 70 years.

Jeffco embraces the spirit of the West and the natural beauty of the Rocky Mountain region with the county spanning more than 770 square miles running the length of the western edge of the Denver metropolitan area. The district is diverse in both population and geography, from urban to rural, including the mountain communities in the foothills west of Denver.

Overall, Jeffco has 31% of students that qualify for free and reduced lunch, an indicator of poverty, and 34% minority (25% Hispanic) student population. The district is implementing a new strategic plan, Jeffco Thrives 2025 that is focused on providing a world-class education that prepares all Jeffco students for bright and successful futures as local and global citizens. Come join us!

Jeffco Public Schools is a Single-State Employer. All candidates hired by Jeffco Public Schools must reside within the state of Colorado.

The Information Technology (IT) division supports the district?s mission and vision by providing technology-based services and support focused on digital equity, enabling secure and effective data culture, and future-focused sustainability. The IT division's major services areas include infrastructure & network, enterprise client management, school-based site support, educational technologies, a centralized service center, device support and repair, business technology services, student technology services, information security, integration and identity services, enterprise data warehouse, and digital media tools. This department houses approximately 150 individuals that provide centralized technical services to the district. Approximately 30% of IT staff work with schools, students, and community members day-to-day.

Spec - Info Tech Support
Annual Position
FLSA: Exempt
FTE: 1.00000 , Hours/Day: 8.000 , Days/Year: Year Round
Salary Plan, Grade, Step: Information Technology , N03, 1
Min-Mid Annual Salary Range: $76,794.00 - $91,996.00 Effective as of: 06-16-2024

Compensation schedules for Jeffco Schools can be found here. Starting salary for non-licensed roles is based on the candidate's relevant work experience and education. Additional considerations may be given for job-specific certifications and skills. Applicants should submit all relevant and verifiable education, training and work experiences at the time of application. Starting Salary for licensed educators is based on the step and lane schedule found here.

The successful new hire or rehired candidate will be responsible to complete and incur the fingerprinting and processing fee of $54.50 through an appropriate fingerprinting vendor and the Colorado Bureau of Investigation, within 48 hours of offer acceptance.

SUMMARY Provide effective production support of devices that connect to the District Infrastructure including accurate problem identification, troubleshooting, and ticket documentation. Effective queue and ticket management achieving first-call resolution (FCR) in a timely manner. Proven experience in a customer service capacity providing excellent support and communication with clients and follow-up on all open and pending tickets.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Provide critical support to schools in making decisions for technology purchases and the technology environment for schools and departments by recommend technology (hardware and software) purchases based on goals and/or system functionality requirements.

Actively participate in school and department based Technology Committee meetings.

Diagnose, research and resolve advanced technical issues on supported client and server hardware, operating systems and applications.

Troubleshoot, repair, install, configure and upgrade computer hardware components.

Maintain practical computing and networking security knowledge.

Proficiency and understanding of computer management system including imaging processes, software deployment, patching, and remote control.

Possess knowledge of mobile technology management, configuration and troubleshooting.

Develop, document, test, and modify computer systems based on user request or specifications.

Assist in the monitoring and maintenance of supported end user technology equipment to ensure optimal performance.

Perform server hardware installation, maintenance and repairs. Maintain working knowledge of server virtualization technologies including Vmware.

Possess and maintain knowledge of wired and wireless networking fundamentals to perform advanced physical and network connectivity troubleshooting.

Knowledge of and the ability to utilize common network troubleshooting tools to perform client connectivity troubleshooting.

Provide process and second level technical guidance to Enterprise Client Technology Services Site based technologists.

Assist senior staff in the testing of new technologies for future implementation and enhancements.

Collaborate with central IT staff and provide assistance with relevant projects and tasks.

Provide critical technical link for schools/departments in the evaluation, prioritization and processing of work orders.

Perform group and one on-one-training for Site based Technologists.

Create and publish technical documentation.

Assist Schools and Site techs with asset inventory updates and provide process information.

Other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE 3 years professional experience in advanced computer hardware and software troubleshooting. 1 year experience with using a work order system to complete assignments in a timely manner. Experience in a customer support role required.

EDUCATION AND TRAINING Bachelor's degree in computer science, information systems or related field. Equivalent experience and certifications will be considered.

CERTIFICATES, LICENSES, REGISTRATIONS Network Plus/A certification helpful/preferred. Microsoft Certified Solutions Associate (MCSA) preferred. Other certifications will be considered.

SKILLS, KNOWLEDGE, & EQUIPMENT Provide effective production support including accurate problem identification, troubleshooting, and ticket documentation. Strong organizational and time management skills. Achieve first-call resolution in a timely manner. Experience performing remote support. Strong analytical and problem resolution skills with a working knowledge of Microsoft products (windows OS, outlook, office suite, etc.) Awareness and working knowledge of security technology, local security, network security, and application security preferred.

DECISION MAKING Responsible for School based support of District devices connectivity to District enterprise resources and the reliable access to these environments. Critical decisions are made daily that impact students and staff of the District. Errors could potentially result in substantial embarrassment and/or cost to the District.

COMMUNITY RELATIONS Daily contact with classified staff within/outside department to discuss routine internal matters, obtain/furnish information, resolve routine corrections/adjustments, and interpret policy. Weekly contact with professional staff within department to discuss routine internal matters, obtain/furnish information, and resolve routine corrections/adjustments; and school support team, vendors, contractors, and engineers to discuss routine internal matters, obtain/furnish information, resolve routine corrections/adjustments, and negotiate controversial matters. Monthly contact with professional staff outside department to discuss routine internal matters, obtain/furnish information, resolve routine corrections/adjustments, interpret policy, and maintain relationships; with the general public and community members to discuss routine internal matters, obtain/furnish information, resolve routine corrections/adjustments, interpret policy, recommend policy and negotiate controversial matters.

SPAN OF CONTROL This position does not have supervisory responsibilities.

EDUCATIONAL DELIVERY Provide support services for Educational Technology, Educational Resources, Staff Development, training, Transportation, Special Education, Health Services, Human Resources, and all employees, students, teachers, and administrators. Assist Sr. Technology Support Specialist with the desktop client support. Configure file access, printers and network connectivity on Windows OS client computers. Must have a working knowledge and understanding of Windows desktop operating systems as well as Microsoft productivity tools. The majority of time is spent at school sites.

COMPLEXITY OF WORK Perform desktop OS installations/upgrades migrating user-related data and settings. Configure device drivers to enable a client computer to connect to District services. Configure file access, printers and network connectivity on Windows OS client computers. Optimize and maintain the performance and reliability of client devices. Must have skills and abilities required to troubleshoot startup/login issues on a Windows operating system, troubleshoot client-configuration failures, and group policy application issues as well as hardware device/driver and performance issues. Troubleshoot all aspects of network connectivity both wired and wireless environments as well as operating and application issues. Must have a thorough understanding of Windows desktop systems as well as end-to-end deployment processes for District standard hardware and applications.

The physical demands, mental functions, and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, or crouch; and talk or hear. The employee must occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

MENTAL FUNCTIONS While performing the duties of this job, the employee is regularly required to compare, analyze, communicate, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile, and negotiate.

WORK ENVIRONMENT While performing the duties of this job, the employee is occasionally exposed due to working in data centers and construction areas to wet or humid conditions; work near moving mechanical parts, work in high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outdoor weather conditions; extreme cold (non-weather); extreme heat (non-weather); risk of electrical shock; work with explosives; risk of radiation, and vibration. The noise level in the work environment is usually moderate.

Jeffco Salary Schedules

Jeffco Benefits

The Jefferson County School District does not discriminate on the basis of disability, race, color, creed, religion, national origin, age, sexual orientation, marital status, political affiliation, pregnancy, or gender.