Technical Support Specialist

Position: Technical Support Specialist

Category: Classified Exempt

Location: Technology Center

Reports To: Systems Support Supervisor

SUMMARY: The Technical Support Specialist's (TSS) role is to ensure proper computer and application operation so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help request (incidents). Incident resolution will involve the use of diagnostics and help request tracking tools. A TSS will need to work with the impacted individual to provide in person and remote assistance. The scope of troubleshooting includes the need to diagnose issues with endpoint device network connectivity, operating system functionality, application functionality, and peripheral access and functionality. This role also needs to understand automation of device and application deployment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Support all NSD PCs and peripherals
• Support all NSD Server Systems
• Understand Operating System Deployment best practices
• Understand Application Deployment best practices
• Perform preventative maintenance on all technology-based devices
• Install, modify, upgrade and repair all technological devices, both hardware and software, including contacting appropriate service contractors when applicable as well as repairing and replacing defective mechanical or electrical parts
• Field incoming help requests from end users via supported channels (e.g. phone, email, chat, self-service) in a courteous manner.

• Observe and identify current or potential problems within technological systems
• Repair hardware and software and recommend solutions to technical problems
• Recommend system modifications and necessary user training to extend the life of existing systems
• Work with District Communications Team in maintaining/updating Distrtict web page(s)
• Aid in administering the district’s networks
• Assist in administering the network user population
• Add, maintain, or restrict user accounts and monitor network usage
• Help administer access to the internet
• Reduce risk of exposure to offensive material and monitor and filter access to the internet to appropriate sites
• Maintain and upgrade users’ access to the internet
• Aid in administering district e-mail accounts
• Add or upgrade user information as necessary, monitor account usage and maintain e-mail connection to the internet
• Support NSD network login and user account needs
• Answer technology-related inquiries in person, over the phone, email
• Give clear instructions and explain technology problems in non-technical terms
• Assume responsibility for his or her continuing professional growth and development by such efforts as attendance at training or in-services
• Seek assistance should emergencies arise
• Represent the school district in a positive manner
• Know and follow school district policy and chain of command
• Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES: None

QUALIFICATION REQUIREMENTS:

To perform the 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.

EDUCATION AND/OR EXPERIENCE:

• High School diploma required
• Two to four years of related office experience or business field preferred or equivalent combination of education and experience.

KNOWLEDGE, SKILLS & ABILITIES:

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Application of troubleshooting best practices and methods
• Extensive experience & knowledge of computer system and application support
• Extensive knowledge of Microsoft Office Applications, Apps, and Office 365

• Extensive experience & knowledge in the use of computer operating systems such as Apple OS X, iOS, Microsoft Windows, Windows Server
• Extensive experience in mobile device management
• Working knowledge of a range of diagnostic utilities
• Experience managing devices with Microsoft System Center Configuration Manager
• Articulate and communicate effectively with persons within and outside the Nampa School District

• Professional and confidential when dealing with school staff and the public.
• Ability to work effectively as a team member
• Consistently demonstrates the ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary; organize job functions and work area to be able to effectively complete varied assignments within established time frame
• Identify and learn appropriate software and hardware used and supported by the organization.

COMMUNICATION SKILLS:

Ability to provide general district information and respond to questions from administrators, managers, employees, customers, and/or the general public in a professional and pleasant manner.

PROBLEM SOLVING SKILLS:

Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.

PRODUCTIVITY/EFFICIENCY SKILLS:

Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary; organize job functions and work area to be able to effectively complete varied assignments within established time frame.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute hourly, daily, and contractual rates.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral and diagram form.

OTHER SKILLS AND ABILITIES:

Knowledge of a variety of computer software applications in word processing, spreadsheets (Excel), database (Access) required; presentation software preferred; alpha and chronological order for personnel file maintenance.

PHYSICAL DEMANDS:

The physical demands 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.

While performing the duties of this job, the employee is continuously required to sit; occasionally walk and stand and reach with hands and arms; occasionally lift and carry up to 50 pounds. Specific vision abilities required by this job includes close vision; very good depth perception; and the ability to communicate through speech.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individual’s disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside and meets deadlines with severe time constraints in a fast paced environment on a daily, weekly and monthly basis.

TERMS OF EMPLOYMENT:

248 calendar assignment

Nampa School District #131 is an equal opportunity employer/educator with an alcohol, drug and tobacco free environment, and does not unlawfully discriminate in employment. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodations to the application and/or interview process should notify a representative of the organization. The information contained in this job posting is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned. The employment relationship with the District is of an “at will” nature, which means that the Employee may resign at any time and the Employer may discharge the Employee at any time with or without cause.