Instructional Support Technician

https://docs.google.com/document/d/14SEUXgfqULBIkrdQykCos8j1wubIjuV08AxMQXtW5pk/edit?usp=sharing

POSITION: Instructional Support Technician (I, II or III)

LOCATION: Administrative Services Building (Face-to-face)

TERMS: 12 months per school year/FLSA Non-Exempt

DESCRIPTION: An employee in this position provides desktop technical support by servicing computer hardware and software needs for all school system students and staff. Typically, this employee will provide first response support from the system level for the maintenance and operation of computers, software, and networks at the building level. Employee may have multiple sites to maintain.

QUALIFICATIONS:

KNOWLEDGE, SKILLS, AND ABILITIES

• 
  Extensive knowledge of Microsoft desktop operating systems (i.e. Windows 7, Windows 10) and Microsoft Office desktop suite;
• Extensive knowledge of computer hardware;
• Knowledge of basic network infrastructure design to assist in troubleshooting issues;
• Effective oral and written communication skills;
• Excellent customer service skills;
• Outstanding organizational and time management skills;
• Proven ability to troubleshoot, diagnose and resolve PC hardware/software issues;
• Ability to function effectively within a team environment and to work independently without close supervision;
• Ability to establish and maintain effective working relationships with school system staff, students, contractors, and vendors.

• Basic Active Directory Knowledge.

EDUCATION, TRAINING, AND EXPERIENCE

• Experience as an IT Technician or related position with eighteen months of experience;
• Graduation from a two-year college or technical school and eighteen months of experience;
• Associate’s degree in a relevant technology field (Preferred);
• Experience with imaging processes;
• Experience supporting windows-based PC/laptop systems and apple products;
• Experience with Windows server environments;
• Experience supporting windows-based PC/laptop systems;
• Working knowledge of Windows Active Directory basics;
• Dell Certification within 90 days of employment;
• Industry certifications such as (one preferred for Tech I or two are preferred for Tech II and III):
• • MOS: Microsoft Office Specialist;
  • MTA: Microsoft Technology Associate;
  • MCDST: Microsoft Certified Desktop Support Technician;
  • Cisco Certified Network Associate (CCNA);
  • Cisco Certified Technician (CCT);
  • Google Certification;
• A Certification (Required for Tech III)
• Other combinations of applicable education, training, and experience which provide the knowledge, skills, and abilities necessary to perform effectively in the position may be considered.

CERTIFICATION AND LICENSE REQUIREMENTS

• Must hold and maintain a valid motor vehicle operator’s license according to the State of North Carolina requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides technical support to include troubleshooting and repair for classrooms, labs, and faculty and office personnel.
• Troubleshoots, images, and configures laptops and desktop computers using industry standard processes and tools.
• Troubleshoots network connectivity issues and works with appropriate departmental staff to ensure resolution.
• Troubleshoots and/or installs software and technology related peripheral devices and works with appropriate departmental staff as needed to ensure resolution..
• Escalates problems to higher level technical support.
• Ensures adherence to software licensing by working directly with schools.
• Performs installations of basic hardware components, as requested.
• Basic Active Directory Changes; password resets, transfers and account creations.
• Monitors assigned work orders to ensure timely completion.
• Maintains accurate, detailed, timely and customer-focused documentation of all assigned issues in the Vance County Schools work order system.
• Maintains an up-to-date inventory of all technology equipment.
• Advises customers on technology equipment purchases and retirement or disposal of out-of-date technology equipment.
• Acts as the liaison between Technology Support Services and end-user by answering questions and relaying district standards and procedures.
• Works in a team environment on special projects (school conversions/upgrades) as requested.
• Complies with all VCS standards, procedures and processes.
• Attends classes and seminars to enhance knowledge of equipment and operating systems.
• Performs other related duties as assigned.

WORKING CONDITIONS:
PHYSICAL ENVIRONMENT

• Must be able to use a variety of office equipment such as telephones, computers, scanners, and copiers. At times, requires the ability to lift, carry, push, pull or otherwise move objects up to 50 pounds. Due to the amount of time spent standing and/or walking, physical requirements are consistent with those for sedentary work. The work requires activities frequently involving driving automotive equipment.

WORK ENVIRONMENT

• Must be able to work in an office environment and come into direct contact with school system staff, students, and vendors.

This specification has been designated to represent the general nature and level of work found in positions in this class. As such, it is not intended to contain all of the duties and qualifications required of an employee in a single position (job). Consequently, it is not to be perceived as a position (job) description or as identification of essential functions as required by ADA.

APPLY: Employees may submit a letter of interest/resume to:

Vance County Schools, Human Resource Department via:

Fax: (252) 430-7710

Email: chjennings@vcs.k12.nc.us or Courier Mail