2024-2025 Information Technology Technician

**Retirement is through TMRS and not TRS**

Job Title: Information Technology Technician                                  Wage/ Status: Non-Exempt

Reports to: Deputy Director of Information Technology                   Revised: February 2025       

Department: Information Technology

General Job Summary

The Information Technology Technician position is critical to the success of Westlake Academy and the Town of Westlake, working closely with staff, teachers, school operations team members, and students to ensure access to and availability of all systems managed and maintained by the Information Technology Department, including hardware, software, systems, including audio-visual (AV) equipment. Under the general supervision of the Deputy Director of Information Technology, the Information Technology Technician is responsible for day-to-day technical support of hardware, software and systems for Westlake Academy and the Town of Westlake municipal operations as needed.  This position requires learning multiple systems and carrying out responsibilities for municipal and academic functions: analyzing, installing, diagnosing, repairing, maintaining, configuring, testing, and upgrading software, hardware, and related systems. 

Minimum Qualifications

Education:

• An associate’s degree in information systems, computer science, business administration or a related field, or at least two (2) years of equivalent education and experience that provides the required knowledge, skills and abilities.

Experience:

• Preferred two (2) years of technical software and hardware support experience.

Technical Expertise:

• Preferred - Proficiency with enterprise and educational applications, including Laserfiche, Google Workspace, Microsoft Office 365, and learning management systems (LMS).

Knowledge, Skills and Abilities:

• Ability to read and understand technical manuals pertaining to the use and repair of computer components.
• Strong analytical and reading comprehension Use a systematic approach in solving problems through analysis of the problem and evaluating alternate solutions; use logic and other problem-solving tools in data analysis and generating solutions.
• Strong interpersonal and customer service skills; friendly and outgoing.
• Exceptional verbal and written communication skills; Ability to communicate technical information to staff outside of the IT Department.
• Excellent organizational skills and attention to detail; ability to prioritize.
• Ability to act with integrity and professionalism; maintain high confidentiality.
• Ability to work independently with limited supervision.
• Ability to work on many projects simultaneously and be flexible with changing priorities.
• Ability to establish and maintain effective working relationships and provide excellent customer service to students, employees, elected officials, department heads, residents, and the general public.
• Excellent work ethic.

Performance Responsibilities

General Expectations for All Employees:

For our Westlake team to serve our customers (internal and external) with superior services that are accessible, efficient, cost-effective, and transparent, we hold these expectations for all employees:

• Learn and demonstrate an understanding of how team, department, and Town (municipal and academic) goals are interconnected.
• Contribute to a positive work culture and maintain confidentiality.
• Ability to assess personal work performance and/or the work performance of the team.
• Contribute to the development of others and/or the overall organization.
• Ability and willingness to work in a collaborative environment to demonstrate team skills, and to perform a fair share of team responsibilities.
• Ability to continuously learn and develop through a mix of internal and external training opportunities, and when applicable, encourage and/or mentor teammates to do the same.

Systems Support:

• Provide positive customer support and troubleshooting assistance via phone, email, remote, and in-person.
• Prepare assets for deployment and delivery.
• Perform hands-on fixes, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Prioritize, schedule, and escalate resolutions to problems; design, analyze and evaluate documented resolutions, test fixes to ensure the problem has been adequately resolved.
• Monitor and manage all open Help Desk tickets. Ensure tickets are acknowledged, updated, and resolved.
• Perform a variety of service desk-related tasks, including but not limited to software releases and rollouts according to best practices.
• Contribute to developing new solutions to frequently occurring problems.
• Assure functionality, compatibility, and performance of technology and AV systems.
• Ensure effective communications and resolution of technology and AV issues.
• Provide technical support for meetings and events to ensure that all technical and AV resources are functional for the duration of the meeting or event.

Other Duties and Responsibilities

Perform other duties as assigned.

Evaluation

The performance of this job will be evaluated annually by the Deputy Director of Information Technology.

Physical Demands/Environmental Factors

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

Tools/Equipment: Standard office equipment including personal computer and peripherals. Requires the ability to maintain effective audio-visual discrimination and perception for making observations, operating assigned equipment, and communicating with others.

Posture: Prolonged sitting, occasional standing, kneeling/squatting, bending/stooping, pushing/pulling, and twisting.

Motion: Repetitive hand motion; frequent keyboarding and use of a mouse; regular walking, grasping/squeezing, wrist flexion/extension and reaching.

Lifting: Occasional light lifting and carrying (up to 50 pounds).

Environment: Work inside, may work outside.

Mental Demands: Work with frequent interruptions; maintain emotional control under stress; may work prolonged or irregular hours.

DISCLAIMER

This position description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees for this job.

Salary : $58,675 - $71,877