Information Technology Specialist II

FLSA Status: Non-exempt

Grade: 10 (Educational Support)

Revision Date: June 10, 2024

Location: Central Office

Job Summary

This position is responsible for maintaining computers, printers, projectors, and other related technology equipment as assigned in the school and administrative buildings. The ITS-II is a junior-level position.

Duties and Responsibilities

• Performs all traditional support of a technology equipment technician for common fixes for hardware and software problems; setup of new computers, printers, and peripheral equipment, installs and configures common applications such as Microsoft Office and other division supported software. Primary function includes installing, repairing/upgrading, and configuring PC hardware, software, and peripherals. Supports network users experiencing desktop, network, and printing problems. Responds to trouble calls in a professional and courteous manner.
• Responds promptly to all items assigned in the division ticketing/helpdesk system and provides timely updates for each ticket as assigned tickets have a change in status.
• Assures all items are appropriately tagged and updated in the division inventory system.
• Identifies and submits requests for parts to the Lead Technician, and dispatches, via the Helpdesk, to the next level of tech support all technical difficulties beyond means or capabilities.
• Maintains an attractive, orderly, and healthy learning/computing environment within computer labs, network/head-end room and assigned work space; organizes and maintains computer parts, manuals, etc.
• Applies successful industry practices in these four areas: operations, customer support, resource utilization and stewardship.
• Models the WJCC Strategic Plan Values: Individualism, Integrity, Innovation, Accountability and Collaboration.
• Performs other duties as assigned.

Minimum Qualifications (Knowledge, Skills and/or Abilities Required)

• High school graduate required.
• Two (2) years of experience in supporting various computer/peripheral generations, and experience in the use and support of all versions of Microsoft Windows operating systems, office application suites, and use of the internet.
• Experience with general networking of systems.
• CompTIA A or higher level of certification required, proven additional level of experience may substitute. Proven excellent communication skills, experienced in supporting various PC generations, and experienced in the use and support of all versions of Microsoft Windows Operating Systems, Office Suite, and use of the Internet.
• Valid driver’s license.
• Certification in or proven work toward the CompTIA Network and/or Microsoft Certified Professional (MCP) certification preferred.
• Technical Skills – Ability to use various hand tools (screwdriver, pliers, etc.) to disassemble and re-assemble computers, printers, and other related peripheral equipment. Ability to apply extended troubleshooting guidelines to properly diagnose and repair computer and related equipment problems. Ability to install, configure, and apply various computer software applications and operating systems. Ability to properly connect, configure, and manipulate related computer parts, equipment, and peripherals.
• Motor Skills – Extensive hand-eye coordination is required to make use of hand tools, install various computer and electronic parts, ability to safely work in and around electronic equipment.
• Interpersonal Skills - Must be able to maintain a professional relationship with other employees in various roles at all times. Must be able to apply professional customer service in what can be highly stressful situations while maintaining a professional composure. Must be able to properly explain to non-technical internal and external customers the proper use of computer hardware and software, as well as providing explanations of repair work in a non-technical manner.

Supervision Exercised

None.

Supervision Received

Performs duties under the supervision of the Lead Technician.

Working Conditions and Physical Requirements

Must be comfortable in performing repetitive, sometimes mundane tasks as well as being able to quickly switch from one task to another as situations warrant. Must be comfortable working alone, as well as in front of groups of people. Must be able to maintain a highly professional demeanor in sometimes extremely stressful situations. Must be comfortable in instructing other employees in the use of complex/technical equipment and software applications. Must be able to lift up to 50 lbs. Must be able to safely climb and work from a step ladder (up to 8 feet) and reach over-head. Must be able to squat and work below desks/tables. Must be able to complete repetitive motions, use a keyboard and/or mouse, and perform repetitive tasks. Must have eye-site and hearing in accordance with DMV regulations to be able to maintain a valid driver’s license. Frequently exposed to electrical shock hazards while working on computers and related equipment.