JOB STATUS: OPEN
POSTING DATE: 02/08/2024
CLOSING DATE: 03/29/2024 05:00 PM
POSTING NUMBER: 00002431
LOCATION: Technology
POSITION TITLE: Technology Support Specialist
PAY SCHEDULE / GRADE: Nonexempt/Pay Grade 402
HOURS PER DAY: 8
PRIMARY PURPOSE:
Perform configuration, repair and maintenance of all District related technology components and provide training to system users.
QUALIFICATIONS:
Education/Certification:

• High school diploma required; Bachelor’s degree in Computer Science or related field preferred.
• A , N , Dell, Apple or Microsoft certification preferred.
• Must possess a valid Texas driver’s license and clean driving record.

Special Knowledge/Skills:

• Knowledge of Microsoft Windows based operating systems, hardware and software applications.
• Knowledge of Apple operating systems, hardware and software applications.
• Ability to analyze, troubleshoot and resolve computer hardware and software problems.
• Ability to analyze, troubleshoot and resolve, broadcast and audio system problems.
• Knowledge of Local and Wide-Area-Networks.
• Strong organizational, communication and interpersonal skills.
• Ability to establish and maintain cooperative and effective working relationships.
• Ability to establish priority ordering of tasks necessary to complete a project with minimal supervision and convey these understandings and priorities to others.

EXPERIENCE:

• Three years of technical support experience preferred.
• Experience with the support of network based computers, applications and printers.
• Experience with the support of audio and broadcast equipment.
• Experience with the support of wireless networks.

MAJOR DUTIES AND RESPONSIBILITIES:
Technical Specialization
Helpdesk
Serve as the first point of contact for customers seeking technical assistance via chat, email (using help desk system), or phone.
Triage new tickets
Direct unresolved issues to the appropriate level of support.
Train other staff members (both internal and external) on troubleshooting or diagnosing problems.
Remotely access hardware or software for clients to make changes and fix problems.
Run reports to analyze common complaints or problems.
Manage apps and profiles to mobile device management system (MDM).
Repair/Inventory
Maintain and keep adequate supplies of all repair-related items.
Work with external vendors for repair/replacement of broken devices.
Ship devices to and receive from external vendors as often as needed.
Maintain a current knowledge of all repair processes including workflows, vendor contracts, warranties, and device repair strategies.
Organize and maintain the salvage of old and non-repairable devices in the Technology warehouse, which includes properly updating the asset inventory system as well as the appropriate device management systems
Periodically audit all consumable inventory items and notify the appropriate person when items need to be ordered.
Oversee the loading and unloading of trucks and deliveries in the warehouse as needed.
AV Support
Analyze and repair audio visual equipment, TVs, projectors, sound and broadcast systems.
Collaborate with a variety of internal and external parties (e.g. administrators, teachers, engineers, technicians, managers, etc.) for the purpose of providing and/or receiving information and ensuring project success.
Coordinate work between infrastructure, technology support, network and other department teams to ensure effective communication and collaboration on all audio visual projects.
Monitor installations, configuring and maintaining audio visual services and equipment for the purpose of meeting customer requirements.
Provides and oversees onsite repairs.
Maintains an inventory of basic repair parts.
Provides consultative services on the operation of the equipment.
Maintains repair records.
Network/Security
Install network hardware components and cables.
Analyze and fix network-related problems.
Maintain equipment for data communications networks including computer hardware, software, and data communications equipment.
Perform necessary upgrades to the network infrastructure as needed.
Educate users about cybersecurity, install security software, monitor networks for security breaches, and respond to cyber attacks.
Assist the network engineer(s) in network design, implementation, problem investigation and resolution, and network application evaluation.
Assist the network security engineer to maintain the District’s cybersecurity policy.
Technical Support
Provide advanced support to identify, diagnose and resolve problems for end-users
Utilize helpdesk system in order to track service response and resolution.
Effectively and efficiently utilize District technology resources in order to install and configure supported district hardware and software.
Identify, diagnose and resolve problems for end-users in person, by phone or remote support as needed.
Assist all District functions that require the use of technology.
Be able to interact positively with demanding users in customer service situations.
Administrative Functions
Provide training of various software and hardware applications to end-users as needed.
Write and/or revise user training manuals and procedures for end-users as required.
Act as the district liaison with vendors employed for contracted services.
Maintain organization, cleanliness, labeling and safety of all technology hardware in the department and warehouse areas.
Attend all technology related meetings designated by the Technical Support Manager or Director of Technical Services.
Records, Reports and Correspondence
Maintain accurate records and inventory of district technology.
Follow all asset and software tracking procedures.
Comply with policies established by federal and state law, the State Board of Education, and the local board policy.
Maintain security and confidentiality of district communication and data.
Classroom Management and Organization
Maintain data and systems to facilitate classroom management district-wide.
Communication
Demonstrate skill in conflict resolution with administrators, parents and educators.
Receive telephone calls and assist with end-users to resolve problems.
Work cooperatively with end-users to assist in the detection of any hardware or software problems.
Effectively communicate complex concepts with vendors, co-workers, and management both verbally and in writing.
Promote departmental culture of customer service through frequent communication, positive relationships and prompt support.
Model appropriate behavior and display professional conduct when interacting with students and staff.
Collaborate with others in a team environment.
Professional Growth and Development
Proactively seek new learning opportunities to keep abreast of technology innovations.
Develop professional skills appropriate to job assignment.
Help mentor, train, and develop teammates.
Other
Follow established safety procedures and techniques to perform job duties, including lifting, climbing and carrying. Operate tools and equipment according to prescribed safety procedures.
Demonstrate professional, ethical, and responsible behavior.
Promote team culture and trust by being approachable, teachable, and empathetic.
Respond to updated SLA documents as needed.
Assist the Executive Director of Technology, Director of Technical Services as required.
All other duties as assigned.
Supervisory Responsibilities:
None
WORKING_CONDITIONS:
Equipment Used:
Computers and associated peripherals, printers, battery backup systems (UPS), data switches, various technology devices, and small hand tools.
Must provide own basic tools to disassemble and reassemble computers, laptops, tablets, and printers.
Must have a personal vehicle in order to visit various CISD buildings and be willing and able to move equipment in his or her vehicle. When transporting larger orders, the department vehicle may be used.
Working Conditions:
The majority of the job responsibilities for this position will occur within an indoor office and/or campus environment.
The employee will occasionally be required to engage in labor in buildings without air conditioning.
The employee must be willing to work in alternative locations and environments as needed.
Mental Demands/Physical Demands/Environmental Factors:
Repetitive hand motions and prolonged use of computer; lifting and moving of heavy equipment; stooping, bending, and kneeling.
Lift, carry, push and/or pull items of up to 50 lbs. on a daily basis.
Prolonged and irregular hours as needed.
Maintain professionalism under stress.
Districtwide travel required.
Meet deadlines as defined.
Hear and speak to exchange information in person and/or on the telephone.
Accurately perceive sound, near and far vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Sit or stand for extended periods of time.
START DATE: 02/26/2024