IT Specialist II – Team Lead – Technical Operations Support

Reports to: Executive Director – Customer Service
PC#: 5383- 6
Pay Grade: 702
Salary Range: $49,987-$60,083
Duty Days: 240
FLSA Status: Non- Exempt

Position Purpose

Responsible for providing support for Refresh projects, new technology implementation, reallocations, and pre-purchase data for technology hardware. Collaborates with other stakeholders to provide a recommendation. Works to resolve trending technology issues. Assists Customer Service staff that have been assigned Administrator roles for District software packages. Assists with school-based mini projects when needed.

ESSENTIAL JOB FUNCTIONS

• Assists with duties related to the Google Admin Console and the District’s Chrome environment.
• Provides reporting and statistics that are needed to plan Refresh projects and technology hardware reallocations.
• Works with all levels of District administrative and instructional departments to escalate and resolve issues that may impact instruction.
• Collaborates with designated Customer Service staff to test technology solutions and provide pre-purchase data that will be used in the decision-making process; provides a recommendation when requested.
• Participates in a cross-functional effort to maximize the monetary return to the District for technology hardware that is processed for Surplus/salvage.
• Works with a cross-functional technology team to investigate, troubleshoot, and implement a resolution for trending issues that may impact a large population within the District.
• Works with technical and instructional staff that may be tasked with large scale project planning such as operating system upgrades, reimaging, multi-year support plans, as well as deployment and support of new classroom technology.
• Assists with creating work orders that are assigned to our printer vendor for quotes, printer relocation, new installs, and break/fix.
• Serves as Customer Service contact for donated technology items that need to be vetted using the District standards for network connectivity, device management, hardware requirements and lifecycle management.
• Assists with the administration of the Districts Data and Device Security system; creates and manages device groups, runs reports, adjusts licensing groups as well as other related duties.
• Reviews as assigned specific categories of existing technology work orders, and raises the priority level or reassigns as needed; follows up with the appropriate District departments and personnel.
• Assists as assigned with reimaging processes, power washing of Chromebooks, virtual desktop hardware, and Apple hardware; device management.
• Monitors open work order statuses for specific sub-sets of District schools; acts as primary contact for technology issue resolutions/escalations for these locations; reaches out to other support teams as needed for updates or assistance with issue resolutions.
• Participates in onsite meetings and walkthroughs when a multi-department solution is needed for one of the District’s schools.
• Works directly as needed, with instructional and administrative staff in person, to assist with hardware/software issues.
• Assists during peak periods with call volume, Responded status ticket review and assignment, remote issue resolution, and Active Directory/System Center account issues.

Safety

• Performs preventive maintenance ensures that equipment is in safe operating condition.
• Follows established safety procedures and techniques to perform job duties including lifting; operates equipment according to established safety procedures.
• Corrects unsafe conditions in work area and promptly reports any conditions that are not immediately correctable to supervisor.

Personal Work Relationships

• All Fort Worth ISD employees must maintain a commitment to the District’s mission, vision, and strategic goals.
• Exhibits high professionalism, standards of conduct and work ethic.
• Demonstrates high quality customer service; builds rapport/relationship with the consumer.
• Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and acts as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

Other Duties as Assigned

• Performs all job-related duties as assigned and in accordance to the Board rules, policies and regulations. All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required.

Knowledge, Skills & Abilities

• Knowledge of basic computer hardware including printers, mobile devices, peripherals, and displays.
• Knowledge of Windows Active Directory, latest Windows operating systems and Imaging.
• Skilled in communication with students, instructional staff, peers and leadership positions.
• Skilled in interpersonal relations using tact, patience, and courtesy with technical and non-technical employees, as well as management staff.
• Ability to comprehend technical manuals, hardware manuals, procedural reference manuals, and publications.
• Ability to work independently, with individuals, or with a team, to solve problems.
• Ability to complete multiple tasks concurrently, with interruptions.
• Ability to work effectively in an educational setting with minimal to no impact/interruption to instruction.
• Ability to use software to create spreadsheets, do word processing and update shared space for meeting content and agendas.
• Ability to organize and coordinate work.
• Ability to communicate effectively, both oral and written forms, including principles of English and grammar and usage.
• Ability to engage in self-evaluation with regard to performance and professional growth.
• Ability to establish and maintain cooperative working relationships with others contacted in the course of work.

Travel Requirements

• Travels to school district buildings and professional meetings as required.

Physical & Mental Demands, Work Hazards

• Tools/Equipment Used: Standard office equipment, including computer and peripherals; may regularly use speakerphone or headset.
• Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Occasional light lifting and carrying (less than 15 pounds).
• Exerting: Occasional exerting 20-50 pounds of force to move objects.
• Environment: Works in an office setting 95% inside and 5% outside; exposure to weather elements while traveling; continually required to listen, speak, while operating a keyboard; may require occasional irregular and/or prolonged hours.
• Attendance: Regular and punctual attendance at the worksite is required for this position.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions; may require occasional irregular and/or prolonged hours.

Minimum Required Qualifications

• Education: (See approved combinations of Education & Experience below)
• Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required;
• Associate’s degree from accredited college or university in a technical field preferred.

• Certification/License: A Certification or equivalent work experience preferred.
• Experience: (See approved combinations of Education & Experience below)
• 3-5 years’ working in technology, including troubleshooting and diagnosing computer systems using Windows 7/8/10 Operating Systems, and MS Office 2013/2016/365 required.
• 3-5 years’ working in a team environment as technical support or as a part of a technology team that is assigned tasks for resolution.

Approved combinations:
Education Experience
HS/GED/TxCHSE 5 years
Associate’s degree 3 years

INSURABILITY REQUIREMENTS FOR ALL DRIVERS

• Must be at least 21 years old.
• NO positive drug or alcohol tests including pre-employment, random, post-accident or reasonable suspicion.
• Driving and accident record:

Valid Texas Department of Public Safety Driver Record Check Type 3A-Certified list of all crashes and violations http://dps.texas.gov/DriverLicense/driverrecords.htm

• NO more than 2 violations during previous 36 months including:
• moving traffic violations (including no more than 1 preventable accident);
• failure to provide proof of valid driver’s license or proof of insurance;
• equipment violations.

• NO Driving Under the Influence (DUI) for drug or alcohol.
• NO leaving scene of an accident (bodily injury or physical damage).
• NO vehicular assault, manslaughter, or homicide.
• NO operating a vehicle with suspended or revoked driver’s license.
• NO reckless driving, speed contests, drag racing, or highway racing.
• NO use of a vehicle in commission of a felony.
• NO operating a vehicle without owner’s permission (unauthorized use or grand theft).
• NO permitting an unlicensed person to drive.
• NO speeding more than 20 mph over the posted speed limit.
• NO history of a conviction in a commercial or personal motor vehicle.

• Additional restrictions may apply if directed by FWISD’s Fleet Insurance Carrier.

This document is intended to describe the general nature and level of work being performed by people assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

• Position Type:

Leading District Professional/Technology

• Date Posted:

8/10/2022

• Location:

Network Services

*

• Closing Date:

08/25/2022

Job Type: Full-time

Pay: $49,987.00 - $60,083.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location