To serve as a primary point of contact for all Tier II technology support related issues for the Department of Technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Facilitate Technology work order assignments within the department.
• Ensure that Ticket Urgency, Impact, and Priority are set and responded to properly.
• Provide technical support for computer users.
• Actively Maintain/update work order system and communicate work order priority and status to end-users.
• Effectively diagnose and troubleshoot malfunction of computer or network devices relating to user error, faulty hardware, or software/server/network issues.
• Communicate effectively with staff and students regarding the maintenance of technology.
• Actively monitor and ensure compliance with the district’s technology service level agreements.
• Provide technical guidance and support to the Technology Support Specialists I’s.
• Communicate with TSSs and staff regarding outages.
• Provide remote support Technology Support Services team.
• Resolve escalated work orders in a timely manner and update the Technology work orders with status.
• Work with other TSS IIs to research and assess new and trending incidents and provide possible solutions to minimize impact.
• Provide documentation and knowledge base information to the Technology Support Specialists I’s.
• Remain current on computer support processes and policies.
• Conduct research for special projects, unique issues or future support needs.
• Lead or participate in technology projects as needed.
• Othe duties as required.

SUPERVISORY RESPONSIBILITIES: None

REQUIRED QUALIFICATIONS:

• A Certification or equivalent experience.
• Demonstrated experience troubleshooting complex issues in an enterprise environment is required.
• Extensive experience with all Windows desktop operating systems and software
• Customer service experience.
• Hardware troubleshooting skills.
• Excellent software skills.
• Operating System experience.
• Excellent knowledge of desktops, laptops, and other common peripheral devices.
• Experience creating and deploying disk images.
• Knowledge and experience with hardware warranty procedures.
• Ability to monitor computer technology service and repair.
• Self-motivated.
• Ability to lift up to 40 lbs up to a height of 4 feet occasionally.
• Current driver’s license and access to a personal vehicle for travel in district (mileage reimbursement provided).

PREFERRED QUALIFICATIONS:

• AV Technical Support skills.
• Knowledge of ITIL processes and Service Management tools.
• Experience with large-scale computer deployments.

PHYSICAL DEMANDS:

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

This job requires that the employee be able to: sit, stand, walk, speak, hear, use hands, fingers, and reach with hands and fingers; bend, stoop, and lift objects of at least ten pounds. Job requires the employee occasionally to stoop, kneel, crouch or crawl. Visual ability requires mono and color vision, close vision, distance vision, depth perception and ability to adjust focus.

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