Technology Support Technician

JOB TITLE: Technology Support Technician

REPORTS TO: Technology Director

SUPERVISES: N/A

EMPLOYMENT AND FLSA STATUS: Classified

JOB GOAL

The Technology Support Technician provides on-demand technical assistance and support for all technology users in the district via ticket system and telephone. This includes network, software, hardware and operational support to ensure minimal down time and greatest staff productivity. This position also provides a front line, end-user, student facing, walk-up support for student 1:1 devices. Responsibilities will include troubleshooting technical support issues, documenting issues, and working with other technicians to ensure timely and effective resolution to issues.

PERFORMANCE RESPONSIBILITIES:

• Respond to help desk requests and phone calls in a timely manner and properly document the resolution.
• Work closely with other IT staff to ensure clear communication and effective resolution of outstanding or known issues.
• Provide highest customer service in email, phone and in-person support.
• Work as a team to distribute outstanding support problems and/or requests to even workload, establish priorities and meet deadlines.
• Work closely with Technology Integration Specialists to help manage and maintain the district 1:1 program. To include inventory, support/repair, device distribution and collection.
• Perform installation, configuration and upgrades of computer software as determined by office and district established procedures.
• Support meetings with IT/District teams as requested.
• Open, track, and close trouble tickets; ensure problem ownership and promote end user satisfaction.
• Provide responsive, timely support to end-users on hardware, software, and network related problems, questions and use.
• Assist with and maintain an accurate and current inventory and assignment of staff and student technology devices.
• Escalate unresolvable issues to Technology Director/engineering support.
• Desktop/laptop/ipad support of all corporation standard hardware and software.
• Manage responsibilities and work independently on multiple projects as required. Utilizing excellent time management and organizational skills.
• Perform all other duties as assigned by IT/District Leadership Team.

EMPLOYMENT STANDARDS KNOWLEDGE OF:

• Google productivity suite.
• Microsoft Windows operating systems\Apple Mac operating system
• Standard office procedures and practices.
• Proper English usage, spelling and punctuation.

QUALIFICATIONS:

• Minimum of high school diploma required
• Associates degree in information technology or related field, equivalent work experience, or appropriate IT certifications preferred
• One year of General IT technical support via telephone or in-person
• Strong interpersonal skills and ability to communicate effectively and professionally with students, staff and community.

DISTRICT TECHNOLOGIES:

• Skyward SIS
• Google Workspace
• ipad/Chromebook student devices
• Macbook/Chromebook/ipad staff devices
• Versatrans transportation
• Canvas LMS
• i-Ready

TERMS OF EMPLOYMENT:

· 260 days per year