What are the responsibilities and job description for the Technology Support Specialist II position at Charlotte - Mecklenburg Schools?
General Definition of Work
The technology support specialist II, under general supervision, performs moderately complex work with minimal decision-making discretion related to providing level II technical support and expertise to administrative and instructional technology devices, operating systems, software applications, classroom presentation systems, wired and wireless network equipment, and VOIP equipment. This position will address technology issues that cannot be resolved by the school-based technology contact or the IS&S helpdesk. Employee performs both school-based and district-level work to carry out Board of Education policies under the direction of the Director of Technology Support.
The technology support specialist position is distinguished from the Technology Technician I by its emphasis on building-level support and more specialized knowledge of computer hardware, software, and computer networks.
Essential Functions
- Adhere to all state, federal, and local laws, policies, and procedures
- Respond to assigned tickets and lead projects involving the installation, repair, and ongoing operation of technology devices, software applications, wireless data/voice equipment, classroom presentation systems, and peripherals
- Provide technical support and assistance to end-users, either on-site or remotely
- Communicate with and assist schools and central office staff with CMS Technology projects, standards, and best practices
- Provide crisis management support for major outages that could seriously affect educational environment and escalate issues to level III support and managers
- Assist school staff in maintaining accurate Technology inventory
- Participate in staff meetings to plan and coordinate the work of the department
- Provide end users with basic instruction and guidance for functionality of standard CMS devices
- Perform related work as assigned or required
Knowledge, Skills, Abilities
- Knowledge of K-12 educational computing environments
- Knowledge of Microsoft, Google, and Apple end user devices and management systems
- Knowledge of local area network (LAN) and network management
- Knowledge of productivity software and applications
- Knowledge of DNS, DHCP, and VPN
- Knowledge of cabling infrastructure and communications closets
- Knowledge of wireless data and voice networks
- Knowledge of debugging, diagnosis, and repair techniques and tools
- Knowledge of Windows registry, application installs and deployment
- Knowledge of video communications, streaming media, video systems
- Knowledge of telephony and voice-related services, voice over IP (VOIP), voice over wireless LAN (VoWLAN)
- Skilled in project management and scheduling
- Skilled in quality assurance
- Skilled in process analysis
- Skilled in business software including Microsoft Office and Google Workspace
- Skilled in communication, both verbal and written
- Skilled in customer service
- Ability to use or learn specialized tools, equipment, or software
- Ability to effectively work with technology coordinators, principals, media coordinators, vendors, contractors, engineers, teachers, and staff in a timely manner
- Ability to communicate effectively and create training methods for new information to teachers, staff, technology specialists, contractors and principals
- Ability to prioritize work, projects, and time
- Ability to take initiative and work independently
- Ability to be detail oriented
Education and Experience
- Associates degree with three (3) years of experience in a technology support position or Bachelor's degree with two (2) years in technology support position required
- Equivalent combination of education and experience
Special Requirements
- Licensing/Certification Requirements (Must obtain within 6 months of accepting position):
- CompTIA Network Certification and Comp TIA A Certification or Microsoft Technical Associate (MTA)
HDI Desktop Support Technician (HDI-DST