High School Support Specialist

Reports to: Zone Support Supervisor

Wage/Hour Status: Exempt

Pay Family: Information Technology

Pay Grade: 03

Minimum Salary: $ 46,200

Duty Days: 220 days per year

Primary Purpose:

The primary responsibility of this role is providing technical support for both hardware and software as well as just-in-time training to a designated high school campus. The high school campuses exist on 75 acres and include several external buildings.

The High School Support Specialist will troubleshoot all Technology hardware (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The High School Support Specialist will provide end-user training as needed. They will provide support to multiple administrators, counselors, testing coordinators, coaches, in addition to the teaching staff. They will provide support for the CATE, ROTC and Fine Arts programs, including the audio-visual systems, and stage and sound systems. The High School Support Specialist will support their designated campus and other team members as needed for project rollouts, such as Chromebooks, desktops, printers, and copiers.

Qualifications:

Education and Certification

• High school diploma or equivalent
• A or willing to obtain within the first year required
• Dell Tech certified or willing to obtain within the first year required

Experience

• 2 years of experience in a computer-related field
• 2 years of experience installing, maintaining, and repairing computers and peripherals

Required Special Knowledge and Skills

• Knowledge of hardware including but not limited to printers, projectors, Chromebooks, desktop computers, tablets, and iPads
• Technical knowledge of PC internal components
• Hands-on hardware and software troubleshooting experience
• Working technical knowledge of current protocols, operating systems, and standards
• Experience working in a team-oriented, collaborative environment
• Ability to operate tools, components, and peripheral accessories
• Ability to exercise good judgment in handling confidential information

Preferred Special Knowledge and Skills

• Effective interpersonal skills and relationship-building skills
• Strong written and oral communication skills
• Analytical and problem-solving abilities, with keen attention to detail
• Self-motivated and self-directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Provide exceptional customer service
• Ability to present ideas in user-friendly language
• Ability to read and understand technical manuals, procedural documentation, and OEM guides

Major Responsibilities and Duties:

• Provides excellent customer service by assisting end-users with their technology related incidents, including computer hardware, peripherals, software, and network troubleshooting in a timely and professional manner
• Provides support for campus technology devices
• Responds to all technical needs for assigned campus or campuses, including installing, configuring, testing, maintaining, monitoring, relocating, and troubleshooting District-owned hardware and software
• Serves as campus technical advisor, providing telephone, remote desktop, and on-site desktop support for users
• Records and manages District equipment sent to repair depots for equipment under warranty or service contract
• Conducts troubleshooting and completes minor repairs on a variety of devices, including Chromebooks, desktop units, iPads, projectors, and network devices
• Conducts preventative maintenance on all relevant hardware and software, including computers, monitors, cables, projectors, phones, Chromebooks, and iPads
• Coordinates with the District Technology Division to maintain standards, complete repairs, and assist with installation of computer labs or other Technology equipment
• Educates and trains end-users on the District Technology standards and equipment usage as needed (computers, phones, projectors, interactive projectors, printers, and iPads, etc.)
• Installs and configures new campus-based computer systems, including hardware and software
• Maintains accurate campus inventory of Technology equipment, following all District processes and procedures for disposal and salvage of equipment
• Follows proper procedures for requesting technology quotes and procuring new technology equipment for campuses, including distribution, and set up
• Assists with check-out and use of A/V & technology equipment in conjunction with Librarian and Digital Learning Specialist
• Attends department trainings and zone meetings to enhance knowledge base of current and upcoming technology changes
• Assists Technology and other teams, including Central Technology with campus-based equipment rollouts, including Chromebooks, desktop units, and phones
• Maintains working knowledge of SaaS, including Microsoft Office 365 and Google Suite
• Keeps informed of and complies with State and District policies and regulations, as well as campus procedures concerning technology
• Follows all rules, regulations and policies of Denton ISD and follows directives from superiors

Other Related Duties:

• 40-hour on-site work week with occasional evening and weekend work to meet deadlines.
• Follows district safety protocols and emergency procedures.
• Participates in professional development, department meetings, and special events as assigned.
• Performs other duties as assigned.

Mental Demands/Physical Demands/Environmental Factors:

Tools and Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; standard office equipment including personal computers and peripherals

Posture: Prolonged sitting and standing; regular kneeling/squatting, bending/stooping, pushing/pulling, and twisting

Motion: Prolonged use of computer; repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching; may climb ladders; Ability to walk over a large amount of square footage in a fast-paced environment

Lifting: Moderate lifting and carrying (up to 44 pounds); occasional heavy lifting (45 pounds and over) such as computers and peripherals

Environment: Exposure to electrical hazards; occasional prolonged and irregular hours; occasional districtwide and statewide travel

Mental Demands: Maintain emotional control under stress; work with frequent interruptions

This document describes the general purpose and responsibilities 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.

THE DENTON INDEPENDENT SCHOOL DISTRICT IS AN EQUAL OPPORTUNITY EMPLOYER