Primary Purpose

To support the vision, mission, and strategic priorities of ESC Region 12. The Technology Specialist I serves as a vital first-line support professional for ESC Region 12, focusing on Help Desk operations, conference room infrastructure, and providing superior customer support to school districts within Region 12.

Qualifications

Education/Certification:

• High School/Trade School degree, required
• Associate's Degree, preferred
• At least 2 years of relevant experience, preferred
• At least one Technology Certification, preferred

Special Knowledge/Skills

• Strong hands-on experience troubleshooting and repairing end-user hardware, including Windows laptops, Chromebooks, iPads, and peripherals (printers, document cameras, and interactive displays).
• Proficiency in supporting Microsoft 365 (Word, Excel, Outlook) and Google Workspace for Education. Ability to assist users with password resets and basic account access issues.
• Proficient in physical network layer troubleshooting, including structured cabling, network drop diagnostics, and wireless connectivity optimization to ensure reliable end-to-end workstation access.
• Foundational knowledge of Active Directory/Microsoft Entra and Google Admin Console for managing user accounts, organizational units (OUs), and group memberships.
• A proven ability to use Google, internal knowledge bases, and manufacturer forums to solve technical issues that aren't in a manual.
• Exceptional soft skills with the ability to remain calm and professional when helping a frustrated staff member, teacher, or administrator during a technology disruption.
• Highly organized with the ability to follow a schedule across multiple school sites and accurately track time and tasks.
• Ability to use software to develop spreadsheets, perform data analysis, and maintain accurate system documentation in alignment with Quality Management System (QMS) initiatives.

General Responsibilities

• Act as the first point of contact for internal and district staff, resolving hardware and software issues via phone, remote screen sharing, or onsite visits.
• Log all work in the helpdesk system with clear, "non-techy" notes so both the user and the next technician know exactly what was fixed.
• Assist with the unboxing, setup, and delivery of new student and staff devices. Ensure all equipment is clean and functional before hand-off.
• Travel to contracted school districts to provide "boots on the ground" technology support.
• Help create simple "How-To" flyers or short videos that show others how to perform basic tasks, such as connecting a new printer or syncing their Google Drive.
• Follow all organization security protocols.
• Maintain an active interest in learning new technologies and participate in training sessions to move toward more advanced technical certifications.
• A collaborative team player committed to a positive workplace culture and continuous improvement through Quality Management System (QMS) initiatives.

Supervisory Responsibilities

No supervisory responsibilities

The applicant needs to possess these core values through words and actions to build positive, long-term relationships with customers by demonstrating:

• Professionalism while demonstrating integrity, respect for others, expertise, and credibility at all times
• Quality in delivering what I promise and helping create superior programs and services that add value beyond what is expected
• Teamwork by working cooperatively with others to promote a positive and fun work environment
• Adaptability by being flexible, attentive to change, and ready to move quickly and decisively in response to the needs of customers
• Innovation by contributing to the implementation of new or significantly improved services and delivery methods
• Superior Service by providing personable, direct attention that delivers customer satisfaction beyond what is expected.

Security Requirements

All positions at ESC 12 are defined as security-sensitive. Security-sensitive positions are those that require employees to be entrusted with certain types of data, whether electronic or paper. Those data elements, as defined by the ESC 12 Data Classification and Handling Policy, may include, but are not limited to:

• Sensitive Personal Information (SPI)
• Personally Identifiable Information (PII)
• Protected Health Information (PHI)
• Family Educational Records (FERPA Data)
• Federal Tax Information (FTI)

All employees must adhere to all security-related policies, standards, and procedures. This includes actively safeguarding data and immediately reporting any suspected loss or theft.

Mental Demands/Physical Demands/Environmental Factors

Travel

• Travel within the region and state when appropriate

Tools/Equipment Used

• Standard office equipment, including a personal computer and peripherals

Posture

• Prolonged sitting, occasional bending/stooping, pushing/pulling, and twisting

Motion

• Repetitive hand motions, including frequent keyboarding and use of a mouse; occasional reaching

Lifting

• Occasional light lifting and carrying (less than 50 pounds)

Environment

• May work prolonged or irregular hours, frequent regional travel.

Mental Demands

• Manage multiple tasks and work cooperatively with others,
• Maintain a calm attitude in demanding situations,
• Make changes and adapt to various responsibilities on an ongoing basis, and
• Work with frequent interruptions, tight deadlines, and limited office space.

Benefit Information

• ESC Region 12 provides monetary contributions of up to $575 per month to use for employee/family healthcare and supplemental benefits.
• Employees earn state personal, sick, and vacation leave.
• All employees contribute to both the Teachers Retirement System (TRS) and the Social Security retirement programs