Technology Support Technician

Technology Support Technician

Administration

Reports To: Manager of End User Experience  

Pay Grade: Grade 6, Step 1, $21.98 per hour

Schedule: 8 hours per day, 52 weeks per year

Job Summary: The Technology Support Technician is responsible for performing skilled work in the installation, troubleshooting, maintenance and monitoring of district computer equipment, networks and peripherals to enhance established curriculum and prevent service interruption of equipment. The Technology Support Technician also deals with a broad range of equipment, diagnoses, troubleshoots, and responds to hardware and software problems.

Preferred Qualifications:

• College degree or technical certifications in the field of Information Technology
• Minimum of one year’s related work experience
• Working knowledge of LAN and WAN topologies and architecture
• Experience troubleshooting and resolving hardware, software, systems and network issues
• Working knowledge of monitoring and tuning systems to achieve optimum performance levels
• Advanced level knowledge of Google Apps for Education and MS Office
• Strong oral and written communications skills
• Exceptional interpersonal skills, with an emphasis on customer service
• Excellent organizational skills and the ability to work with a diverse user base
• Exceptional attention to detail and accuracy

Essential Job Functions:

• Install, upgrade, repair, move, and replace desktops, laptops and peripherals.
• Follow and understand oral and written instructions, including technical documentation.
• Communicate effectively and respond under pressure while maintaining courteous and professional relationships with staff.
• Manage all aspects of a task from analysis to final resolution.
• Work independently and in a team environment.
• Provide first line response for users requiring assistance with information technology issues and problems.
• Respond to requests for technical assistance by help desk ticket system, phone, and/or email.
• Provide remote and onsite support for most desktop applications, hardware, and peripherals.
• Conduct technical support in line with documented procedures; diagnose and resolve day-to-day operation issues.
• Maintain hardware, software and network inventory, diagrams and related documentation as needed.
• Work within the FHPS ticket system to create detailed work logs and technical documentation.
• Track issues to resolution while updating the ticket system with the solutions and logging all support activity. Maintain close contact/follow up and open communication with consumer until an issue has been resolved.
• Supervise technology interns and provide guidance in the resolution of technical support issues for the district.
• Provide technical leadership and knowledge sharing with colleagues and interns.
• Develop and provide training and documentation for FHPS staff members and end users.
• Work with technology department leaders to implement new software, hardware, computer, server, and mobile technologies. Assist and/or manage tasks involving maintenance and enhancements of existing systems or implementation of new functionality.
• Image workstations and laptops. Assist with troubleshooting and fixing issues related to the technology infrastructure, LAN and WAN. Configure applications, system software, hardware, and local peripherals; diagnose and resolve various equipment problems.
• Participate in appropriate in-service, workshops, seminars, trainings, and special projects; attend required meetings.
• Assist with training of district personnel in operation of technology systems and provide advice to end users regarding technology needs.
• Consistent and reliable attendance.
• Perform any other related duties as assigned.

Physical Requirements:

While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk, hear (in a quiet or noisy environment). The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust/focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Work Environment:

The noise level in the work environment is usually quiet to moderate. Work will be performed mostly indoors but some outdoor work may be required.

Mental Functions:
While performing the duties of this job, the employee is required to compare, analyze, communicate both orally and in writing, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile and negotiate.

Evaluation:
In accordance with the Administrative Support Staff Agreement.

Terms of Employment:

The employee will remain free of any alcohol or drugs throughout his/her employment with the district as outlined in Board Policy #4210.

The Forest Hills Public School District does not discriminate on the basis of race, color, national origin, religion, age, sex (including pregnancy, gender identity, or sexual orientation), marital status, disability, genetic information, or any other legally prohibited basis in its employment decisions or the provision of services.