What are the responsibilities and job description for the Technology Support Specialist position at IT?

TERMS OF EMPLOYMENT:

Length of Position: 12 Months

Hours: 40 per week

SUMMARY

Performs moderately complex (journey-level) technical support work on computer systems, mobile devices, and campus technology. Work involves providing first-line technical assistance for hardware and software issues, deploying and maintaining Apple/Windows devices, managing end-user accounts, and supporting technology across classrooms, offices, and residential dorms. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.

ESSENTIAL FUNCTIONS

Technical Support & Helpdesk: Provides direct customer service and technical support for staff and students regarding hardware, software, Windows, macOS, and iOS operating systems, and network connectivity. Responds to, logs, and resolves helpdesk tickets in a timely manner.
Device Deployment & Management: Assists with the setup, imaging, configuration, and deployment of desktop computers, laptops, iPads, and mobile devices using Mobile Device Management (MDM) tools (e.g., Jamf).
Campus Technology Support: Configures and supports technology across classrooms, offices, and residential dorms—including computer labs, interactive displays, telecommunication equipment (Video Phones [VP] or VOIP phones), and learning/office software applications.
Hardware & Software Maintenance: Installs, tests, maintains, moves, and upgrades hardware, software, peripherals, and network cabling. Troubleshoots hardware failures and operating system errors.
User & Account Administration: Manages standard user account administration (e.g., password resets, account provisioning, drive mapping) across agency platforms including Google Workspace and directory services.
Inventory & Security Controls: Maintains accurate records of equipment deployment, hardware/software inventory, and daily service tickets while adhering to agency security protocols.
Performs related work as assigned.

This document in no way states or implies that these are the only duties to be performed by the employee occupying the position.

Minimum Qualifications

Bachelor’s degree from an accredited college or university in computer science, computer information systems, management information systems, information technology or a related field.
One year of professional work experience supporting technology.
Hands-on experience supporting Apple (macOS/iOS) and Windows operating systems in a work or educational environment.
Sign Language: The applicant does not need to have sign language skills at hire but will be required to participate in sign language classes offered at TSD until reaching a level of INTERMEDIATE as evaluated on the Signed Language Proficiency Interview (SLPI).

Desirable Qualifications

Technical support experience within an educational (K-12 or higher ed) setting.
Knowledge and work experience with Apple technology.
Experience using Mobile Device Management (MDM) software (e.g., Jamf Pro/School) for Apple device configuration and deployment.
Familiarity with endpoint security and antivirus applications (e.g., Sophos, Jamf Protect) in an enterprise or educational network.
Proficient sign language communication skills.

Knowledge, Skills and Abilities/Attributes

Technical Knowledge: Working knowledge of Apple (macOS, iOS) and Microsoft Windows operating systems, basic networking concepts (DNS, DHCP, Wi-Fi), and end-user software applications.
Problem Solving: Skill in identifying, diagnosing, and resolving technical problems efficiently.
Communication: Ability to communicate clearly and professionally with colleagues, students, families, and administrators.
Organization & Reliability: Ability to prioritize helpdesk tickets, manage time effectively, follow administrative directions, and maintain detailed documentation.
Interpersonal Skills: Ability to maintain confidentiality, work collaboratively in a team environment, and adapt to evolving technology needs.

SUPERVISOR

Supervisor of Tech Support

MILITARY OCCUPATION CODE

Information Technology Support Specialist II,
See page 2 of https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf

It is the Texas School for the Deaf’s (TSD) policy to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, political affiliation or belief, or any other characteristic protected by state, federal, or local law. TSD expressly prohibits any form of workplace discrimination or harassment based on any of these characteristics. Retaliation against individuals who oppose unlawful discrimination or participate in an employment discrimination proceeding is also prohibited. This policy applies to all terms and conditions of employment, including hiring, firing, promotions, training, wages, and benefits. In addition to federal law requirements, TSD complies with applicable state and local laws governing nondiscrimination in employment.

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