IT Support Technician

Job Title

IT Support Technician

Salary Scale

TN03

Location

McClenaghan

PSC Code 

027002

Reports To 

Assistant Director of Technology 

Shift Type

Full Time/Exempt

General Statement of Job 

The IT Support Technician provides the general supervision, oversight and coordination of work load for the district. The position coordinates efforts for maintaining and improving “customer satisfaction” levels regarding field-level technology support at all district schools and locations. The position further coordinates efforts aimed at continuous improvement in ensuring that the district’s faculty, staff and administration receive excellent technology support in a timely manner. The IT Support Technician ensures that schools and locations have access to adequate resources for performing their tasks and serves as the point-of-contact for support issues being escalated beyond the capacities or capabilities.

Securing, analyzing, implementing, supporting and maintaining district technology to achieve the department’s long-range and short-range goals and data application integration objectives.  Provide support to school administrators and senior management to assist them in integrating F1S applications.  Performs other duties as assigned by an appropriate administrator or their representative.  To support and provide technical support for minimal application downtime to instruction in order to compliment effective teaching and learning.

Specific Duties and Responsibilities

• Support, document, monitor, configure, and administer the IT Help Desk. 
• Assists in planning technology rollouts, projects, or implementations for schools
• Recommends technology strategies, policies, and procedures by evaluating technology infrastructure through identifying problems and anticipating future threats.

• Assumes lead role in coordinating and ensuring the timely delivery of high-quality technology support for all schools, departments and facilities

• Works with the technology staff to ensure data privacy and security. 

• Manage the hardware inventories for all District technology.

• Able to process large data for data driven decision making.

• Assist in physical and digital security district initiatives as needed. 

• Assist in coordinating the procurement of supplies and equipment for repairs.

• Manage the F1S Chrome Fleet deployment and policies.

• Works with other IT department personnel in coordinating priorities and communicating priorities.

• Attends and participates in IT department staff meetings.

• Coordinates efforts aimed at continuous improvement of technology support operations

• Ensures excellent “customer relations” with end users, CTC’s, faculty, staff and administration.

• Ensures “customer satisfaction” regarding quality control of support functions

• Coordinates the escalation of support issues to subject matter experts or others 

• Coordinates equipment, supplies and other resources necessary for task completion by technology support technicians

• Works with vendor resources for problem isolation and resolution

• Researches, when necessary, hardware and software compatibility issues

• Determines if additional specialty assistance is required for help in resolving problems and routes/communicates appropriate information accordingly

• Assists in the coordination of IT projects including mass rollouts of equipment in new and existing facilities  

• Stays abreast of new and emerging strategies, techniques and products for education technology

ADDITIONAL JOB FUNCTIONS

• Experience working in a school based environment.

• Performs related duties as required.
• Analyze help desk tickets and/or IT Service Survey data and recommend customer service improvements.  
• Develop training materials and procedures for end users (faculty, staff, and students) and IT Support Technician staff. 
• Assist with the assessment, development, implementation, and support of classroom presentation technologies. 
• Assist with the development and implementation of instructional technology support software images.  
• Diagnose and provide support on computer system problems, including debugging, correcting, repairing, servicing, examining, installing, training, and troubleshooting computer hardware, printers, and other peripherals. 
• Provide assistance to faculty, staff, and students on the use of software and hardware. 
• Provide support to help faculty and staff access network resources from work and/or home. 
• Provide assistance with technology requirements in classrooms, computer laboratories, conference rooms and other remote locations, including setting up laptops, projectors, network, and internet access. 
• Work with faculty and staff to coordinate routine hardware, software and refresh of technology.  
• Maintain an inventory of technology resources including location, when moved, and any particular maintenance or setup issues.
• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational technology needs.
• Support development and implementation of new computer projects and new hardware installations. 
• Gather, research, and communicate pricing on computer hardware and software.
• Assist in maintaining one or more technologies as directed. 
• Perform other duties and responsibilities as assigned.

Essential Functions 

Physical Requirements:  

Must be physically able to operate a variety of machines and equipment including a computer, telephone, etc. Must be able to exert up to twenty pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Work involves sitting from time to time, but will involve walking or standing for periods of time. Must be able to lift and/or carry weights of up to fifty pounds.

Data Conception:  

Requires the ability to compare and/or judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

Interpersonal Communications:  

Requires the ability of speaking and/or signaling people to convey or exchange information. Includes receiving assignments and/or direction from the supervisor.

Language Ability:  

Requires ability to read a variety of policy and procedure manuals, technical manuals and reports, specifications, etc. Requires the ability to prepare reports, instructions, etc. with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control and confidence.

Intelligence:  

Requires the ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions; to deal with several abstract and concrete variables. Requires the ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information.

Verbal Aptitude:  

Requires the ability to record and deliver information, to explain procedures, to follow verbal and written instructions; to instruct employees. Must be able to communicate effectively and efficiently with persons of varying educational backgrounds and in a variety of professional languages including computer/electronic technology.

Numerical Aptitude:  

Requires the ability to add and subtract totals, to multiply and divide, to utilize mathematical formulas, to determine percentages and decimals and to determine time.  

Form/Spatial Aptitude:  

Requires the ability to inspect items for proper length, width and shape, and visually read various documents.

Motor Coordination:  

Requires the ability to coordinate hands and eyes using office machinery; to operate motor vehicles.

Manual Dexterity:  

Requires the ability to handle a variety of items, keyboards, office equipment, control knobs, buttons, switches, catches, small tools, etc. Must have moderate levels of eye/hand/foot coordination.

Interpersonal Temperament:  

Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines. The worker may be subject to danger or risk to a slight degree and to tension as a regular, consistent part of the job.

Physical Communications:  

Requires the ability to talk and hear: (Talking: expressing or exchanging ideas by means of spoken words. Hearing: perceiving nature of sounds by ear.). Must be able to communicate via telephone.

Training And Education 

This position requires an Associate's degree with a Bachelor's degree preferred and a minimum of three years of related experience working as a technical support technician or help desk manager in an enterprise environment. Must have a valid South Carolina Driver's License with an acceptable driving record. Appropriate college coursework, technical training, or industry certification may be substituted for the related experience. Industry certification with directly related experience may be substituted for the degree requirements. 

Performance Evaluation Criteria 

Job Knowledge: 

Has thorough knowledge of the methods, procedures and policies of the Information Technology Department as they pertain to the performance of duties of the ITSupport Technician position. Is knowledgeable in the laws, ordinances, standards, policies and regulations pertaining to the specific duties and responsibilities of the position. Is able to help ensure departmental compliance with all laws and regulations and control the activities of the department through effective supervision. Has thorough knowledge of the organization of the department and of related departments and agencies. Has considerable knowledge of the functions and interrelationships of Florence 1 Schools and other governmental agencies. Has thorough knowledge of practices and procedures related to the analysis of computer systems as required by an educational community. Is able to provide technical advice and consultation to users and project managers.  Is able to analyze methods and procedures accurately and logically. Is able to write clear, detailed policies and procedures within the area of responsibility. Has the ability to offer training and assistance to co-workers and employees of other departments as required. Has the ability to use independent judgment as needed in performing routine and non-routine tasks. Is able to take the initiative to complete the duties of the position without the need of direct supervision. Follows through with tasks, and reports status to stakeholders. Is able to read and interpret complex technical reports, user manuals and related materials pertaining to the responsibilities of the job. Knows how to prepare reports, user instructions, etc., with completeness and accuracy. Has comprehensive knowledge of the technical terminology and various professional languages used within the department. Knows how to maintain effective relationships with personnel of other departments, professionals and members of the public through contact and cooperation. Knows how to react calmly and quickly in emergency situations.  Has the mathematical ability to handle required calculations. Is able to organize work areas, and take control of operations there, even if personnel present are not direct reports. Have good organizational, technical and human relations skills. Has the ability to learn and utilize new skills and information to improve job performance and efficiency. Has knowledge of the occupational hazards and safety precautions of the trade.  

Quality of Work:  

Maintains high standards of accuracy in exercising duties and responsibilities.  Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility.  Maintains high quality communication and interaction with all District departments and divisions, co-workers and the public.

Quantity of Work:  

Performs described "Specific Duties and Responsibilities" and related assignments efficiently and effectively in order to produce a quantity of work which consistently meets standards and expectations of the District.

Dependability:  

Assumes responsibility for completing assigned work.   Completes assigned work within deadlines in accordance with directives, District policy, standards and prescribed procedures.  Remains accountable to assigned responsibilities in the technical, human and conceptual areas.  

Attendance:  

Attends and remains at work regularly and adheres to District policies and procedures regarding absences and tardiness.  Provides adequate notice to higher management with respect to vacation time and time-off requests.  Available to work irregular or extra hours when necessary.  Maintains accessibility to respond to urgent situations during off-hours.

Initiative and Enthusiasm:  

Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities.  Strives to anticipate work to be done and initiates proper and acceptable direction for the completion of work with a minimum of supervision and instruction.

Judgment:

Exercises analytical judgment in areas of responsibility.  Identifies problems or situations as they occur and specifies decision objectives.  Identifies or assists in identifying alternative solutions to problems or situations.  Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors.  Seeks expert or experienced advice where appropriate and researches problems, situations and alternatives before exercising judgment. Monitors the activities/behavior of the student body as scheduled to ensure student safety and well-being.

Cooperation:

Accepts supervisory instruction and direction and strives to meet the goals and objectives of the same.  Questions such as instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with District policy or procedures, etc.  Offers suggestions and recommendations to encourage and improve cooperation between all staff persons and departments within the District. Takes cooperative efforts seriously, and strives for the success of the team.

Relationships:

Shares knowledge with managers, supervisors and staff for mutual and District benefit.  Contributes to maintaining high morale among all District employees.  Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the public so as to maintain good will toward the District and to project a good District image.  Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the District.  Emphasizes the importance of maintaining a positive image within the District.  Interacts effectively with higher management, professionals and the public.

Coordination of Work:  

Plans and organizes daily work routine.  Establishes priorities for the completion of work in accordance with sound time-management methodology.  Avoids duplication of effort.  Estimates expected time of completion of elements of work and establishes a personal schedule accordingly.  Attends required meetings, planning sessions and discussions on time.  Implements work activity in accordance with priorities and estimated schedules.  

Inventory Control:  

Assures control of all inventory in the area of responsibility. Maintains compliance with all district procurement and asset management policies and procedures. Keeps clear, complete, accurate records of software and hardware inventories.

Safety:

Adheres to all safety and housekeeping standards established by the District and various regulatory agencies.  Sees that standards are not violated.  Maintains a clean and orderly workplace.  

DISCLAIMER:  This job description is not an employment agreement or contract.  Management has the exclusive right to alter this job description at any time without notice.

Terms of Employment 

240 day work agreement. Salary and work year to be established by the district.