Solutions Support Specialist (Technology Department)

CLASS TITLE: SOLUTIONS SUPPORT SPECIALIST

BASIC FUNCTION: Under the direction of the Information Systems Supervisor, the Solutions Support Specialist performs a variety of higher level technical duties involved in the installation, configuration, operation, maintenance and repair of computer, network, and systems hardware, software and peripherals for the entire district and its sites. Provide higher level support to teachers, students, and other site and district personnel, performing technical information technology functions independently. The Solutions Support Specialist performs specialized activities and is responsible for administering, maintaining and ensuring smooth and efficient functioning of district network and systems, as well as district-owned devices and equipment. The Solutions Support Specialist assists in assigning appropriate work to site User Experience (UX) Support Specialists and provides necessary support and training to site UX Support Specialists.

ESSENTIAL DUTIES:

• Manage ticketing system (also known as helpdesk) for all technology staff and administrators. Set standards and create documentation for set up of district devices, audio/video systems, and other technology hardware and procedures.
• Install, set up, configure, modify and maintain computer hardware, software and peripherals, including audio and video equipment, to assure the smooth running of devices and systems; respond to user requests for service; install, upgrade and update computer software and applications as needed.
• Inspect, troubleshoot, diagnose and resolve hardware, software and peripheral malfunctions; install, configure, maintain and repair various peripherals such as makerspace equipment, printers, audio/visual equipment, routers, switches and cabling; replace components as needed.
• Supports site-related communications, including website, email, audio/video, and other methods.
• Provide UX Support Specialists with assistance in resolving technical, hardware, and software malfunctions; receive and respond to district emails and phone calls concerning technology problems and malfunctions; provide general troubleshooting, determine type of request and provide solutions.
• Install, maintain, replace and repair hardware, printer cartridges and other computer components; add memory to computers as requested; install, configure and resolve problems with operating systems as required.
• Configure hardware and software to assure proper operations and network connectivity; connect computers to servers to assure access to server-based applications; install and update operating systems and printer drivers as needed; configure and update e-mail account settings.
• Communicate with personnel and various outside agencies to exchange information and resolve issues or concerns.
• Operate a variety of computers, servers, peripherals and specialized software; drive a vehicle to conduct work.

• Maintain current knowledge of technological advances in computer hardware, software and peripherals.

• Maintain various records related to assigned activities. Respect confidentiality in student, staff,

  community, and organizational matters. Attend mandatory training and meetings as required.

KNOWLEDGE OF:

Practices, procedures and techniques involved in the installation, configuration, maintenance, troubleshooting, diagnosis and repair of computer hardware, software and peripherals; Record-keeping and documentation of specific cases, repairs, and inventory. Computer hardware systems and software applications utilized by the District; Extensive knowledge of Chrome, Windows, and Apple platforms and operating systems; Principles, methods, and procedures of operating computers and peripheral equipment; Database structures, on-line applications and system capabilities of the District’s computer systems; Materials, methods and tools used in the operation and repair of computer systems; Manual instructions, sufficient to enable quick and accurate diagnosis of difficulties; Oral and written communication skills; Interpersonal skills using tact, patience and courtesy; Technical aspects of field of specialty.

ABILITY TO:

Install, configure, modify and maintain audio/visual equipment, computer hardware, software, networks, and peripherals to assure the smooth running of daily school and office functions; Investigate, troubleshoot, diagnose and repair hardware and software malfunctions; Communicate and correspond with vendors to return or replace warranty-covered items; Provide technical training and support to technology users concerning computer hardware and software operations, issues and malfunctions; Install, update and configure various software and applications on computers; Clearly and thoroughly document support resolutions, processes and procedures, and inventory. Collaborate and share with the technology department team and school district colleagues. Meet schedules and timelines; Operate computers and peripheral equipment properly and efficiently; Solve problems independently or with limited consultation; Maintain various records related to work performed; Work independently with little direction; Communicate effectively orally and in writing; Establish and maintain cooperative and effective working relationships with those contacted during the performance of required duties, including school personnel, students, parents and the community; Model appropriate behavior around and interact appropriately with preschool and school age children; and Maintain regular attendance.

EDUCATION AND EXPERIENCE:

Graduation from high school, supplemented by college-level course work in computer science or closely related field. Preference for applicants with a four year college computer science, business information systems, or closely related degree, plus three years of experience involving the installation, maintenance and repair of computer hardware, software and peripherals, at an increasingly more independent level.

LICENSES AND OTHER REQUIREMENTS: Valid California driver’s license

WORKING CONDITIONS:
ENVIRONMENT:
Indoor work environment with high noise and distraction levels. May work in outdoor environments. May
work in small spaces such as ceilings for wiring. Driving a vehicle to conduct work.

PHYSICAL DEMANDS:
Visual ability to read handwritten or typed documents and the display screen of various office equipment and machines; Ability to conduct verbal conversation in English and, possibly, a designated language; Hear normal range verbal conversation (approximately 60 decibels); Sit, stand, stoop, kneel, bend and walk; Sit for sustained periods of time; Climb slopes, stairs, steps and ladders; Lift up to 50 or more pounds; Carry up to 50 or more pounds; Exhibit full range of motion for shoulder external rotation and internal rotation, shoulder abduction and adduction, elbow flexion and extension, shoulder extension and flexion, back lateral flexion, hip flexion and extension and knee flexion; Operate office machines and equipment in a safe and effective manner; Ability to work in a safe and effective manner in the following: at various elevated heights on ladders, roofs, and in restricted spaces; Demonstrate manual dexterity necessary to operate calculator, typewriter and/or computer keyboard at the required speed and accuracy; and Conduct frequent repetitive arm, hand and body motion.

Salary Schedule: 719

Disaster Service Worker CA Government Code 3100. It is hereby declared that the protection of the
health and safety and preservation of the lives and property of the people of the state from the effects of
natural, manmade, or war-caused emergencies which result in conditions of disaster or in extreme peril to
life, property, and resources is of paramount state importance requiring the responsible efforts of public
and private agencies and individual citizens. In furtherance of the exercise of the police power of the state
in protection of its citizens and resources, all public employees are hereby declared to be disaster service
workers subject to such disaster service activities as may be assigned to them by their superiors or by law.

Salary : $36 - $55