Technology - Systems Support Specialist II

Purpose

Provide technical support to customers via phone or remote access on all district supported hardware, software and peripherals. Troubleshoot problems and determine source, and advice on appropriate action. Assist WISD staff with procurement of computers, licensing, network, telecommunications, and related equipment and services according to federal, state, and district requirements.

Qualifications

Education/Certification

• High School diploma or GED
A certification

Special Knowledge/Skills

• Broad knowledge of computer hardware and software applications
• Ability to detect and resolve problems
• Familiar with a variety of the front office concepts, practices and procedures
• Excellent organizational, communication and interpersonal skills
• Knowledge of various operating systems (Windows)
• Knowledge of procurement policies and practices
• Demonstrate proficiency in handling matters of highly confidential nature
Must possess personal qualities related to respect for the rights and confidentiality of others

Experience

• One year’s experience installing, maintaining and repairing computers and peripherals;
Two years’ experience in technology procurement role.

Major Responsibilities and Duties

Technical Support

• Install, configure, maintain, and upgrade computers and peripherals, network cabling, and network peripherals throughout the district. Relocate computer hardware, peripherals, and equipment as needed.
• Provide technical assistance to users of computers, instructional equipment, and software.
• Install and configure application and operating system software and upgrades.
• Assist with the installation, maintenance, troubleshooting, and repair of data communications circuits and equipment.
Assist with the organization and distribution of technology-based material for classroom use.

Equipment Repair and Maintenance

• Diagnose and repair network connectivity and hardware issues, including printers, terminals, and personal computers.
• Remove old equipment and perform data migration to new machines.
• Service equipment according to established preventive maintenance schedule. Maintain accurate updated records of preventive maintenance.
Maintain accurate records of time and materials required to perform repairs and service.

Inventory

• Maintain accurate inventory of hardware, software, and other equipment and material at assigned site(s).
• Identify, request, and control the inventory of repair parts.

Help Desk Support

• Receive phone calls and work cooperatively to assist end-users to resolve problems and use software and hardware. Communicate with software and hardware vendors to resolve end-user problems.
Communicate with district technology staff to help detect and resolve end-user problems with internally developed applications and database management.

Safety

• Operate tools and equipment according to prescribed safety procedures;
• Follow established safety procedures and techniques to perform job duties including lifting, climbing and carrying;
• Correct unsafe conditions in the work area and report any conditions that are not correctable to the supervisor immediately
Follow guidance for Mobile Devise Repair: The document is an addendum to the job description

Professional Conduct

• Demonstrates ability to remain calm and withstand pressures
• Flexible to changes in routine and adapts quickly to changing situations
• Reliable and responsible attendance and punctuality
Avoid speaking ill of the district and district personnel

Other

• Assist with assessment of requests for other technology related goods and services by ensuring that are allowable under limitations, restrictions, and policies;
• Provide quotes from approved vendors for appropriate goods and services;
• Maintain district licensing database;
• Comply with policies established by federal and state law, State Board of Education rule, and local board policy.
• Comply with all district and campus routines and regulations.
• Respond to after-hours emergencies as needed.
Perform other duties as assigned by the supervisor or other administrator that are consistent with the general requirements and qualifications for the position

Supervisory Responsibilities

WORKING CONDITIONS :

Mental Demands/Physical Demands/Environmental Factors

The working conditions described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

• Some district wide travel
• Occasional prolonged and irregular hours
• Tools/Equipment Used: Standard office equipment including personal computer and peripherals.
• Posture: Frequent sitting and standing; occasional bending/stooping, pushing/pulling, and twisting
• Motion: Repetitive hand motions; frequent keyboarding and use of mouse; occasional reaching
• Lifting: Occasional light lifting and carrying (less than 15 pounds); occasional physical restraint of students to control behavior
• Environment: May work prolonged or irregular hours; work inside and outside (exposure to sun, heat, cold, and inclement weather), exposure to noise; occasional districtwide and statewide travel
• Mental Demands: Work with frequent interruptions; maintain emotional control under stress.