1.0 Technology Service Specialist II - Spellman Education Center

Technology Specialist II

Ideal Start Date: ASAP

About West Chester Area School District:

West Chester Area School District serves more than 12,000 students across 17 schools:  11 elementary, 3 middle, and 3 high schools.  The district covers a 75-square-mile area that includes West Chester Borough and surrounding townships in Chester and Delaware Counties.  The district boasts strong academic outcomes, including a 95% graduation rate, placing it in the top 10–20?percent of Pennsylvania public school districts.  To learn more about strategic initiatives WCASD is leading, please visit Our Initiatives - West Chester Area School District.

Summary:

The Technology Specialist II provides Level 2 technical support to district staff and serves as a liaison between building-level staff and Central Office Technology Support. This position is responsible for diagnosing, troubleshooting, repairing, configuring, and maintaining district-supported technology devices, systems, and peripherals. The Technology Specialist II works independently to resolve technical issues, coordinates with other Technology staff to address service requests, supports technology deployments and initiatives, and assists with the development and documentation of technology procedures and resources.

Essential Duties and Responsibilities:

This list is intended to be illustrative rather than complete and does not express or imply that these are the only duties to be performed by the incumbent. The employee may be required to perform other position-related duties as assigned.

• Install, configure, troubleshoot, upgrade, maintain, and repair district-supported computers, operating systems, printers, peripherals, and other technology equipment.
• Perform on-site analysis, diagnosis, troubleshooting, repair, and resolution of technology-related issues for end users.
• Identify and implement appropriate hardware and software solutions and coordinate off-site repairs when necessary.
• Provide Level 2 technical support and appropriately escalate complex or unresolved issues to the appropriate Technology staff.
• Monitor, manage, and maintain requests submitted through the District's incident reporting system, ensuring issues are addressed and resolved in a timely manner.
• Coordinate with Technology staff to manage daily client service requests and ensure appropriate follow-up and resolution.
• Assist with the deployment, configuration, maintenance, and replacement of technology devices and related equipment throughout the District.
• Assist with the implementation and maintenance of District technology processes, procedures, and initiatives.
• Develop, maintain, and communicate technical documentation, procedures, and user resources for Technology staff and end users.
• Assist with providing technology training and technical guidance to District staff.
• Participate in the evaluation of technology hardware, software, and other technology solutions.
• Collaborate with Technology staff and building personnel to identify technology needs and implement effective solutions.
• Exercise independent judgment in prioritizing assignments, resolving technical issues, and determining when escalation or additional support is required.
• Perform Level 1 duties and responsibilities as needed.
• Perform other duties as assigned.

Minimum Qualifications:

To successfully perform this position, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below represent the minimum education, training, skills, and abilities necessary for the position.

• Associate degree in Information Technology, Computer Science, or a related field; equivalent education, training, and/or experience may be considered.
• Demonstrated knowledge of computer hardware, operating systems, software applications, peripherals, and related technology.
• Experience troubleshooting and resolving technology issues in a customer service or technical support environment.
• Strong communication, organizational, analytical, problem-solving, and teamwork skills.
• Ability to provide effective technical assistance and communicate technical information to users with varying levels of technology experience.
• Ability to work independently, prioritize assignments, meet deadlines, and follow through to completion with minimal supervision.
• Ability to exercise sound judgment and make appropriate work-related decisions.
• Ability to establish and maintain effective working relationships with administrators, supervisors, staff, students, and others.
• Required technology certifications, if applicable, must be obtained and maintained based on current District hardware and software support requirements. Required certifications must be valid within six months of employment.
• Must possess a valid driver's license.

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of the position.

• The employee will frequently use hands to finger, handle, and feel objects, tools, and controls and will regularly be required to talk and hear. The position requires sitting for approximately 80% of the workday, with occasional standing, walking, stooping, kneeling, crouching, and other movement as necessary to perform job duties.
• The employee must have the ability to lift and/or move items weighing up to 50 pounds and possess sufficient close and color vision, as well as the ability to adjust focus, to perform the essential functions of the position.
• The position may require the employee to work under periods of stress associated with technical support responsibilities, competing priorities, and the need to resolve issues in a timely manner.

Reporting Relationships:

The Technology Specialist II works collaboratively with the Coordinators of Instructional Technology, Building Principals, and other District Technology staff. The position works cooperatively with administrators, supervisors, staff, students, and other District personnel to provide effective and timely technology support and to fulfill the responsibilities of the position.

Terms of Employment:

• This position is a 12 month position (260-262 days).
• Salary (step/level placement) & Benefits are as described in the current Collective Bargaining Agreement.

Representation:

West Chester Area School District employees fall into the following groups:

• West Chester Area Education Association (Teachers, Instructional Coaches, and Long-Term Substitutes)
• West Chester Area Education Support Professionals Association (Paraprofessionals, Secretaries, Clerks, Technicians, and Specialists)
• West Chester Area School District Act 93 Administrators’ Compensation Plan
• West Chester Service Support Professionals (Facilities and Operations Staff Members)
• Non-Bargaining Members (Supervisory, Technical, and Confidential Employees)

This position is represented by West Chester Area Education Support Professionals Association (Paraprofessionals, Secretaries, Clerks, Technicians, and Specialists). 

Disclaimers and Affirmations

The West Chester Area School District provides equal employment opportunities to all employees and applicants for employment without regard to race, color, age, creed, religion, sex, sexual orientation, ancestry, national origin, disability, pregnancy, marital status, gender identity, or genetic information. Please refer to Board Policy 104 for further information regarding the District's commitment to Nondiscrimination in Employment Practices.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.