Campus Technology Support Specialist I

POSITION TITLE:Campus Technology Support Specialist I

EXEMPTION STATUS: Nonexempt

REPORTS TO: Technical Support Manager

TERMS OF EMPLOYMENT: 11 or 12 months depending on employment calendar

HOURLY SALARY RANGE:Minimum $20.92 Midpoint $26.15 Maximum $31.38

Primary Purpose:

Install troubleshoot repair upgrade and support technology resources. Provide technical assistance for staff to facilitate the use of technology in the classroom or office.

Qualifications:

Education/Certification

Associate Degree in electronics or computer related field or equivalent three years work experience

A Technology Certification and/or Dell Computer Maintenance certification preferred

Valid Texas drivers license with appropriate insurance coverage

Special Knowledge/Skills

Strong organizational communication (verbal and written) customer service problemsolving skills

Ability to communicate technical terms and concepts to nontechnical users

Strong skills in technical support and maintenance

Strong computer skills in Microsoft technologies for productivity desktops messaging collaboration

conferencing PCbased computers and peripherals

Help desk experience and ability to understand and model excellent customer service practices and techniques

Experience:

Two years technical support experience in a managed networked PC environment

Major Responsibilities and Duties:

Technical Support

• Provide installation and technical assistance to teachers and administrators for districtsupported software hardware and peripherals.
• Assist with technology rollouts upgrades modifications and service implementation.
• Install update troubleshoot and repair computer equipment peripherals and software to support classroom instruction and administrative applications.
• Provide technical support in person remotely via the network and/or over the phone to end users including working at the Help Desk as assigned.
• Accurately document and maintain trouble tickets from first notification to resolution in district service management system.
• Diagnose assess and repair/maintain hardware or software related issues to assure ontime quality repair installation and/or configuration of district information technology resources.
• Work cooperatively with Campus Teacher Techs to support and promote technology usage and integration in the classrooms and curriculum.
• Betatest software and hardware being considered for purchase to determine if it will work within the district technology environment.
• Document product installations upgrades issues tips/tricks technical support notes etc.
• Manage user accounts for network access and within software packages that require an account.
• Replace parts when required including completing RMA requirements in a timely manner.

Communication

• Foster and promote effective use of information technology to improve teacher practice and student learning by sharing technical knowledge and insight.
• Followup and inform customers of call status and call resolution in a timely and consistent manner.
• Escalate technical service calls to appropriate personnel based on operating procedures and call analysis rules.

Policy Reports and Law

• Demonstrate and model compliance with the employee acceptable usage policy and other board policies regarding data and electronic communications networks.
• Demonstrate discretion and professionalism when accessing systems that may contain sensitive information and comply with district policy regulations and/or directives regarding information security and privacy practices.

Inventory

• Manage monitor and track district software licenses to ensure End User License Agreement compliance.
• Manage monitor and track district technology hardware through the departments inventory system.

Ensure disposal of surplus or obsolete equipment in accordance with district procedures.

Professional Growth and Development

• Keep informed of and comply with federal and state laws and district policies and regulations concerning job function.
• Maintain familiarity with the districts initiatives to better serve the needs of students.
• Attend professional growth activities to keep abreast of information management and technology services.
• Participate in district training continuous education and team projects to increase productivity.
• Maintain a professional appearance including conduct and dress.

Mental Demands/Physical Demands/Environmental Factors

• Tools/Equipment Used: Standard office equipment including computer printer peripherals telephone
• Posture: Prolonged sitting and standing; frequent kneeling/squatting/crouching bending/stooping pushing/pulling climbing twisting; reaching with arms extended
• Motion: Frequent repetitive hand motions keyboarding use of mouse wrist flexion/extension
• Lifting: Lifting and carrying up to 30 pounds without assistance 3055 pounds with assistance and more than 55 pounds with appropriate assistance
• Environment: Work is performed on campuses and other sites; frequent indistrict travel; occasional irregular and/or prolonged hours
• Mental Demands: Maintain emotional control under stress work with frequent interruptions

Required Experience:

Unclear Seniority