Senior Technology Specialist 226 Days
Senior Technology Specialist 226 Days
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Job Description
Job Title: Specialist Wage/Hour Status: NonExempt
Job Role: Senior Technology Funding Source: Local
Pay Grade: OS 11
Department/School: Technology
Function: Technology
Reports to: Director of Technology Support HR Date Approved: August 2016
HR Date Revised: August 2024
SUMMARY:
Delivers courteous and professional services including the Child Nutrition Department to deploy troubleshoot and resolve issues for all endpoint devices software and peripherals including Windows and Apple desktops laptops mobile devices applications mobile apps projectors and interactive displays. Prioritizes service tasks remote support and field support as assigned through the Service Help Desk or by the Field Operations Coordinator. Documents all service tickets with consistent and accurate information.
The essential functions pursuant to the Americans with Disabilities Act may include the characteristic duties and responsibilities noted herein however this list represents examples only and is not a comprehensive listing of all functions and tasks performed by positions found in this job description.
- Model KISD core organizational beliefs and values; perform duties effectively and efficiently for the purpose of supporting and contributing to high student achievement.
- Provide program support and service delivery; communicate effectively within and across teams and participate in crossfunctional work groups.
- Maintain a commitment to the District mission; model District expectations through personal leadership and actively support the efforts of others to achieve District goals.
MAJOR RESPONSIBILITIES AND DUTIES
Technical Support
- Deliver nondisruptive prompt courteous and professional service to endusers including the entire Child Nutrition Department at all times in a timesensitive learning environment.
- Resolve customer questions/concerns efficiently and effectively through the use of active listening.
- Provide desk side support to end users.
- Escalate issues to Tier III or vendors as necessary.
- Utilize knowledgebase and suggest documentation improvements.
Equipment Repair and Maintenance
- Deploy update configure and troubleshoot endpoint devices including mobile devices hardware software applications and mobile apps in a Microsoft and Apple environment.
- Troubleshoot and remediate incidents and requests effectively in the field by phone and using remote support tools.
- Complete tasks for incidents requests and problem resolution following appropriate processes.
Staff Development
- Mentor technicians and student technical teams with an alwaysavailable attitude.
- Lead small project teams as assigned.
- Collaborate with staff for problem management.
- Provide support and assistance for the Service Help Desk and other technical staff as needed.
Records and Reports
- Document all service tickets activities and resolutions with accurate consistent and clear information.
- Enter update and complete service desk tickets with accuracy and clarity.
Policy Reports and Law
- Maintain confidentiality.
- Develop and maintain systems for retrieval of information in support of all programs; compile maintain file and secure all physical and computerized reports records and other required documents.
- Pursue Professional Development activities for self; ensure that Professional Development activities are aligned with District goals and initiatives and current professional research.
- Comply with all policies operating procedures legal requirements and verbal and written directives.
- Comply with the Professional Code of Ethics and Standard Practices for Texas Educators.
- Follow District safety protocols and emergency procedures.
- Perform other related duties as assigned.
QUALIFICATIONS:
Education/Certification
- High school diploma or equivalent
- A Net or operating system certification (preferred)
- Associates degree preferred or equivalent combination of education and job related experience or equivalent combination of advanced IT certifications and job related experience.
Experience
- Two 2 years successful experience supporting users technology or servicing
endpoint devices and software
- Experience in K12 education organization (preferred)
SPECIAL KNOWLEGDGE/SKILLS/ABILITIES:
- Strong communication and interpersonal skills are a must
- Ability to work in open spaces in a highly collaborative team environment
- Ability to prioritize tasks
- Knowledge in supporting issues and changes through a ticketing system
- Knowledge of troubleshooting issues with Apple and Windows client platforms
- Knowledge to service and repair desktop and laptop hardware and complete warranty RMAs
- Knowledge in supporting users with Apple devices and iOS configurations
- Skill in productivity applications such as Microsoft Office Google Docs and Office 365
- Ability to support users utilizing remote service and support tools
- Knowledge of selfhelp strategies
SUPERVISORY RESPONSIBILITES:
- None
MENTAL/PHYSICAL DEMANDS AND ENVIRONMENTAL FACTORS:
Tools/Equipment Used
- Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals; Standard office equipment including personal computer and peripherals
Posture
- Prolonged sitting and standing; regular kneeling/squatting bending/stooping pushing/pulling and twisting
Motion
- Repetitive hand motion; frequent keyboarding and use of mouse; regular walking grasping/squeezing wrist flexion/extension reaching; may climb ladders
Lifting
- Occasional light lifting and carrying (up to 30 pounds
Environment
- Work to be completed onsite from assigned school or building
- Occasional prolonged and irregular hours; frequent districtwide travel
Mental Demands
- Work with frequent interruptions; maintain emotional control under stress
Required Experience:
Senior IC
Employment Type
Full-Time
