Support Technician

Job Title: Support Technician

Reports to: Desktop Services Manager

Dept/School: Technology

Wage/Hour Status: Nonexempt

Pay Grade: Auxiliary 7/219 Days

Date Revised: 11/8/18

Primary Purpose:

The Technology Support Specialist role is to provide a single point of contact for end users to receive support and maintenance within the organizations desktop computing environment. This includes installing diagnosing repairing maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person by telephone or via email) in a timely and accurate fashion and provide enduser assistance where required.

Qualifications:

Education/Certification

College diploma or university degree in the field of computer science and/or 4 years equivalent work experience preferred.

Valid Texas drivers license and excellent driving record.

Industry Certifications preferred

Special Knowledge/Skills:

Excellent technical knowledge of PC and desktop hardware.

Excellent technical knowledge of PC internal components.

Handson hardware troubleshooting experience.

Extensive equipment support experience

Working technical knowledge of current protocols operating systems and standards.

Ability to operate tools components and peripheral accessories.

Able to read and understand technical manuals procedural documentation and OEM guides.

Major Responsibilities and Duties:

1. Perform onsite analysis diagnosis and resolution of complex desktop problems for end users and recommend and implement corrective solutions including offsite repair for remote users as needed.
2. Install configure test maintain monitor and troubleshoot enduser workstations and related hardware and software in order to deliver required desktop service levels.
3. Assess the need for and implement performance upgrades to PC boxes including the installation of CPUs I/O and NIC cards hard disks ribbon cables hard drives RAM memory chips CDROMs and so on.
4. Collaborate with LAN technicians/network administrators to ensure efficient operation of the companys desktop computing environment.
5. Where required administer and resolve issues with associated enduser workstation networking software products.
6. Receive and respond to incoming calls pages and/or emails regarding desktop problems.
7. Answer to and perform moves adds and changes (MAC) requests as they are submitted by line managers.
8. Ensure that physical desktop connections (i.e. RJ45 Ethernet jacks RJ11 telephone modem jacks connectors between PCs and servers etc. are in proper working order.
9. Prepare tests and applications for monitoring desktop performance then provide performance statistics and reports.
10. Assist in preparing maintaining and upholding procedures for logging reporting and statistically monitoring desktop operations
11. Develop and maintain an inventory of all monitors keyboards hard drives modems network cards and other components and equipment.
12. Accurately document instances of desktop equipment or component failure repair installation and removal.
13. If necessary liaise with thirdparty support and PC equipment vendors.

Supervisor Responsibilities:

None.

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors:

Climbing stooping bending and kneeling; frequent use of small hand tools and electronic test equipment; frequent district wide travel. Occasional prolonged and irregular hours are possible. Sometimes oncall 24 hours a day is required.

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The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Equal Oportunity Employer: Applicants for all positions are considered without regard to race color sex (including pregnancy) national origin religion age disability genetic information veteran or military status or any other legally protected status. Additionally the district does not discriminate against an applicant who acts to oppose such discrimination or participates in the investigation of a complaint related to a discriminating employment practice.

The district Title IX Coordinator isDayna Hardaway Director of Human Resources 1104 Broad St. Wichita Falls TX

Questions regarding posted positions should be addressed to human resources.

Required Experience:

IC