Support Technician - 226 Days

Job Title: Technician Wage/Hour Status: NonExempt

Job Role: Support Funding Source:

Department/School: Technology Pay Grade: OS 7

Function: Technology

Reports to: Field Operations Coordinator HR Date Approved: May 2022

HR Date Revised: January 2024

SUMMARY:

Deliver courteous and professional services to deploy troubleshoot and resolve issues for all endpoint devices software and peripherals including Windows Android and Apple operating systems.

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

Technology and Audio Visual

• Deliver nondisruptive prompt courteous and professional service to endusers at all times in a timesensitive learning environment.

• Deploy update configure and troubleshoot all end point devices including mobile devices hardware software applications and mobile apps in Microsoft Google and Apple environments.

• Follow ITIL procedures to complete tasks for incidents requests and problem resolution.

• Troubleshoot and remediate incidents and requests effectively in the field by phone and using remote support tools.

Analysis and Collaboration

• Provide technical assistance to other Technicians when required.

• Participates in a variety of meetings for the purpose of conveying and gathering information regarding a wide variety of subjects required to carry out their responsibilities.

• Assist Service Desk Specialists and Analysts to gather information and deploy services.

Recordkeeping Reporting and Inventory

• Document all issues activities and resolutions using consistent and clear language.

• Utilize knowledgebase and suggest documentation improvements.

• Perform inventory management of equipment wirings and accessories to avoid any shortages.

Policy Reports and Law

• Prepare technical reports by collecting analyzing and summarizing information and trends track statistics on issue and problem resolution.

• Maintain confidentiality.

• Maintain excellent working relationships and communicate effectively with all District personnel and the community.

• 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 and 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

• Valid Drivers License

• A Net or operating system certification (preferred)

Experience:

• Two 2 years audio/visual technical services (preferred)

• Experience in K12 education organization (preferred)

SPECIAL KNOWLEGDGE/SKILLS/ABILITIES:

• Knowledge of ITIL

• Knowledge of change management

• Knowledge of tools and techniques to measure service delivery against agreed service levels

• Excellent communication written and verbal

• Ability to oversee timely delivery of quality technical support service to clients

• Knowledge of the software or hardware systems being supported and effective personnel management skills

• Knowledge and experience of managing vendors and external service providers

• Strong organizational skills

SUPERVISORY RESPONSIBILITES:

• None

MENTAL/PHYSICAL DEMANDS AND ENVIRONMENTAL FACTORS:

Tools/Equipment Used:

• Standard office equipment including personal computer and peripherals

• IP network equipment (Ethernet and AVB cables)

• Computer systems (macOS and PC operating systems)

Posture:

• Prolonged sitting and standing; bending/stooping pushing/pulling and twisting

Motion:

• Repetitive hand motions frequent keyboarding and use of mouse; occasional reaching

Lifting:

• Occasional lifting and carrying 50 to 80 pounds

Environment:

• May work prolonged or irregular hours; occasional districtwide and statewide travel

• Work to be completed onsite from assigned school or building; regular exposure to noise and computer monitors

• No remote work

Mental Demands:

• Work with frequent interruptions; maintain emotional control under stress work; prolonged or irregular hours

Required Experience:

IC