DISTRICT: Support Technician (Technology)

CLASSIFICATION: Non-Affiliated Administrator (AN)
Status: Full-Year Full-Time (Hourly Non-Exempt)

Contract: Non-Affiliated Administrator - Contract Addendum A

Reports to: Assistant Director of Technology

Benefits

This position is eligible for a longevity and degree stipend in addition to the hourly rate.

General Summary:

The Support Technician provides technical and troubleshooting assistance related to computer hardware and software network systems mobile devices low-voltage wiring support and other technology tools and products. The Support Technician is responsible for maintaining the staff support desk and ensuring effective resolutions are provided quickly and documented accurately. This position reports to the Assistant Director of Technology.

Principal Duties and Responsibilities:

1. Effectively professionally and respectfully represents Technology staff members teams and their services to TCAPS staff.
2. Provide support for all Technology products and services. Support may include answering questions troubleshooting problems teaching or instructing staff regarding software or hardware functionality and communicating policy.
3. Provide support for network operations building technicians data team audio visual technician and student support technicians.
4. Provides low-voltage wiring support for the district.
5. Determine the most effective manner to resolve customers technical issues. Engages in research and in-depth troubleshooting to resolve technical issues. Consult with technology department staff when necessary.
6. Records customer and problem information in our work order system.
7. Update Support Desk Tracking system with appropriate entries of activities and close tickets with resolution entered upon completion of the job.
8. Resolve work orders for technicians when possible.
9. Elevates complex and/or high-priority problems to the appropriate support groups for resolution.
10. Verifies that suggested solutions effectively resolve the users problems through verbal or email follow-up.
11. Works on projects as assigned by the supervisor or Technology Admin Team.
12. Maintains acceptable and reliable attendance.
13. Performs other duties as assigned.

Knowledge Skills and Abilities Required:

1. Associates degree or equivalent with previous experience and/or training with a variety of hardware software and networking devices; or other equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
2. Excellent organizational skills with emphasis on details and time management.
3. Ability to communicate effectively including listening speaking and writing skills.

1. Experience with or willingness to learn low voltage wiring. Knowledge of troubleshooting techniques on PC networking and networking protocols including TCP/IP.
2. Ability to follow complex oral and written instructions.
3. Ability to research solutions or information regarding technical issues.
4. Ability to read analyze and interpret information.
5. Ability to work independently and in a team setting is imperative.
6. Dependable reliable and protective of sensitive/confidential information.
7. Ability to reach stoop kneel crouch and utilize various tools involved in the installation of computer equipment and properly operate required office equipment such as a personal computer fax machine copier and the like.
8. Ability to work effectively and efficiently in high-stress or conflict situations.
9. Must have a good command of the English language in order to provide effective phone desk-side and email support and communication.

Physical and Mental Requirements:

1. Must be able to report on a regular and consistent basis to the office.
2. Maintain consistent and punctual attendance.
3. Duties include frequent walking and physical activity as well as use of hands and arms for signaling and light lifting/carrying.
4. Must have the ability to move about the building which includes bending pushing/pulling lifting twisting climbing stooping or crouching to complete work-related tasks.
5. Regular use of computer and other office equipment (printer/copy machine etc.)
6. The ability to listen and effectively communicate both written and orally information and ideas to a diverse population.
7. Ability to effectively discern information and formulate appropriate action(s).
8. Ability to critically think and provide appropriate solutions.
9. Ability to work effectively and efficiently in high-stress or conflict situations.
10. Ability to move and transport items weighing up to 50 pounds.
11. Must hold a valid drivers license and have the ability to drive to various locations throughout the district.

Environmental Conditions:

This position works in both indoor and outdoor environments with travel throughout the district. This role routinely uses standard office equipment such as computers phones photocopiers filing cabinets and fax machines. Duties may be completed in cold and hot temperatures as well as working with machines/equipment including work on ladders slippery and/or uneven surfaces.

Work Schedules:

Must be available for overtime and/or emergency overtime before and/or after regular scheduled workday when necessary.

Background Checks:

The individual selected for this position will be required to pass a criminal history background check.

Required Experience:

IC