Campus Technology Support Specialist II

POSITION TITLE:Campus Technology Support Specialist II

EXEMPTION STATUS: Non-exempt

REPORTS TO: Technical Support Manager

TERMS OF EMPLOYMENT:12 months

HOURLY SALARY RANGE:Minimum $22.49 Midpoint $28.11 Maximum $33.73

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. Serve as liaison between the CTSS team and the networking and data processing teams. Assist in the daily operation and maintenance of end-user network connectivity issues as assigned.

Qualifications:

Education/Certification

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

CompTIA A Technology Certification CCNA Server and/or AIS certifications preferred (multiple desired)

Help Desk Institute 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 problem-solving skills

Ability to communicate technical terms and concepts to non-technical users

Strong skills in technical support and maintenance

Strong computer skills in Microsoft technologies for productivity desktops messaging collaboration conferencing PC-based computers and peripherals

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

Familiarity in the maintenance of telecommunication equipment Ethernet LANs (including switches) and wireless equipment

Understanding of software database structures to include fields tables relational database structures

Cognos and/or financial/student management system experience preferred

Experience:

Two years technical support experience in a managed networked PC environment

One year experience using Microsoft Windows Server including Active Directory preferred

Major Responsibilities and Duties

Technical Support

• Provide technical support to end-users including working at the Help Desk as assigned.
• Troubleshoot the districts financial and student data systems Cognos & other database programs to expedite issue resolution.
• Have thorough knowledge of wireless network infrastructure and wireless access points to communicate with wireless capable clients. Program clients for effective wireless capabilities. Troubleshoot end-user wireless connectivity problems.
• Add delete and maintain an accurate Active Directory including managing user accounts and computer accounts/roles within Active Directory groups and objects.
• Diagnose assess and repair/maintain hardware or software related issues to assure on-time quality repair installation and/or configuration of district information technology resources. Communicate with software and hardware vendors to resolve end-user problems.
• Provide installation and technical assistance to teachers and administrators for district-supported software hardware and peripherals.
• Assist with technology roll-outs upgrades modifications processes and service implementation.
• Foster and promote effective use of information technology to improve teacher practice and student learning by sharing technical knowledge and insight.
• Accurately document and maintain service tickets from first notification to resolution in district service management system.
• Document product installations upgrades issues tips/tricks technical support notes etc.

Testing and Development

• Develop Custom Factory Integration (CFI) Images distribute projects to manufacturer and validate prototype for release of new purchases for district equipment in a timely manner.
• Develop software images and MSI files for deployment and installation of software packages or updates.
• Beta-test software installations before they are deployed and determine the necessary security requirements.
• Develop installation instructions for staff for programs that must be installed by a technician.
• Beta-test software and hardware that users are considering purchasing to determine if it will work in the SAISD technology environment.

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

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

Safety and Security

• Protect and safeguard software licenses media and product keys from malicious use abuse theft and piracy.
• Follow established safety procedures and techniques to perform job duties.

Professional Growth and Development

• Keep informed of and comply with all 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 behavior 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 30-55 pounds with assistance and more than 55 pounds with appropriate assistance
• Environment: Work is performed on campuses and other sites; frequent in-district travel; occasional irregular and/or prolonged hours
• Mental Demands: Maintain emotional control under stress work with frequent interruptions

Required Experience:

Unclear Seniority