POSITION TITLE: TECHNOLOGY SUPPORT SPECIALIST REPORTS TO: TECHNOLOGY SUPPORT LEAD OVER-TIME STATUS: NON-EXEMPT PAY GRADE: 110

JOB SUMMARY:

The TSSs role is to provide support and maintenance of the organizations technology to include (but not limited to) Desktop/laptop computing Audio/Video projection systems and Interactive Flat Panels (IFP) printers and peripherals and hand-held devices (User facing technologies). This support and maintenance include installing diagnosing repairing maintaining and upgrading all equipment/software to ensure optimal performance. The person will also troubleshoot incidents and problems (in person from the help desk by telephone or via e-mail) in a timely and accurate fashion and provide end-user assistance with technology where required.

The incumbent is part of the (OIT) service and support team and will work closely with building administrators and central support staff in addressing system interoperability and support of district standards. Daily operational assignments and duties are assigned by the Customer Support Supervisor and Technology Support Leaders (TSL) utilizing a help desk ticket tracking system.

ESSENTIAL DUTIES:

• Assist in developing long-term strategies and capacity planning for meeting the needs of our technically diverse user community.
• Conduct research on products in support of OIT procurement and development efforts. Evaluate and recommend products for purchase.
• Write technical specifications for the purchase of User-facing technologies.
• Perform analysis diagnosis and resolution of complex technological problems for end users and recommend and implement corrective solutions including offsite repair for remote users as needed.
• Install configure test maintain monitor and troubleshoot end-user technology and related hardware and software in order to deliver required services.
• Assess the need for and implement performance upgrades to hardware and software.
• Collaborate with central support staff to ensure efficient operation of the organizations computing environment.
• Receive and respond to open tickets regarding the use and performance of technology equipment and services to include but not limited to: desktops laptops tablets printers projectors data communications equipment classroom interactive technologies software etc.
• Work on the divisions helpdesk by assigning tickets to team members conducting surveys resolving incidents and working on assigned projects.
• Prepare tests and applications for monitoring desktop performance then provide performance statistics and reports.
• Assist in preparing maintaining and upholding procedures for logging reporting and statistically monitoring computer operations.
• Develop and maintain an inventory of all computers monitors printers and other components and equipment.
• Accurately document instances of equipment or component failure repair installation and removal through the help desk ticket system.
• If necessary liaise with third-party support and PC equipment vendors.
• Other duties as assigned.

JOB SPECIFICATIONS/PHYSICAL REQUIREMENTS:

Excellent technical knowledge of PC and desktop hardware including monitors printers and technical knowledge of PC internal -on hardware troubleshooting technical knowledge of current protocols operating systems and standards including Windows 7/8/10 TCP/IP Active Directory and Remote to operate tools components and peripheral to read and understand technical manuals procedural documentation and OEM to conduct research into PC issues software and products as understanding of the customer-focused service interpersonal skills and relationship-building written and oral communication to present ideas in user-friendly of the organizations goals and objectives. Analytical and problem-solving abilities with keen attention to detail. Self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working in a team-oriented collaborative environment. Strong customer-service orientation.

Sitting for extended periods of of hands and fingers to operate a computer keyboard mouse hand and power tools and to handle other computer and transporting of heavy to moderately heavy objects such as computers and peripherals (up to 50 lbs).

EDUCATION AND EXPERIENCE:

Minimum of three years desktop support experience and MTA (Microsoft Technology Associate) certification or higher; or a Minimum of three years desktop support experience and an associate degree or higher in technology related field.

APPLICATION PROCEDURE:

All applicants please submit an online application with supporting documents.

PORTSMOUTH PUBLIC SCHOOLS IS AN EQUAL OPPORTUNITY EMPLOYER

Required Experience:

IC