Technician 2

Job Description

Job Title: Technology Technician II
Reports To: Lead Technician
Supervises: None
Term of Employment: 12-month full-time position with benefits contingent upon satisfactory performance and overall good standing
Salary: Salary commensurate with the North Carolina State Salary Schedule

Purpose of Position

The Technology Technician II provides technical support and assistance to the Technology Department in a centralized location and across district sites. This position supports students staff schools and central office locations by assisting with device repair configuration deployment inventory management and escalated (Level 2) technical support. The position also supports technology refresh projects system maintenance documentation training and crisis response for major technology outages that impact the educational environment.

Qualifications

Minimum Qualifications:

• Associates Degree and two (2) years of technology support and device repair experience
  OR

• Five (5) years of technology support experience

Preferred Qualifications:

• Associates Degree and four (4) years of technology support and device repair experience

Essential Skills and Knowledge

• Knowledge of K12 educational computing environments

• Knowledge of macOS and Windows end-user devices

• Knowledge of local area networks and basic network management

• Knowledge of productivity software and applications

• Knowledge of debugging diagnostic and repair techniques and tools

• Knowledge of macOS and Windows application installation and deployment

• Working knowledge of SCCM

• Working knowledge of Mobile Device Management (MDM) systems

• Strong attention to detail

• Skill in quality assurance and process analysis

Responsibilities Duties and Expectations

• Answer phones and provide technical assistance as needed

• Triage and assist with the repair of technology devices including broken and warrantied equipment

• Use a work-order ticketing system and inventory system to track repairs assets and device ownership

• Configure technology devices to district standards including operating systems software and enrollment in appropriate management systems

• Install new technology equipment and support technology projects and refresh initiatives

• Assist with pickup and delivery of technology devices as needed

• Support school inventory procedures and participate in inventory audits

• Manage and maintain assigned technology systems to the highest operational standards

• Provide escalated (Level 2) technical support to the Technology Team

• Document and communicate system status processes and procedures to the Technology Team and stakeholders

• Provide crisis management support for major outages that may significantly impact the educational environment

• Train end users and develop supporting documentation for technology systems

• Perform related duties as assigned

Physical Requirements

• Ability to communicate effectively using speech vision and hearing

• Ability to use hands for simple grasping and fine manipulation

• Ability to bend squat reach and perform physical movement as required

• Ability to lift carry push or pull up to 50 pounds

• Ability to frequently operate automotive equipment for district-related travel

Required Experience:

IC