NTAEL Support Technician

Reports to:Technology Services Zone Supervisor

Wage/Hour Status:Nonexempt

Pay Family:Information Technology

Pay Grade:02

Minimum Salary:$43700

Duty Days:230days per year

This position is a grant funded position and continued employment is contingent upon grant funding.

Primary Purpose:

Provides hardware and software support and just-in-time training to the North Texas Adult Education and Literacy (NTAEL) program. Supports the program and other team members as needed for project roll-outs. This includes installing diagnosing repairing maintaining and upgrading all end-user devices and equipment to ensure optimal workstation performance. Troubleshoots problem areas (in person by remote tools by telephone or via chat) promptly and accurately and provides end-user training as needed.

Qualifications:

Education and Certification

• High school diploma or equivalent

Experience

• Two (2) years of experience in an information technology-related field (preferred)

Special Knowledge and Skills (required)

• Knowledge of hardware including but not limited to printers projectors Chromebooks desktop computers and iPads
• Technical knowledge of PC internal components
• Hands-on hardware and software troubleshooting experience
• Working technical knowledge of current protocols operating systems and standards
• Experience working in a team-oriented collaborative environment
• Ability to operate tools components and peripheral accessories
• Working knowledge of SaaS including Microsoft Office 365 and Google Suite

Special Knowledge and Skills (preferred)

• Effective interpersonal skills and relationship-building skills
• Strong written and oral communication skills
• Analytical and problem-solving abilities with keen attention to detail
• Self-motivated and self-directed with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong customer service skills
• Ability to present ideas in user-friendly language
• Ability to read and understand technical manuals procedural documentation and OEM guides

Major Responsibilities and Duties:

• Provides excellent customer service by assisting end-users with technology-related incidents including computer hardware peripherals software and network troubleshooting promptly and professionally.
• Provides support for NTAEL devices.
• Responds to all technical needs for assigned campus or campuses including installing configuring testing maintaining monitoring relocating and troubleshooting district-owned hardware and software.
• Serves as NTAEL technical advisor providing users telephone remote desktop and on-site desktop support.
• Records and manages district equipment sent to repair depots for equipment under warranty or service contract.
• Troubleshoots and completes minor repairs on various devices including Chromebooks desktop units iPads projectors and network devices.
• Conducts preventative maintenance on all relevant hardware and software including computers monitors cables projectors phones Chromebooks and iPads.
• Coordinates with the technology department to maintain standards complete repairs and assist with installing computer labs or other technology equipment.
• Educates and trains end-users on the district technology standards and equipment usage as needed (computers phones projectors interactive projectors printers iPads etc.).
• Installs and configures new campus-based computer systems including hardware and software.
• Maintains accurate program inventory of technology equipment following all district processes and procedures for disposal and salvage of equipment.
• Follows proper procedures for requesting technology quotes and procuring new technology equipment for NTAEL including distribution and set-up.
• Attends department training and zone meetings to enhance knowledge base of current and upcoming technology changes.
• Assist technology and other teams including central technology with campus-based equipment rollouts including Chromebooks desktop units and phones.
• Keeps informed of and complies with State and district policies and regulations and campus procedures concerning technology.

Other Related Duties:

• Follows district safety protocols and emergency procedures.
• Participates in professional development department meetings and special events as assigned.
• Performs other duties as assigned.

Supervisory Responsibilities:

• None

Mental Demands/Physical Demands/Environmental Factors:

Tools and Equipment Used:Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals

Posture:Prolonged sitting and standing; regular kneeling/squatting bending/stooping pushing/pulling and twisting

Motion:Repetitive hand motion; frequent keyboarding and use of mouse; regular walking grasping/squeezing wrist flexion/extension reaching; may climb ladders

Lifting:Regular moderate lifting and carrying (up to 44 pounds); occasional heavy lifting and carrying (45 pounds and over)

Environment:Exposure to electrical hazards; occasional prolonged and irregular hours; frequent districtwide travel; may be required to be on-call 24 hours a day; occasional districtwide and statewide travel

Mental Demands:Maintain emotional control under stress; work with frequent interruptions

This document describes the general purpose and responsibilities assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Required Experience:

IC