Job Title: Senior Support Technician

Wage/Hour Status: Non-Exempt

Reports to: Inventory Support Specialist

Pay Grade: Technology Pay 3

Dept. /School: Technology

Days:227

Primary Purpose: Provide online remote and in person technology support to all ECISD staff. Manage and train Support Technicians. The Senior Support Technician oversees advanced hardware software and on-site technical support operations for the districts two comprehensive high schools. This role is responsible for supervising technical staff coordinating campus and departmental technology needs and leading strategic initiatives and projects that strengthen the organizations overall technology infrastructure service delivery and long-term capabilities.

Qualifications:

Education/Certification:

• High School Diploma
• College degree (preferred)
• Relevant certifications (preferred e.g. CompTIA A Network or equivalent)

Experience:

Minimum of two years of information technology experience or an associate or bachelors degree in a technology-related field (e.g. Computer Science Information Technology Information Systems Cybersecurity).

Special Knowledge Skills:

• Understanding and experience troubleshooting classroom technology
• Understanding and experience with basic integration systems
• Attention to detail and accuracy
• Customer service skills and ability to work in fast-paced environments
• Advanced troubleshooting skills for hardware software and network-related issues
• Expertise in managing computer systems peripherals and software across platforms (e.g. Windows macOS ChromeOS)
• Advanced knowledge of networking principles and basic server operations
• Organizational skills in managing inventory and campus technology
• Familiarity with remote management tools and Active Directory
• Ability to lead and mentor Support Technician I and Support Technician II
• Exceptional customer service and communication abilities
• Strong project management and attention to detail
• Ability to lead team and campus projects
• Ability to be self-sufficient and self-taught
• Ability to work well in a team environment
• Ability to multitask and work collaboratively in a team setting
• Strong written and verbal communication abilities
• Professional demeanor and appearance

Major Responsibilities and Duties:

• Assists with training new technicians
• Manage schedule and accounts for Support Technician yearly training
• Review and improve Support Technician processes
• Possess professional appearance and demeanor
• Ability to interact professionally with staff and the campus environment
• Ability to handle heavy call volumes
• Logical computer and technology related troubleshooting knowledge
• Identify troubleshoot resolve and escalate technology issues promptly and appropriately
• Create and assign work orders for technicians with documentation to support issue
• Install and troubleshoot online programs and peripherals
• Computer/Laptop imaging
• Knowledge of all versions of Windows and Microsoft Office
• Lead and coordinate varies technology inventory audits
• Leading warranty claims and in-house repairs
• Perform other duties as assigned

Working Conditions: Ability to sit or stand for prolonged periods of time. Maintain emotional control under stress. Ability to lift carry or move up to 40 lbs. Must also have reliable transportation.

Mental Demands/Physical Demands/Environmental Factors: Maintain emotional control under stress. Frequent districtwide and statewide travel; occasional prolonged or irregular hours. Work in warehouse and office addition frequently lift and//or move up to 25 pounds and occasionally lift and/or move up to 50 pounds using proper safety precautions.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required. I have read understand and attest to the above description and funding relating to my daily activities.

Signature

Date

Required Experience:

Senior IC