EPIC IT Support Technician

Employment Term:Full-time/240 days per fiscal year

Salary:Based upon the FY27 EPIC Professional Pay Scale with years of experience

Position Overview:The IT Support Technicianwill providetechnical supportto the programs and counties that are included in the EPIC roleis responsible forinstalling andmaintainingcomputer systems classroom technologywired and wirelessnetworks andemployeeaccounts.

The ideal candidate is service-oriented technically skilledat troubleshooting and repairing hardware and software issues patient with users of varying technical abilitiesand self-motivated to consistently learn.

Please note:Applicants who have been dismissed or who have had their contracts non-renewed for cause by any school system who have recent unsatisfactory evaluations by any school system who demonstrate unsatisfactory interview performance and/or who receive unfavorable reference recommendations from related work experience will not be eligible for consideration for employment with EPIC.

Qualifications:

Required:

• Associate degree in Information Technology Computer Science or related field or equivalent experience

• 13 years of IT support or help desk experience

• Knowledge of Windows operating systems

• Experience troubleshooting hardware software and network connectivity issues

• Familiarity with Microsoft 365 Google Workspace or similar platforms

• Strong communicationand customer service skills

• Ability to prioritize tasks and manage multiple requests

• Valid drivers license

Preferred:

• Experience working in a school college or educational setting

• Knowledge of Extreme Wireless Networks ethernet cabling Microsoft Server

• Experience with Active Directory device management tools ticketing systems

• Industry certifications such as CompTIA A NetworkSecurity

Skills & Competencies:

• Technical troubleshooting

• Customer service and interpersonal communication

• Problem-solving and analytical thinking

• Time management and organization

• Team collaboration

• Adaptability in a dynamic environment

• Documentation and recordkeeping

Key Responsibilities:

Technical Support:

• Provide technical support for hardware software and network issues

• Respond to help desk tickets phone callsandemailsin a timely manner

• Troubleshoot desktops laptops printers interactive boards and mobile devices

• Install configure andmaintainWindows macOS and/or Chromebook devices

• Support classroom technology and instructional software applications

• Assistusers with password resets account access and multi-factor authentication

Systems & Network Support:

• Maintain and troubleshoot local area networks (LAN) wireless connectivity and internet access

• Assistwith device imaging software deployment and system updates

• Assistwithmaintainingservers and phone system in EPIC Office

• Supporttechnologyused in classrooms labs and meeting spaces

• Maintain inventory of IT equipment and technology assets

User Training & Customer Service:

• Provide technology guidance and basic training to faculty staff and students

• Create andmaintaintechnical documentation and user guides

• Communicate technical information clearly to non-technical users

• Promote positive customer service and professional support standards

Security & Compliance:

• Follow organizational IT security policies and data privacy standards

• Assistwith antivirus management endpoint protection and cybersecurity awareness

• Support backup procedures and disaster recovery processes

• Maintain confidentiality of student and staff information

Working Conditions:

• May require lifting and moving computer equipment up to 50lbs

• Frequent movementin office and driving between locations in eight counties

• Occasional evening or weekend support duringspecial eventsor system upgrades

Tools & Technologies:

• Microsoft 365

• Google Workspace for Education

• Active Directory

• One-to-One Plus (Ticketing and Inventory System)

• Extreme WirelessNetworks

• WindowsApple iOS

• Printers and multifunction devices

• Newline Interactive Boards

• Remote Access Software

Reports To:IT Manager; EPIC Administrator

Conditions of Employment: Recommended by the EPIC Administrator; Confirmed by the EPIC Regional Council

Probationary Employment Period Notice:

The selected candidate for this position will be subject to a ninety (90) day introductory/probationary period beginning on the first day of employment. During this period the employees job performance attendance conduct and overall suitability for the position will be evaluated.

Successful completion of the probationary period does not alter the at-will nature of employment. Employment withEPIC remains at-will and may be terminated by either the employee orEPIC at any time with or without notice and with or without cause in accordance with applicable federal and West Virginia laws.

The Eastern Panhandle Instructional Cooperative is an Equal Opportunity Employer.

Required Experience:

IC