Minimum salary:  $43,646/Days:  226

Primary Purpose:

Provide a single point of contact for all district staff, parents/legal guardians, and students to resolve problems to include but not limited to computer, software, and communications services. Responsible for help desk support via email, help desk, or phone related to technology issues and distribution of technology-related work orders.  Work closely with campus personnel and other technical staff.

Qualifications:

Education/Certification:

High school diploma or GED

Clear and valid driver’s license

Google Educator Level 1 (required or must obtain within 1 year)

Google Level 2, preferred

CompTIA A+ certification (required or must obtain within 1 year)

CompTIA Network+, Security+ or industry equivalent, preferred

Special Knowledge/Skills:

Broad knowledge of computer hardware and software applications

Knowledge of software used to develop spreadsheets, student information systems, databases, and word processing

Ability to input large amounts of data accurately and in a timely manner

Ability to detect and resolve technology-related problems on Windows, ChromeOS, and Apple OS-based systems

Ability to install, diagnose, and perform repairs on computers and peripherals

Possess strong verbal, written, organizational, and interpersonal skills

Ability to establish and maintain harmonious working relationships, demonstrating tact, diplomacy, and patience with those contacted in the course of work

Ability to provide the highest level of customer service and public relations

Experience:

1 year of work experience in technical support position (preferred)

Major Responsibilities and Duties:

Telephone Support

1. Receive phone calls and work cooperatively to assist end-users such as staff, parents/legal guardians, or students to resolve problems related to district software and hardware.

2. Communicate with software and hardware vendors to resolve end-user problems.

3. Communicate professionally with staff, parents/legal guardians, students, Campus Technicians, District Technicians, and Systems Administrators to detect and resolve end-user problems via helpdesk, phone, or email.

Technical Support

4. Assign priority to and process technology-related work orders. Evaluate and recommend technology-related repairs and costs. 

5. Analyze and identify trends in the help desk system and submit reports to administration accordingly.

6. Assist with the organization and distribution of technology-based material for classroom use.

Equipment Repair and Maintenance

7. Diagnose and repair network connectivity and hardware issues, including printers, telephony, and computing equipment.

8. Ensure successful data migration for staff/student computer replacements.

9. Service equipment according to established preventive maintenance schedule. Maintain accurate updated records of preventive maintenance.

10. Maintain accurate records of time and materials required to perform repairs and service.

Records and Reports

11. Maintain phone log records and use data to identify areas for improvement including training and maintenance support.

12. Compile, maintain, and file reports, records, and other documents as required.

13. Maintain accurate inventory of hardware, software, and other equipment and materials.

14. Assist with identifying, requesting, and modifying the inventory of repair parts.

Other

15. Comply with policies established by federal and state law, State Board of Education rule, and local board policy.

16. Respond to after-hours emergencies as needed.

17. Follow district safety protocols and emergency procedures.

18. Assist with on-boarding and training new personnel.

Supervisory Responsibilities:

None.

Mental Demands/Physical Demands/Environmental Factors:

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

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

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

Lifting: Moderate lifting and carrying (up to 44 pounds)

Environment: Occasional prolonged and irregular hours; occasional district-wide travel; May be required to be on-call 24 hours a day.

Mental Demands: Work with frequent interruptions; maintain emotional control under stress