Technical Assistant – Desktop Support

The WISD's Mission

is to educate, serve, and advocate with students, families, schools, and the community. We disrupt racial inequities, build just educational systems, and expand access for all learners. We value human potential while striving to support current and future generations of Washtenaw County to enrich as many lives as we possibly can.

is to be a leader in empowering, facilitating, and delivering high-quality, boundary-spanning, educational system that educates all children through an equitable, inclusive, and holistic approach.

Provides end user support for agency computers and networking with demonstrated ability to troubleshoot and resolve issues across various platforms including Windows, Mac OS, iOS applications, and networking issues serving, both Instructional and Administrative Technology.

• Demonstrates a strong commitment to equity, social justice, and inclusion in all practices and position responsibilities.
• Demonstrates the ability to examine how his/her/their position (directly or indirectly) impacts educational inequities in student achievement outcomes.
• Engages in reflection and ongoing learning and development on critical concepts and terms identified in the Washtenaw ISD Educational Equity Policy including concepts such as cultural proficiency, racial equity, and systemic and structural inequities.
• Assists with creating and deploying complex computer images for both Windows and Mac OS systems.
• Manages and configures Mobile Device Management (MDM) for iOS, including device registration, configuration, and deployment.
• Coordinates help desk/end user support activities for the department and other desktop technicians.
• Provides application administration and management support for platform management and printing.
• Provides administration and configuration for managing various platforms such as Active Directory, Group Policy management, and other MDM solutions.
• Manages, administers, and configures network print services including Windows Print Servers and Mac OS X printer deployment.
• Manages, administers, and configures Windows Licensing Services.
• Manages network client distribution, management agents and related components.
• Provides information resources on instructional technology for teachers and other interested school personnel.
• Manages wireless computer equipment including set-up, monitoring and printing.
• Moves and relocates equipment both in-house and at out center locations.
• Manages Asset Inventory of computer equipment.
• Manages, installs, and configures Office 365 and its components.
• Automates and manages critical operating systems updates.
• Tests and recommends new hardware and software applications.
• Desires to offer exceptional customer service to the staff, students and families served by the WISD.
• Provides exemplary customer service by responding promptly and professionally to user inquiries.
• Demonstrates active listening to end-user needs and communicates technical solutions clearly, ensuring a positive user experience in all interactions.
• Creates and maintains user documentation for desktop support, ensuring clear guidance for end users.
• Trains and supports WISD and local district staff in the areas of administrative and instructional technology.
• Implements application of information technology resources to improve student learning and staff training, parent information and communication.
• Maintains regular, predictable attendance.
• PERFORMS OTHER DUTIES AS ASSIGNED.

N/A

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associates degree or equivalent coursework in information technology from an accredited school.
• Proven customer service experience, demonstrating an ability to troubleshoot and support both PC and Macintosh computers, including Windows, OS, and iOS devices.
• Two to three years of experience in supporting information technology on computer networks (TCP/IP based).
• Two to three years of experience supporting, maintaining, and upgrading Windows 10, Mac OS X, and Mac iOS.
• Experience with wireless network administration and management.
• Experience with integrating phone technologies with Outlook/Exchange.
• Experience with Microsoft Outlook.
• Experience with Virus updates and remediation and other software that conducts operating system updates.

• Microsoft certification - desired.
• A+ certification or equivalent.

• Demonstrates ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Demonstrates ability to write routine reports and correspondence.
• Demonstrates effective communication skills to…