Technician - District Support

Overview

ROLE AND

PURPOSE:

The primary responsibility of this role is to work as part of a team to provide a single point of contact for all campus staff to assist and resolve problems relating to computer-related services. This position is responsible for campus technology support, technology problem evaluation, management of technology-related work orders and inventory of District technology equipment.

Education/Certification:

• High School diploma or GED (required)
• A+ certification required or must be able to obtain A+ certification within one (1) year of employment
• Two (2) or more years of relevant work experience in a technical support position (preferred)

Special Knowledge/

Skills:

• Knowledge of computer hardware, software applications, peripherals, and ability to troubleshoot these devices
• Knowledge of various operating systems (Windows, Mac, iOS, ChromeOS, etc.)
• Knowledge of district software applications
• Ability to detect and resolve technical or technology-related problems
• Exceptional organizational, communication and interpersonal skills
• Experience with inventory processes preferred
• Experience with SaaS, including Microsoft Office 365 and GoogleGSuite
• Problem-solving abilities
• Willingness to work with children, school personnel and community
• Self-motivated/directed
• Good communication and interpersonal skills

General:

• Must exhibit a personality that demonstrates interpersonal skills to relate well with students, staff, administration, parents, and the community
• Be able to communicate effectively with all stakeholders, both orally and in writing, including principles of English and grammar usage
• Be able to work interactively with customers, staff, and vendors
• Display ethical and professional behavior while working with district personnel, students, parents, and outside agencies associated with the district
• Model behavior that aligns with organizational culture and climate expectations
• Demonstrate a positive attitude and the ability to work as a member of a team
• Self-motivated and works effectively under minimal supervision
• Be able to articulate technical issues in a concise manner
• Exercises discretion regarding matters of sensitive or confidential nature
• Exercises proper judgement and creativity in making decisions
• Demonstrate the ability to manage multiple tasks and work with all levels of technical ability
• Demonstrate the ability to read and interpret data

Supervisory Duties:

• none

Primary Duties:

• Actively resolve escalated end-user Service Requests, Incidents and Problems, within established SLAs
• Act as an escalation point for advanced or difficult Service Requests, Incidents and Problems
• Escalate Incidents and Problems with accurate documentation to suitable technician or vendor, according to Technology policies and procedures
• Reinforce SLAs to manage end-user expectations
• Liaise with department heads and end-users to define, identify procedures and establish documentation needs for hardware and software
• Analyze IT project requirements to determine types of documents and support needed
• Plan, design, research, write, and edit a range of documents, including user guides, manuals, technical specifications, training materials, user policies, and proposals, for both print and online media to create unified and consistent support documentation
• Review and maintain all training documents, materials and support documentation
• Contribute to technician knowledge base and training as needed
• Post software updates, drivers, knowledge base articles, and frequently asked questions resources in our Knowledge Base, to assist in problem resolution
• Provide support when request volumes are high
• Alert management to emerging trends in incidents and follow outage procedures
• Assist in software releases and rollouts according Release Management best practices
• Develop help sheets and FAQ lists for end-users
• Collaborate with systems and development staff to collect and interpret technical information
• Create and deploy feedback mechanisms for end users
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
• Provide support for the testing of new and existing software…