Service Technician

Description

Job Summary: Provides front-line support for end-user devices, classroom and conference room technology, and foundational systems services across Bucks IU. This role combines hands-on technical support with coordination of services across field locations, vendors, and internal teams.

EssentialFunctions:

• Provide front-line technical support for computer hardware, end-user devices, peripherals, applications, and operating systems.
• Own the imaging and initial configuration of all new staff and student devices, ensuring devices are prepared, secured, and ready for deployment.
• Oversee support ticket systems for Bucks IU and Systems Net cases.
• Coordinate maintenance and repair of conference room equipment and systems.
• Serve as liaison with technical vendors, contractors, consultants, and service providers.
• Act as primary contact for student device support requests.
• Maintain inventory system, including the inventory of laptops, desktops, mobile devices, and other technology equipment.
• Participate in building maintenance and new site openings by supporting technology installations and requests, including Smartboards, cabling, networking, phones, conference rooms, and end-user needs.
• Support directory services by assisting with user account creation, changes, and access requests within Active Directory.
• Process and manage all device repairs, including on-site troubleshooting, coordination with approved vendors, and adherence to established repair and warranty processes.
• Assist with maintaining all technical documentation.
• Participate in live or recorded training sessions for Bucks IU staff.
• Manage technology lending library.
• Assist with the creation and execution of technical bids and service contracts.
• Provide on-site and remote technical support; provide emergency on-call support for on-site and remote technical issues 24/7/365, as needed.
• Seek new and innovative ways to develop and deploy technical services for Bucks IU and countywide stakeholders.
• Assist in the process to build and maintain program-specific software for desktops and laptops.
• Provide timely recommendations to improve technical services.
• Perform system and device installation within Bucks IU, its offsite locations, and school districts, as required.
• Identify computer-related problems and provide solutions, via telephone, personal contact, or remote diagnosis, for all IU staff users (help desk, software and hardware questions).
• Interpret, assimilate and utilize technical information relative to networks, hardware, software and peripheral equipment.
• Configure, test and repair computer equipment peripherals (scanners, cameras, printers, etc.) as necessary;
  Provide technical assistance for users and devices.

This position description does not imply or express that these are the only duties to be performed by the incumbent in this position. The employee will be required to follow any other job-related instructions and perform other job-related duties requested by their supervisor.

SupervisoryResponsibility:N/A

Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit and use hands. The employee is frequently required to walk; reach with hands and arms and talk or hear. The employee may be required to stand for long periods, and to climb or balance and stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 35 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

PositionType/ExpectedHoursofWork:This is a full-time, 260-day calendar position. Days and hours of work are Monday through Friday. Hours of work may vary based on position and division but generally are from 8:30 a.m. to 4:30 p.m. Occasional evening and/or weekend work may be required as job duties demand. The Director of Operations will coordinate 24/7 coverage schedules, as required during times of emergency situations and/or severe weather.

Travel: Occasional travel.

Qualifications

Education and Experience:

• Associate's degree (A.
  
  A.) or equivalent from two-year college or technical school required.

Knowledge, Skills, and Abilities:

• In depth knowledge of Microsoft Windows and Apple OS X operating systems and hardware.
• In depth knowledge of network-based applications, remote management software, imaging solutions, and help desk systems.
• Excellent organizational, project planning, and…