Technology Support Specialist​/Trainer

Job Title: Technology Support Specialist/Trainer

Pay Program: Support Staff Hourly

Pay Range: Range 18 $ 29.28 - $32.58
* Pending board approval

Reports to :
Manager, Software Development and Business Applications

Direct Reports: This position has no supervisory responsibilities.

Operating under the general direction of the Manager of Software Development & Business Applications this position operates as a primary customer service representative for the Technology (IT) Services Department. This position in conjunction with team members provides user support and training of District-approved software, hardware, operating systems, peripherals, and devices in accordance with district policy and administrative guidelines. Employee completes troubleshooting, analysis testing, documentation, and issue resolution for end users through the call center ticketing system, phone inquiries, and in-person.

Develop and promote good relations between technology services, and district staff and parents. This is a fast paced high volume workload position that requires excellent communications and customer service skills as well as a high attention to detailed and complex issues.

* To perform this job successfully, an individual must be able to perform each essential responsibility 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. Frequency of responsibility, percent of time and work year may vary based on department or building assignment.

• Provide technical support for District-approved software, hardware, operating systems, peripherals, and devices, adhering to district policies and guidelines.
• Responds to user inquiries via the call center ticketing system, phone, chat, and in-person interactions.
• Diagnose and troubleshoot technical issues, providing solutions and advise or escalating complex issues to appropriate IT staff.
• Communicate with IT staff, end users and/or building administration regarding repair needs, ticket status, and expected timelines.
• Explain technical procedures and concepts in non-technical terms to ensure clarity and understanding.
• Serve as the first point of contact for the IT department, delivering excellent customer service and fostering positive, cooperative interactions

• Serve as the first point of contact for parents requiring support with the District’s Parent Portal and remote learning tools
• Assist school staff in troubleshooting student devices and managing inventory tracking.
• Provides guidance to community members and staff on locating specific content within the District website.

• Assist in testing software prior to approval, ensuring compatibility with district systems and compliance with established guidelines
• Process software approval requests from diverse sources, including individual users, instructional staff, curriculum teams, and operational departments.
• Apply established hardware/software retirement and replacement procedures
• Support end users with purchase and replacement requests, providing guidance on district-approved options and processes.

• Train and guide end users to enhance their technology skills allowing them to solve common issues independently.
• Provide coaching and support through various channels, including the ticketing system, email, online resources, and verbal guidance.
• Develop and deliver training opportunities, materials, and other tools tailored to staff needs, offering support in small groups or individualized settings as required

• Continuously research and expand technological knowledge and skills to effectively address and resolve tickets and technical issues.
• Regularly update and contribute content to the District’s Technology Solutions Site and Technology Department knowledge base, ensuring resources remain current and comprehensive.
• Actively participate in and contribute to department and district projects,…