IT Support Associate

Purpose and Scope

SUMMARY DESCRIPTION

Delivers first level software and hardware support to end users. Diagnoses and resolves problems using documented procedures. Responds to routine calls for service and assistance. Provides phone support, accesses systems remotely or visits sites as required.

This position description is not intended to be an exhaustive list of all duties, knowledge or abilities associated with this classification, but is intended to accurately reflect the primary job elements.

• Delivers first level software and hardware support to end users in schools and central offices.
• Diagnoses and resolves problems using documented procedures and checklists.
• Provides support for Microsoft Operating Systems - Server and OS 7, OS 8 or OS 10.
• Performs desktop and laptop repairs in-shop and on-site.
• Re-installs systems manually and remotely.
• Installs drivers for all Operating Systems on-site and remotely.
• Connects computer to appropriate printer(s) locally and through the server.
• Images new and refurbished computers with the Operating System and appropriate software like MS Office, APECS etc.
• Performs virus removal by appropriate methods and live CDs.
• Runs cable wiring from panel to wall and builds patch for CAT 5.
• Installs wired and wireless networking, firewalls and security.
• Assists in the resolution of application, hardware and software problems
• Escalates problems to a higher level technical support personnel when necessary.
• Enters calls and work into appropriate tracking system.
• Performs other duties as assigned

MINIMUM QUALIFICATIONS: Bachelor’s Degree in Computer Technology, Information Systems Management or related field or Associate’s Degree in Computer Science, Information Systems Management or related field and two (2) years of computer science or equivalent, for a total education/experience of four (4) years. Must be able to travel to school sites and other locations using self provided reliable transportation. (PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED).

Degree Equivalency Formula:

Bachelor’s Degree= 4 years plus required years of experience.

Master’s Degree= 2 years plus required years of experience. Where Master’s degrees are required, years for Bachelor’s Degrees must be included.