Senior Information Technology Support Technician ; Level 3 - Admin Center

Job Description

Purpose:

The Senior Information Technology Support Technician supports the Technology Department’s goal of ensuring that all staff and students of the school district have access to the technological tools and information necessary to participate effectively in the educational process. This is accomplished by providing top tier remote and on-site technical and functional support and resolution of assigned technology systems, ensuring timely support and resolution for issues of a complex and technical nature, and providing escalation services to coworkers and customers for complex technology issues.

Work requires leadership skills to supervise a team of support technicians and an advanced understanding of hardware, software, networking, virtualization, telephony, audio/video and cloud-based systems. Exercise of initiative and customer service skills is required to carry out tasks and projects as assigned. Supports other team members to deliver high quality customer service to customers. Work is performed independently and in a team atmosphere with minimal supervision.

Responsible to:
Director of Technology

Salary:
Technology Hourly Rate Schedule, Level 3

Classification of Employment:
Non-Exempt

Date:
September 2022

• College degree in technology related field preferred.
• Possession of a valid driver’s license is preferred.
• Excellent organizational and time management skills.
• Excellent written and verbal communication skills.
• Demonstrated ability to apply technology solutions to educational and business problems.
• Demonstrated critical thought and problem solving skills.
• Two years experience as an Information Technology Support Technician I or equivalent experience outside the district.
• One year experience supervising information technology operational teams preferred.
• Information technology certifications preferred (A+, Net+, Security+, OS, MDM, ITIL, Cisco).
• Four years experience supporting information technology systems, including computing devices, operating systems, printers, mobile devices, network equipment, LAN/WAN and wireless networking technologies, servers, virtualization, advanced storage management, cloud computing, databases, active directory, MDM, information security, audio/visual, backups, and/or cloud systems required.
• Demonstrated understanding and application of principles of project management.
• Demonstrated self-driven motivation to continue learning, develop new projects and solutions and mentor others.

• Effectively employ technical expertise and principles of leadership to ensure efficient operation of the district’s technology systems and resolve educational and business issues.
• Employ principles of project management to lead project teams, manage and complete projects of a complex nature.
• Act as a leader, point of escalation and technical resource for coworkers.
• Communicate complex technology concepts in an easy-to-understand, nontechnical manner with students, staff and coworkers.
• Support and adapt to change with little or no advanced notice.
• Work well under pressure in a fast-paced, stressful, and rapidly changing environment.
• Handle multiple tasks with frequent interruptions.
• Complete assigned tasks and projects in a timely manner and assist colleagues as needed.
• Learn complex systems independently, quickly, and effectively and train coworkers as needed.
• Follow directions and complex instructions, both written and verbal, in a timely and professional manner.
• Take initiative and employ critical thinking with independently researching and finding answers to complex technology issues and questions.
• Document complex concepts and solutions, processes and procedures as needed.
• Address customer needs and resolves issues with little or no supervision.
• Possess strong interpersonal, written and verbal communication skills.
• Collaborate effectively with team members and district staff.
• Stay abreast of new technologies and shares with appropriate colleagues.
• Comply with all district policies, rules and regulations.
• Support the value of an education.
• Support the mission, vision and philosophy of Derby Public Schools and the Technology Department.

• Requires prolonged periods of sitting and/or standing for up to a couple hours at a time.
• Requires stooping, bending, reaching and lifting up to 50 pounds.
• Requires ability to transport oneself to different work locations.
• Occasionally requires adjustment of work schedule to complete tasks and/or work overtime.
• May occasionally require remote work.
• May occasionally require travel outside of the district.
• Requires regular attendance and/or physical presence at the job.