Specialist Technology Intermediate

IT Support Specialist

This position's responsibilities, under the general direction of an IT Manager, are to respond to support tickets in accordance with department policies, provide excellent customer service, troubleshooting of technical problems involving operating systems, hardware, software, peripherals, and other classroom technologies; address user requests for equipment maintenance and enhancement; install, re-install and upgrade operating systems, software applications and computer equipment and network components, including peripherals, and to act as a resource for users regarding technology.

Level II support staff are expected to be able to handle more demanding support needs or larger scale campuses.

60% Responds to support requests; acts as a first level problem identification and resolution resource regarding operating systems, system equipment, software, and other classroom technologies, including answering questions, providing advice, troubleshooting and following-up with customers in solving their network system equipment problems; maintains service records, including an action plan for problem resolution.

30% Installs, re-installs and upgrades operating systems, software applications and computer equipment, including peripherals; refers customer problems, as needed; determines appropriate resource for resolution.

5% Provides technical support and training to staff, students and other network users; serves as a technical advisor to assigned system users.

5% Provides on-site technical support to a variety of sites, requiring the ability to drive to locations in an assigned geographical cluster.

Other Functions:

• Performs related duties consistent with the scope and intent of this position.
• Maintains state of the art knowledge of hardware and software related to classroom technology.
• Assist with project related tasks as assigned by the Support Lead

Collaboration:

Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.

• Is seen as a team player who encourages efficient and effective collaborations.
• Works skillfully in difficult situations with both internal and external groups.
• Represents his/her own interests while being open-minded to other groups.
• Builds respectful and productive relationships internally and externally.

Getting Results (Action Oriented):
Performs work with energy and drive; values planning, but will take quick, decisive action when an opportunity presents itself.

• Demonstrates a strong sense of urgency about solving problems and getting work done.
• Focuses on achieving the goal even in the face of obstacles.
• Assumes responsibility for starting and finishing work with minimal supervision.
• Strives for new levels of performance.

Decision Quality & Problem Solving:
Uses analysis, wisdom, experience and logical methods to make good decisions and solve difficult problems with effective solutions; appropriately incorporates multiple inputs to establish shared ownership and effective action.

• Weighs the consequences of options before making a decision.
• Applies appropriate criteria to situations for the purpose of making decisions.
• Displays self-confidence in own judgment.
• Focuses in the facts and solutions instead of opinions and problems.

Integrity:
Is widely trusted; is seen as a direct, truthful individual; presents truthful information in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.

• Deals with people and situations in an honest and forthright manner.
• Represents information and data accurately and completely.
• Represents the confidentiality of information and concerns shared by others.
• Takes ownership if a mistake is their own and does not blame others.

Accountability:
Holds self and others accountable for measurable high-quality, timely and cost-effective results; determines objectives, sets priorities and delegates work; accepts responsibility for mistakes; complies with established control systems and rules.

• Takes responsibility and action as if the risks (financial or otherwise) are his or her own.
• Holds individuals and team accountable for their actions and results.
• Initiates action even if outcome is uncertain and is willing to accept the consequences of failure.
• Aligns own activities and priorities to meet broader organizational needs.
• Demonstrates courage and confidence in his or her own ability.

Functional / Technical

Skills:

Possesses required functional and technical knowledge and skills to do his or her job at a high level of accomplishment; demonstrates active interest and ability to enhance and apply new functional skills.

• Understands the technical aspects of the job and keeps up-to-date on key technical or functional aspects of the job.
• Applies appropriate technical/functional knowledge to address situations in a timely manner.
• Thinks of ways to apply new developments to improve…