Specialist Technology Intermediate

Technology 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.

Essential functions include:

• 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.
• Installs, re-installs and upgrades operating systems, software applications and computer equipment, including peripherals; refers customer problems, as needed; determines appropriate resource for resolution.
• Provides technical support and training to staff, students and other network users; serves as a technical advisor to assigned system users.
• Provides on-site technical support to a variety of sites, requiring the ability to drive to locations in an assigned geographical cluster.

Other functions include:

• 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.
• Assists with project related tasks as assigned by the Support Lead.

District-wide core competencies include:

• Collaboration: Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.
• Getting Results (Action Oriented): Performs work with energy and drive; values planning, but will take quick, decisive action when an opportunity presents itself.
• 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.
• 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.
• 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.

Relevant competencies include:

• 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.
• Technical Learning: Quickly learns and integrates new technical skills and knowledge; seeks out avenues to enhance technical knowledge.
• Time Management: Uses his or her time effectively and efficiently; concentrates his or her efforts on the most important priorities; adeptly handles several tasks at once.
• Interpersonal Skills: Is warm and easy to approach; builds constructive and effective relationships; uses diplomacy and tact to diffuse tense situations; has a style and charm that immediately puts others at ease and disarms hostility.

Knowledge, skills and abilities include:

• Use of current computer operating systems and software applications;
• Hardware and peripherals;
• Basic understanding of networking concepts and TCP/IP
• Customer service techniques and principles.
• Skills in communication and customer service; user training, installing, re-installing and upgrading mainstream operating systems, software applications and computer equipment, including peripherals;
• Skills in collaborating and working as part of a team.
• Troubleshooting and problem solving skills.

Typical qualifications include:

• EDUCATION/EXPERIENCE: Three (3) years of applicable experience in an information technology setting; four (4) years of experience is preferred;
  Bachelor's degree in computer science or related field; qualifying work experience may substitute for the education requirement on a year-for-year basis; or an equivalent combination of education and experience.
• CERTIFICATIONS & LICENSES: Valid Washington State driver's license or evidence of equivalent mobility.
• TESTING: A technical written test may be used during the screening process.
• CLEARANCES: Criminal Justice fingerprint and background check