Network Support Specialist - Tier 1

READING PUBLIC SCHOOLS

READING, MASSACHUSETTS

Position:
Network Support Specialist - Tier 1

Department: District

Reports to: Principals and District Network Manager

FLSA Classification: Non-Exempt

Approved by: Thomas Milaschewski, Ed.D

Revision Date: February 2024

SUMMARY:
The Network Support Specialist - Tier 1 performs first-line person-to-person support. Basic technical repairs, hardware upgrades, software installation, maintenance, setups, and installs on school district computers and peripherals. The work is performed on all district technology, including, but not limited to, computers, printers, scanners, SMART Boards, and other technology equipment used in the educational environment. This position may have to occasionally transport themselves between school buildings during the workday and periodic meetings out-of-district.

ESSENTIAL DUTIES AND RESPONSBILITIES:
The essential functions or duties listed below are illustrations of the type of work that is performed and is not an exhaustive list of the duties performed by this position. Other duties may be assigned.

• Provides initial support and or triage to help desk tickets, requests, and phone calls to help desk
• Assigns and coordinates escalation of work to subject matter expert
• Assists faculty and staff in the use of technology, including hardware, e-mail, software, and other applications
• Repairs and performs maintenance on computer equipment and related peripherals.
• Maintains loaner equipment and inventory
• Coordinates tracking and repair of equipment under warranty
• Maintains service desk system, creating reports, operational configuration, and dashboards
• Troubleshoot desktop computers, printers, phones, smartphones, software deployment, security updates and patches.
• Addresses technological issues reported by teachers or other staff in a timely manner.
• Assists in recommending and coordinating hardware and configuration as well as modifications to assure adherence to manufacturer's guidelines and conformity with the physical layout of equipment.
• Observes and reports equipment performance deficiencies, coordinates equipment repairs and suggests alternate hardware devices.
• Assists with imaging and coordinating physical deployment of equipment, and relocation, if necessary.
• Performs maintenance and cleaning of equipment.
• Unpacks, connects, installs and tests new computers, other hardware, peripherals, operating systems and software.
• Performs year-round preventative maintenance and assists with routine servicing of equipment before contacting service representatives.
• Prepares computers with appropriate software and network capabilities during the summer months for the start of each school year and throughout the school year.
• Evaluates proper working conditions for computer equipment and reports malfunctions to the Network Manager.
• Manages IT inventory and stock equipment.
• Works with the Network Manager in assisting with end user services and communications
• Works with the Network Manager to oversee the acquisition, distribution, setup, and general maintenance of all technology equipment and software.
• Works with the Network Manager to develop and implement a scheduled maintenance plan that includes the lifecycle and renewal of all maintenance contracts, leases, and software and service contracts
• Assists in budget development and expenditure proposals.
• Performs all other duties as assigned by the Network Manager

SUPERVISORY RESPONSIBILITIES: Exercises no supervision.

QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. The Superintendent may waive or modify the qualification requirements.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES:

• Excellent interpersonal and communication skills
• Knowledge of Windows, Mac, Android, iOS, and other operating systems used within the district.
• Knowledge of basic computer hardware and peripherals
• Basic knowledge of educational and business software applications in order to support school/town staff and students:
• Microsoft Office Suite
• Common open-source software applications
• Common Internet browsers
• E-mail software (Outlook/OWA)
• Common multimedia software applications and tools
• Knowledge of basic networking concepts, devices, and security
• Possess the ability to plan, layout, and complete complex assignments with minimal oversight
• Must be able to work safely and efficiently in public areas
• Must possess basic mathematical skills
• Possess strong work ethic and dedication to assigned tasks
• Ability to work independently with little supervision to carry out assigned tasks and solve problems
• Ability to multi-task with strong time management skills
• Ability to instruct/train others in use of hardware/equipment/software
• Customer service orientated
• Willingness to work beyond the usual workday on occasion and/or be able to shift hours to complete projects
• Ability to communicate clearly and concisely both in oral and…