Campus Technology Support Specialist I

POSITION TITLE: Campus Technology Support Specialist I EXEMPTION STATUS: Non-exempt REPORTS TO: Technical Support Manager TERMS OF EMPLOYMENT: 11 or 12 months depending on employment calendar HOURLY SALARY RANGE: Minimum $20.92, Midpoint $26.15, Maximum $31.38 Primary Purpose: Install, troubleshoot, repair, upgrade, and support technology resources. Provide technical assistance for staff to facilitate the use of technology in the classroom or office. Qualifications: Education/Certification Associate Degree in electronics or computer related field or equivalent three years work experience A+ Technology Certification and/or Dell Computer Maintenance certification preferred Valid Texas driver’s license with appropriate insurance coverage Special Knowledge/Skills Strong organizational, communication (verbal and written), customer service, problem-solving skills Ability to communicate technical terms and concepts to non-technical users Strong skills in technical support and maintenance Strong computer skills in Microsoft technologies for productivity, desktops, messaging, collaboration, conferencing, PC-based computers, and peripherals Help desk experience and ability to understand and model excellent customer service practices and techniques Experience: Two years technical support experience in a managed, networked PC environment Major Responsibilities and Duties: Technical Support • Provide installation and technical assistance to teachers and administrators for district-supported software, hardware, and peripherals. • Assist with technology roll-outs, upgrades, modifications, and service implementation. • Install, update, troubleshoot and repair computer equipment, peripherals, and software to support classroom instruction and administrative applications. • Provide technical support in person, remotely via the network, and/or over the phone to end users, including working at the Help Desk as assigned. • Accurately document and maintain trouble tickets from first notification to resolution in district service management system. • Diagnose, assess and repair/maintain hardware or software related issues to assure on-time, quality repair, installation, and/or configuration of district information technology resources. • Work cooperatively with Campus Teacher Techs to support and promote technology usage and integration in the classrooms and curriculum. • Beta-test software and hardware being considered for purchase, to determine if it will work within the district technology environment. • Document product installations, upgrades, issues, tips/tricks, technical support notes, etc. • Manage user accounts for network access and within software packages that require an account. • Replace parts when required, including completing RMA requirements in a timely manner. Communication • Foster and promote effective use of information technology to improve teacher practice and student learning by sharing technical knowledge and insight. • Follow-up and inform customers of call status and call resolution in a timely and consistent manner. • Escalate technical service calls to appropriate personnel based on operating procedures and call analysis rules. Policy, Reports and Law • Demonstrate and model compliance with the employee acceptable usage policy and other board policies regarding data and electronic communications networks. • Demonstrate discretion and professionalism when accessing systems that may contain sensitive information and comply with district policy, regulations, and/or directives regarding information security and privacy practices. Inventory • Manage, monitor, and track district software licenses to ensure End User License Agreement compliance. • Manage, monitor and track district technology hardware through the department’s inventory system. Ensure disposal of surplus or obsolete equipment in accordance with district procedures. Professional Growth and Development • Keep informed of and comply with federal and state laws and district policies and regulations concerning job function. • Maintain familiarity with the district’s initiatives to better serve the needs of students. • Attend professional growth activities to keep abreast of information management and technology services. • Participate in district training, continuous education, and team projects to increase productivity. • Maintain a professional appearance including conduct and dress. Mental Demands/Physical Demands/Environmental Factors • Tools/Equipment Used: Standard office equipment including computer, printer, peripherals, telephone • Posture: Prolonged sitting and standing; frequent kneeling/squatting/crouching, bending/stooping, pushing/pulling, climbing, twisting; reaching with arms extended • Motion: Frequent repetitive hand motions, keyboarding, use of mouse, wrist flexion/extension • Lifting: Lifting and carrying up to 30 pounds without assistance, 30-55 pounds with assistance, and more than 55 pounds with appropriate assistance • Environment: Work is performed on campuses and other sites; frequent in-district travel; occasional irregular and/or prolonged hours • Mental Demands: Maintain emotional control under stress, work with frequent interruptions Apply Job!