Systems Support Specialist I (3 Positions Available)
Frederick, MD

Job Description

Probationary employees are not eligible to apply for vacancies during their probationary period.

All education that is indicated on your application must be supported by attaching a scanned copy of your high school diploma, high school transcript or college transcript.

Required Qualifications:

* High school degree supplemented with formalized coursework in technology and computer systems.
* Current CompTIA A+ Certification.
* Minimum one (1) year experience with Microsoft SCCM or related desktop management technology.
* Demonstrated ability to generate reports, monitor systems health, and remotely resolve problems through system and desktop management technologies.
* Demonstrated experience and ability to configure, install, and troubleshoot desktop applications.
* Minimum one (1) year and demonstrated experience with Active Directory administration and user and group management.
* Demonstrated understanding of TCP/IP and Ethernet technology.
* Demonstrated knowledge of various desktop and/or mobile operating systems and technologies.
* Minimum one (1) year current experience in technology help desk environment.
* Minimum two (2) years' field experience with desktop, mobile and related operating systems troubleshooting and repair.
* Demonstrated ability to work within a team environment, maintain effective working relationships with all staff and demonstrated ability to think logically and solve problems.
* Excellent communication (oral and written), interpersonal and problem solving skills.
* Demonstrated ability to meet deadlines and work independently and safely with minimal supervision.
* Ability to use keyboard and other technology devices for sustained periods of time.
* Ability to move computer technology equipment weighing up to 40 pounds.
* Ability to climb and work from a ladder and work in confined spaces.
* Ability to work overtime as required and to respond to emergency technology work requirements.
* Possession of a valid driver's license as job may require assignment to more than one location.
* Capable of performing the essential functions of the position with or without reasonable accommodations.
* Regular and predictable attendance.

Preferred Qualifications:

* Associate's degree with coursework in computer systems or equivalent training/experience in a related field.
* Two (2) years' current experience in technology help desk environment.
* One (1) year work experience with technology in a K-12 school system environment that uses technology for both instruction and administration.
* Experience assisting end users in a technology environment.
* Familiarity with the FCPS policies, goals and programs.

Role:

The Systems Support Specialist provides technical direction and systems support of all client devices, applications, connectivity, desktop, and desktop management infrastructure.

Essential Functions:

Reporting directly to the Supervisor of Technology Support, the Systems Support Specialist performs the following duties:

Provide user support and customer service by assisting users by phone and email to resolve problems.

* Respond to incoming requests from users on daily questions and problems.
* Verify end user satisfaction at every step of problem resolution.
* Accurately log and document all help desk contacts using established procedures.
* Follow up on referrals using established procedures to ensure user satisfaction.

Provide information to users.

* Explain technical information and procedures.
* Document and communicate technologies and services provided by FCPS.
* Maintain in-depth knowledge of common FCPS information technology (hardware, software, and networks).
* Assist in development of informational and training materials.

Resolve problems.

* Work directly with end-users to resolve the problem related to information technology (hardware, software, and networks).
* Gather information, diagnose the end-user's needs, and conduct research to find applicable solutions.
* Follow-up with the end-user to confirm that the solution was effective in solving their issue.
* Refer unresolved problems or questions to appropriate staff using established procedures.
* Identify and escalate situations requiring urgent attention by supervisor.

Perform technical work.

* Manage the day-to-day operations of all desktop infrastructure and resources. This includes scheduling upgrades and maintenance that minimally impact core business and instructional functions. Performs off hour upgrades, installing patches, service packs, maintenance releases, troubleshooting, etc.
* Creates, maintains, deploys and tests enterprise workstation images using SCCM, PXE or related technologies for all FCPS computer systems.
* Assign, maintain, and update user accounts, user permissions, group memberships and passwords on assigned FCPS systems.
* Utilizing desktop management systems and other technologies, perform software installations, updates and remote troubleshooting to resolve problems.
* Using systems desktop management technologies, monitors faults, performance, and capacity issues; prepares remediation and inventory reports.
* Evaluate hardware and software performance and interoperability testing under various applications, operating systems, hardware configurations, and software combinations.
* Troubleshoot and maintain multiple desktop and mobile operating systems and provide technical support regarding the use of desktop, mobile and similar devices.
* Installs, configures, maintains, and troubleshoots all technology resources including client connectivity, mobile and wireless devices, desktops, desktop sub-systems and peripherals.
* Set-up and install technology equipment including desktop computers, laptops, printers, and related peripherals.
* Complete assigned software and hardware installations.
* Complete hardware maintenance and repairs on computers, printers, and peripherals.
* Troubleshoot and repair network connectivity problems.
* Assists with all end-user desktop and mobile applications (MS Office, Open Office, Google Apps, etc.). Provides application training and support to improve the organizations' overall system proficiency.
* Communicate unresolved technical issues to supervisor in a timely manner.
* Assist in the evaluation of new desktop hardware and implementation of new technology initiatives.
* Identify future applications of technology and promote new technologies to address school system needs.

Provide technical expertise and support.

Performs other administrative functions.

* Continuously identifies opportunities for process and quality improvement and implements applicable technologies and/or process changes.
* Demonstrated ability to work with minimal supervision.
* Provide backup assistance to other technicians; develop and maintain effective working relationships with co-workers, system users, and outside vendors and consultants.
* Provide training and support to functional end users and other core team members.

Maintain processes that ensure integrity and security of FCPS data and technology systems.

* Using a workflow management system, performs multi-tiered, incident, change management, problem resolution and end-user support.
* Performs systems administration of the current FCPS workflow management system.
* Complete assigned projects including requirements analysis, quality control, implementation and development activities and system documentation within department Service Level Agreements.
* Update existing records and databases to maintain accurate information.
* Assist in the collection, comparison, and analysis of data to improve performance of equipment and customer support.
* Inform supervisor of issues that could impact security of FCPS networks and technology systems.

Participate in technology training.

* Attend meetings and training to maintain and upgrade skills and/or certification required for the position.
* Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
* Remain technically current and competent by learning new technologies and obtaining certifications as requested by management.



Performs other duties as assigned by the Supervisor of Technology Support.

Salary:

* Support Salary Scale, Grade 12, 12-months (260 days / 8 hours per day)

FREDERICK COUNTY PUBLIC SCHOOLS IS AN EQUAL OPPORTUNITY EMPLOYER