Technology Support Specialist 1
Coppell, TX

Job Description

Job Title: Technology Support Specialist I

Reports to: Technology Support Manager and Director of Technical Services

Dept/Campus: Technology/Service Center

Wage/Hour Status: Non-Exempt

Pay Grade: 401

Days Per Year: 197

Primary Purpose:

Responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to help desk tickets, diagnose and isolate problems, and determine and implement solutions.

Qualifications:

Education/Certification:

* High school diploma required; Bachelor's degree in Computer Science or related field preferred.
* A+, N+, Dell, Apple or Microsoft certification preferred.
* Must possess a valid Texas driver's license and clean driving record.

Special Knowledge/Skills:

* Knowledge of Microsoft Windows based operating systems, hardware and software applications.
* Knowledge of Apple operating systems, hardware and software applications.
* Ability to analyze, troubleshoot and resolve computer hardware and software problems.
* Knowledge of Local and Wide-Area-Networks.
* Strong organizational, communication and interpersonal skills.
* Ability to establish and maintain cooperative and effective working relationships.
* Ability to establish priority ordering of tasks necessary to complete a project with minimal supervision and convey these understandings and priorities to others.

Experience:

* One year of technical support experience preferred.
* Experience with the support of network based computers, applications and printers.

Major Responsibilities and Duties:

Technical Support

* Provide first level support to identify, diagnose and resolve problems for end-users primarily by phone or remote support as needed.
* Utilize helpdesk system in order to track service response and resolution.
* Properly document and escalate unresolved helpdesk tickets to the next level of support.
* Effectively and efficiently utilize District technology resources in order to install and configure supported district hardware and software.
* Identify, diagnose and resolve problems for end-users in person, by phone or remote support as needed.
* Assist all District functions that require the use of t
* Be able to interact positively with demanding users in customer service situations.

Administrative Functions

* Provide training of various software and hardware applications to end-users as needed.
* Write and/or revise user training manuals and procedures for end-users as required.
* Act as the district liaison with vendors employed for contracted services.
* Maintain organization, cleanliness, labeling and safety of all technology hardware in the department and warehouse areas.
* Attend all technology related meetings designated by the Technical Support Manager or Director of Technical Services.

Records, Reports and Correspondence

* Maintain accurate records and inventory of district technology.
* Follow all asset and software tracking procedures.
* Comply with policies established by federal and state law, the State Board of Education, and the local board policy.
* Maintain security and confidentiality of district communication and data.

Classroom Management and Organization

* Maintain data and systems to facilitate classroom management district-wide.

Communication

* Demonstrate skill in conflict resolution with administrators, parents and educators.
* Receive telephone calls and assist with end-users to resolve problems.
* Work cooperatively with end-users to assist in the detection of any hardware or software problems.
* Effectively communicate complex concepts with vendors, co-workers, and management both verbally and in writing.
* Promote departmental culture of customer service through frequent communication, positive relationships and prompt support.
* Model appropriate behavior and display professional conduct when interacting with students and staff.
* Collaborate with others in a team environment.

Professional Growth and Development

* Proactively seek new learning opportunities to keep abreast of technology innovations.
* Develop professional skills appropriate to job assignment.

Other

* Follow established safety procedures and techniques to perform job duties, including lifting, climbing and carrying. Operate tools and equipment according to prescribed safety procedures.
* Demonstrate professional, ethical, and responsible behavior.
* Respond to updated SLA documents as needed.
* Assist Chief Technology Officer or Director of Technical Services as required.
* All other duties as assigned.

Supervisory Responsibilities:

None

Equipment Used:

* Computers and associated peripherals, printers, battery backup systems (UPS), data switches, various technology devices, and small hand tools.
* Must provide own basic tools to disassemble and reassemble computers, laptops, tablets, and printers.
* Must have a personal vehicle in order to visit various CISD buildings and be willing and able to move equipment in his or her vehicle. When transporting larger orders, the department vehicle may be used.

Working Conditions:

* The majority of the job responsibilities for this position will occur within an indoor office and/or campus environment.
* The employee will occasionally be required to engage in labor in buildings without air conditioning.
* The employee must be willing to work in alternative locations and environments as needed.

Mental Demands/Physical Demands/Environmental Factors:

* Repetitive hand motions and prolonged use of computer; lifting and moving of heavy equipment; stooping, bending, and kneeling.
* Lift, carry, push and/or pull items of up to 50 lbs. on a daily basis.
* Prolonged and irregular hours as needed.
* Maintains professionalism under stress.
* Districtwide travel required.
* Meet deadlines as defined.
* Hear and speak to exchange information in person and/or on the telephone.
* Accurately perceive sound, near and far vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
* Sit or stand for extended periods of time.