Technology Support Specialist I (Hours: TBD)
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 working in the field of PC and peripheral troubleshooting and repair.
* One (1) year demonstrated experience with Active Directory user and group administration, and assigning file permissions.
* Minimum one (1) year experience with Microsoft SCCM or related desktop management technology along with demonstrated ability to generate reports, perform inventory and asset management, monitor systems health, and remotely resolve problems through system and desktop management technologies.
* Knowledge and understanding of desktop imaging technologies such as SCCM and PXE imaging environments.
* Two (2) years' experience and demonstrated understanding of TCP/IP and Ethernet technology.
* Experience and understanding of mobile technologies, mobile device management and their implementation in an enterprise environment.
* Experience in unified communication technology, video/audio conferencing and support.
* Demonstrated knowledge of various desktop and/or mobile applications including troubleshooting and end-user training.
* Demonstrated ability to install, maintain and troubleshoot technology currently being used in FCPS.
* Demonstrated ability to work within a team environment and under pressure situations.
* Demonstrated ability to think logically and solve problems.
* Excellent communication (oral and written), interpersonal and problem solving skills.
* Demonstrated experience developing and maintaining effective working relationships with co-workers, system users, and software vendors.
* 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.
* Network+ Certification, MCITP (Microsoft Certified IT Professional) or MCSE/MCSA certification.
* At least one (1) year current experience in technology help desk environment.
* At least 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.
* Microsoft Certification (such as MOS, MCDST, MCSA).
* Microsoft Windows 7 and higher certification.
* Familiarity with the FCPS policies, goals and programs.

Role: The primary function of this position is to provide on-site and remote support related to information technology. The Client Services Technician I will assist any and all locations in using computer-based technologies to support their operations. The position will also be responsible for scheduling available resources, installing, maintaining and repairing hardware and software, and basic aspects of network connectivity.

Essential Functions:

Reporting directly to the Supervisor of Technology Support, the Client Services Technician I, performs the following duties:

Provide on-site and remote support and customer service related to information technology.

* Maintain personal computing devices and peripherals (printers, scanners, white/promethean boards, smart pens, etc.)
* Addresses any and all technology related issues.
* Provide support for user's requests related to upgrades/modifications to existing systems.
* Assists staff with FCPS resources such as e-mail, Employee Self-Service, etc.
* Install, set-up, maintain, and enhance "desktop" security software/hardware.
* Provide assistance on the Help Desk phone lines as needed.

Provide information, documentation, and basic training to end-users.

* Provide staff with technology orientations as needed or refer them to the appropriate system resources.
* Provide staff with support materials to facilitate their effective use of hardware, software, and peripherals (such as scanners, CDs, cameras).
* Provide information to staff regarding relevant FCPS technology related regulations and processes.

Perform technical work.

* Provide on-going first tier technical support on all personal computing devices and peripherals.
* Perform account administration and user and group management.
* Generate reports, monitor systems health, and remotely resolve problems through system and desktop management technologies.
* Install, upgrade, troubleshoot, and maintain all supported personal computing devices and associated peripherals.
* Respond to requests for service; perform systems diagnostics and repairs in a professional and courteous manner.
* Coordinate hardware installations, exchanges, and upgrades with appropriate personnel.
* Image new computers as well as existing PCs as needed.
* Periodically performs hardware and software upgrades as needed.
* Work with vendors to solve installation, upgrade, and modification problems related to system standard operating systems, hardware, and software.
* Maintain an inventory of repair parts.
* Provide technical assistance on accessing the computer network and available resources.

Resolve problems.

* Accurately log and document all work orders using established procedures.
* Work directly with end-users to resolve problems or escalate the issue to appropriate staff using established procedures.
* 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.

Perform other administrative functions.

* Use interpersonal skills to interact with a wide range of user levels.
* Maintain accurate and complete records of all work activities.
* Reset passwords as needed, using established procedures.
* Manage the PC and peripheral inventory and maintain inventory information on all technology equipment. Request licensed software from Technology Services.
* Work safely, efficiently, and effectively with minimal supervision.

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

* 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.

* Continue to take training courses to maintain/acquire industry certifications, and to remain abreast of technological changes related to desktop computer systems/peripherals and user support.
* Support in-service activities for staff to learn to use software, computer management systems, and security processes.
* Exhibits a willingness to stay current with developments in technology.

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

Salary:

* Support Salary Scale, Grade 10, 10-months (188 days / 8 hours per day)

FREDERICK COUNTY PUBLIC SCHOOLS IS AN EQUAL OPPORTUNITY EMPLOYER