PRIMARY FUNCTION: The position is responsible for providing technical support to all District staff.

REPORTS TO: Desktop Support Engineer Manager
SALARY SCHEDULE: G-11
WORK DAYS: 250
Grant Funded Position

REQUIREMENTS:
1. Education Level: High school diploma or GED;
Preferred: Bachelor's degree in Information Technology or related degree

Experience, Skill, and Certification:

• Five years' experience supporting Microsoft Windows and PC hardware or a current CompTIA A+ certification.
• Advanced knowledge of customer software application support and network communications technologies
• Skill in the use of MS Office Suite (word processing, spreadsheets, database, Outlook, and file manipulation)
• Ability to read technical information and diagnose and resolve complex problems in a timely manner
• Ability to independently plan, organize, and prioritize one's own activities, but to also provide and follow instructions
• Strong interpersonal communication skills; ability to work well and get along with a variety of customers and other technical support personnel even in the most stressful situations

Preferred:

• Certified Microsoft Technology Associate: IT Infrastructure
• Strong organizational skills
• High level of analytical and problem-solving abilities

Duties and Responsibilities:

1. Documents, installs, maintains, and repairs computer systems and related peripherals; reviews and prioritizes work orders according to established standards; travels to worksites to provide onsite response to support calls as necessary.
2. Provides technical support and troubleshooting for computer systems and network connected devices; diagnoses and resolves hardware and software problems onsite or by the helpdesk via report support.
3. Manages technology inventory solutions for Windows, Apple, Chrome, and Android devices.
4. Reinstalls or repairs operating system and/or application software as needed; configures Internet access and network access as assigned.
5. Troubleshoots and diagnoses complex software and hardware problems in a network or standalone environment using software tools, test equipment, technical support databases, telephone, and remote access.
6. Troubleshoots performance issues and provides recommendations on configuration changes and/or upgrades of hardware or software to meet customer objectives.
7. Notifies management of intermittent problems or issues that are unresolved over one week.
8. Provides pocket guides and or assists customers by providing orientation sessions on computers, printers, and software.
9. Maintains documentation, activity logs and records related to assigned duties; follows established documentation, record keeping guidelines, and service
level agreements established by the Data and Information Division.
10. Prioritizes service requests and delegate tasks to junior members.
11. Manages technology deployments at school sites.
12. Performs other duties as necessary for the effectiveness of the organization.

TERMS OF EMPLOYMENT
Incumbents will be considered "at will." This is an "essential personnel, critical staff" position. When there is an event that creates security challenges or disruptions to district operations, this position may be required to work during identified periods of an emergency as defined in Policy Regulation GBRB-R. Appropriate pay will be determined based on Grade 11 on the classified hourly scale and allowable experience as determined by Human Resources. This is a nonexempt 250-workday position.
NON-ESSENTIAL RESPONSIBILITIES
A responsibility is considered to be "non-essential" (for the purposes of compliance with the Americans with Disabilities Act) if:
• it is shared between multiple incumbents in the job; or
• it could be performed by an employee in another job within the workgroup.
Note the responsibility number from the list in the "Duties and Responsibilities" section for those responsibilities that could be considered "non-essential" based on this definition.

Certain limited aspects of General Duties and Responsibilities items referenced in Section 1 (b) and (d) might be considered "non-essential" in a specific situation. Any request for accommodation must be reviewed on an "individual case" basis.

PHYSICAL AND SENSORY DEMANDS
Most jobs in the District have physical and sensory demands that can be described by one of the two categories noted below. For jobs that require more physical or sensory effort, please list the requirements in this section. The category applicable for this position is listed below.

OFFICE Employees in this category are normally exposed to a typical environment. The employee has some control over the length of time sitting, standing, or ambulating. There are occasions that require the lifting or pulling of equipment or supplies, as well as bending, stooping, or stretching. There is frequent use of computers, telephone, and other standard office equipment, which includes reading, listening, writing, or speaking. There are few exceptional physical or sensory demands.
EXCEPTIONAL PHYSICAL OR SENSORY DEMANDS
(Check any that apply to this job and complete the required information.)
[x] Occasional heavy lifting of up to 25 pounds of materials, etc.
[ ] Frequent climbing up to ____ feet, and/or working on building roofs.
[ ] Exposure to heavy dust, dirt, chemical or paint fumes, and other airborne matter.
[ ] Exposure to extreme heat, electric current, hazardous chemicals or other potential hazards.
[x ] Sitting or standing for extended periods with no control over rest periods.
[ ] Other: