Title: Senior Micro Tech Support Specialist, Plant Dept - Perm/Provisional - RB #21-158
ID: 5998
Department: Plant Services and School Planning
Location: Service Center
Division: Civil Service
Description

BUFFALO BOARD OF EDUCATION
DEPARTMENT OF HUMAN RESOURCES
ROOM 720 CITY HALL
BUFFALO, NEW YORK 14202

RECRUITMENT BULLETIN #21-158 September 15, 2021

BUFFALO BOARD OF EDUCATION VACANCY

Civil Service residency requirements will apply

POSITION: Senior Microcomputer Technical Support Specialist - Perm/Provisional

SALARY: $69,992 - $85,470


LOCATION: Plant Dept., 64 Bailey Ave., Buffalo, NY 14220
APPLICATION: CANDIDATES FOR THIS POSITION SHOULD COMPLETE AN APPLICATION AVAILABLE ONLINE AT www.buffaloschools.org Applications successfully received will generate a confirmation email to the account listed on the application. If you do not receive a confirmation email, we cannot guarantee that your application was received. You must submit an application until you receive a confirmation email.

DISTINGUISHING FEATURES OF THE CLASS

A Senior Microcomputer Technical Support Specialist performs more complex specialized work in the design, development and implementation of computer applications and local area network operating systems in an urban school district; designs, develops, and implements local area networks and their operating systems; directs the installation, customization and maintenance of vendor supplied software for LANs operations; generates and maintains LAN operating systems; coordinates ongoing LANs, WANs and telecommunications network operations; prepares charts, tables and diagrams to assist in analyzing LAN's problems; advises training staff in LAN administrator and operator training programs; assists in the training and instruction in LAN operating systems and Token Ring systems; analyze, defines and designs requirement statements for dial-up communications; studies and evaluates new methods, procedures, hardware and software to determine adaptability to LAN/WAN technology and provide recommendations; schedules staff to insure proper operation of wide area and telecommunication networks.

TYPICAL WORK ACTIVITIES

General and Technical:

• Provides expertise in a technical specialization area, contributing to the development of engineering solutions that advance the instructional goals of the district.
• Serves as the district's subject matter expert in specialization area.
• Maintains proficiency in current BPS systems, configuration and management tools per specific area duties.
• Coordinates the ongoing operations and provide 3rd level support of district wide systems with their manager. Provide support remotely from Network Operations Center (NOC) as much as possible to gain support efficiencies.
• Define, design, and engineer district-wide networked systems and related operating systems.
• Coordinates the installation, customization and maintenance of approved vendor supplied hardware, software and firmware, including both internal and contracted vendor resources as needed.
• Coordinates monitoring and adjustments of systems for optimal performance with peer teams.
• Coordinates and/or performs the diagnostics, resolution, and/or replacement of faulty hardware and software, including Ethernet cabling and patch cables.
• Coordinates patches, hot fixes, and version upgrades with applicable staff and areas, along with coordinating testing following upgrade/change events, communicating success or failure with management.
• Performs system traces and packet captures for analysis to determine resolution of system errors.
• Create and maintain system documentation, charts, tables, and diagrams to support: diagnostics of problems; analysis of service gaps; contracted vendor installation and/or replacement of systems.
• Create and maintain the documentation and implementation of best practices for services.
• Assists with analyses to management to guide decisions and/or make informed service adjustments in regard to the strategic direction of services and technology.
• Research and evaluate new systems, methods, procedures and industry trends to provide recommendations for new technology adaptation. Implements approved prototype and beta test projects
• Coordinates the prompt closure of all assigned tickets. Schedules assistance from management or support vendors as needed.
• Identifies deficiencies and assist remediation of documentation, training, and appropriate access to tools to obtain 100% first call resolution of all tickets.
• Acts as project owner/manager for projects within area. Ensures that projects are compliant with established project management processes, and sets task priorities, schedules and monitors timelines.
• Ensures staff is following BPS Network and Security access protocols.
• Coordinates the ongoing operations of network security, automated log analysis and audit compliance systems.
• Conducts risk analysis for specialty area to identify points of vulnerability and recommend security infiltration analysis.
• Create and maintain disaster recovery/business continuity planning and implementation documentation for all technical areas assigned.

Team Interactions and Staffing:

• Maintains a positive working relationship with all areas of BPS with a focus on customer service.
• Collaborates with other project owner/managers involving projects with multiple teams across specialization areas.
• Assists management in conducting yearly performance evaluations.
• Assists management in addressing staff disciplinary issues.
• Assists management in interviewing and selecting new hires.
• Assists with the scheduling of staff to insure proper operation of delegated systems.
• Interacts with BPS instructional and facilities consultants such as architects, engineers and contractors for district systems coordination and implementation.
• Provides training and instruction of team and/or users, fosters cross training within team as well as help desk staff. Consults with other departments for the efficient use of systems, management tools, and technology.

Budget:

• Gathers technical requirements and develops service plans, analyses, designs and cost estimates.
• Responsible for ordering and inventory of materials, supplies and equipment as needed for Department.
• Assist management with RFP and budget development and systems acquisition.

Other:

• Undertakes physical activities such as keyboarding, lifting, driving a motor vehicle, and tasks related to the installation, troubleshooting and support of specialty area systems, weighing in excess of 60 pounds.
• Works in schools where students (children), teachers and administrators are present.
• Travels to building sites, holds and maintains a valid New York State driver's license, and has a reliable vehicle to travel to assigned work locations.
• Maintains communications with supervisors and team members (e-mail, voice mail, etc.).
• Other duties as assigned.\

Technologies included, but not limited to:

• Network, Server and Desktop scope: Approximately 70 buildings, 380 data closets, 1,200 network switches, 3,000 wireless AP (one per classroom), 50,000 category 5e network drops, 2 data centers, hundreds of servers, and 15,000 devices
• Networking technologies: Network switches, wireless access points and controllers, Internet access, Wide Area Network connections, load balancers, firewalls, content filter, network and system monitoring tools, network wiring, telecommunications, VoIP, unified messaging, unified communications and collaboration and video conference equipment, desktop, tablet and server OS's, including Microsoft core network and server products, and Apple OS's, MS Active Directory, Open Directory, LDAP, DNS, DHCP, SCCM, Identity and access management tools, Mobile Device Management (MDM), Antivirus, cloud platforms, e-mail, instant messaging, spam filtering and email archive, MS Office productivity tools Excel, Word, Visio, Project and Access.

FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Expert knowledge of computer, smart phone, server and network hardware, software, and peripheral equipment;
• Expert knowledge of IT System capabilities and limitations and application of same;
• Expert knowledge of quality monitoring tools and applications;
• Ability to analyze center reporting tools and applications;
• Ability to operate a personal computer and smart phone, and utilize common office software programs;
• Ability to analyze and problem-solve complex user hardware and software problems;
• Good customer service skills;
• Ability to comprehend technical manuals;
• Ability to learn new systems and technology;
• Ability to understand and interpret written material and verbal communications;
• Ability to effectively communicate both orally and in writing;
• Ability to establish and maintain a good working relationship with others; with tact, courtesy, and integrity;
• Ability to be a team leader, remotely coordinating and coaching resources from the central office/NOC as needed;
• Ability to engineer and design network systems and interconnections;
• Physical condition commensurate with the duties of the position.

MINIMUM QUALIFICATIONS

PROMOTIONAL

Continuous and permanent status in the Board of Education as a Microcomputer Technical Support Specialist for two years.

OPEN COMPETITIVE

A) Graduation from a regionally accredited or New York State registered four year college or university with a Bachelor's Degree and three years of experience in data processing which included at least one year of experience in programming and/or maintenance of vendor supplied operating software and one year of experience in the installation and maintenance of LAN operating systems;
or:

B) Graduation from a regionally accredited or New York State registered two or four year college or university with an Associate's Degree in Data Processing, Computer Science, Business Administration or related field and five years of experience in data processing which included at least one year of experience in programming and/or maintenance of vendor supplied operating software, and one year of experience in the installation and maintenance of LAN operating systems;

or:

C) Graduation from a high school or possession of a high school equivalency diploma and seven years of experience in data processing which included at least one year of experience in programming and/or maintenance of vendor supplied operating software, and one year of experience in the installation and maintenance of LAN operating systems;

or:

D) An equivalent combination of training and experience as defined by the limits of (A), (B) and (C).

NOTE : Verifiable part-time experience will be pro-rated to meet full-time experience Requirements. Proof of education must be presented a time of appointment.

FINAL FILING DATE: September 28, 2021

APPROVED:

Jamie Warren
Associate Superintendent for Human Resources