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Technology Support Specialist - IT Customer Service and Support

Gwinnett County Public Schools
Suwanee, GA, US
Position Type:
Professional/Technical/Technology Support Specialist

Date Posted:

Instructional Support Center

Date Available:

Job Code: Technology Support Specialist - 030148 Standard Hours: 40 Department: IT Customer Service & Support - 282219 Empl Class: NA Minimum Salary: $58,542.00/Annually

Maximum Salary: $89,235.00/Annually

Scheduled Days: 245

Target Openings: 1

  License and Certification Qualifications: Valid Georgia driver's license and industry standard certification related to desktops/laptops (i.e. operating systems, hardware, software) and user administration within a Microsoft Active Directory environment preferred.

Education Qualifications: Associate's degree in related field preferred or in lieu of an associate?s degree, a high school diploma or equivalent with at least two years of progressively responsible experience in the computer industry or a related field required.

Experience Qualifications: Five years in the computer industry with a focus on networked computer hardware and software troubleshooting and repair required.

Skills Qualifications: Ability to diagnose and resolve difficult technology problems in a timely manner using effective troubleshooting techniques; ability to troubleshoot problems remotely using the telephone and diagnostic tools; ability to ensure and maintain a high level of customer satisfaction and confidence; ability to prioritize and manage workload with limited supervision; ability to multitask various projects; excellent verbal and written communication skills; exceptional interpersonal skills; and ability to analyze existing processes and identify areas for improvement.

Primary Responsibilities: Manage escalation issues for computer, network, and printing operations and provide computer, network, printing, and software application support to the district.

1. Provide central office support and school support related to computer, network, and printing operation issues.
a. Conduct research and work with other departments to maintain current knowledge of technology adopted by Gwinnett County Public Schools (GCPS).
b. Share knowledge with team members and use knowledge to provide fast and efficient service to central office customers.
c. Assist in identifying, planning, and implementing the team's standard operating procedures and benchmarking.
d. Foster team skills to improve problem solving techniques, knowledge transfer, and customer satisfaction.
e. Serve as the first point of escalation to central office support and school support.
f. Work with Desktop Management to develop operating system images, evaluate software and hardware for compatibility, assist with troubleshooting issues, and conduct functional and performance testing as needed.

2. Serve as a technical lead for central office support and school support issues within the department.

3. Provide technical customer support for the district.
a. Assist the central office technology team in diagnostics, repairs, upgrades, and migrations by providing remote and on-site support.
b. Take end-to-end responsibility for assigned calls, providing timely, reliable, and courteous service.
c. Act as an interface between user and support groups as required to resolve problems.
d. Function as the point of contact between Original Equipment Manufacturers (OEMs), vendors, and technology partners when needed.
e Provide Level 2 and Level 3 support for all applicable Information Management and Technology Division computer labs and conference rooms.
f. Collaborate with other information management departments to identify and resolve difficult problems to provide timely resolution of issues and to facilitate knowledge transfers among departments.

4. Assist with creating and documenting technical information.
a. Collect, publish, and maintain appropriate hardware and software maintenance documentation.
b. Develop and maintain technical information bulletins.
c. Create and publish technical troubleshooting procedures and tips to applicable team members.
d. Provide feedback of intelligence gained through customer interactions appropriately within the customer support organization.
e. Make recommendations for process improvements and tool additions.
f. Assist in recommending when to surplus technology in order for other groups to be able to plan replacements.

5. Document all telephone calls and requests using the current incident management or Information Technology Service Management (ITSM) application tool.

6. Provide status report to supervisor summarizing weekly activities and highlighting significant issues with detail.

7. Dispatch to remote central office or school sites throughout the county when needed.

8. Provide and deliver on-the-job training as required.
a. Maintain current skills through traditional and self-paced training materials.
b. Assist in the training and orientation of new staff hired for central office support and school support teams

9. Support the district's policies, procedures, and guidelines.
a. Assist with the technical screening of technology support technician candidates for schools and central office support.
b. Maintain positive working relations with divisional technology partners and vendors.

10. Perform other duties as assigned.

Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk. The employee may be required to use hands to finger, handle, feel, and/or reach. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. The employee is required to operate a motor vehicle in performance of duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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