POSITION GOAL

To provide training, technical assistance, and support to end-users related to the use of computer systems, software, and hardware for schools and departments.

ESSENTIAL PERFORMANCE RESPONSIBILITIES

The Technical Support Analyst II shall carry out the performance responsibilities listed below.

• Receive and respond to service orders, information requests and technical questions from both school-based and District end-users.

• Research, troubleshoot and resolve issues with information technology software and hardware.

• Provide timely follow-up on the status of reported technology issues, providing end-users with progress status and updates.

• Install, operate, test, monitor and maintain systems and equipment according to specifications and industry standards, e.g. networks, transmission and interactive media equipment, audio/visual systems, computer hardware and software.

• Maintain documentation, logs and records applicable to the assigned functional area in accordance with policies and applicable regulatory standards and requirements.

• Assist in planning, implementation, maintenance and repair of functional, structural, programmatic, systematic, and other technology objectives of the department.

• Communicate technical procedures and requirements to end-users.

• Provide support and assistance with troubleshooting, researching and resolving escalated and complex technology issues.

• Provide support to District and school-based staff on the use of technology systems and applications, online resources, desktop computers and other applicable systems.

• Assist in the development and implementation of training programs designed to improve the effectiveness of technical support provided to end-users.

• Assist in the upgrade and enhancement of technology programs and services in accordance with the District Education Technology Plan.

• Schedule and present training programs for District and school-based user groups. Assist in monitoring the effectiveness of the customer service & training programs and recommend enhancements to address remediation, where applicable.

• Represent the department on committees and project teams, as assigned.

• Maintain current knowledge of industry trends and developments applicable to the assigned technical function(s) for application to areas of responsibility. Perform and promote all activities in compliance with the equal employment and non-discrimination policies of The School Board of Broward County, Florida.

• Participate in training programs offered to enhance the individual skills and proficiency related to job responsibilities.

• Review current developments, literature and technical sources of information related to job responsibilities.

• Ensure adherence to safety rules and procedures.

• Follow federal and state laws, as well as School Board policies.

• Perform other duties as assigned by the immediate supervisor or designee.

MINIMUM QUALIFICATIONS & EXPERIENCE

• An earned associate's degree in a related field from an accredited institution.
• A minimum of three (3) years, within the last five (5) years, of experience in the field related to the title of the position.

OR

• Five (5) years of experience as a Technical Support Analyst I in the Broward County School District.
• Prior experience delivering training.
• Knowledge of current computing technologies and software applications appropriate to the position's job responsibilities.
• Demonstrated analytical and problem-solving skills.
• Effective written, verbal and interpersonal communication skills.
• Effective customer service skills.

PREFERRED QUALIFICATIONS & EXPERIENCE

• Prior experience troubleshooting and resolving issues with K-12 software applications and computer equipment.
• Bilingual skills.

SIGNIFICANT CONTACTS-frequency, contact, purpose

Interact effectively with the general public, staff members, students, teachers, parents, and administrators, using tact and good judgment.

PHYSICAL REQUIREMENTS

Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force as frequently as needed to move objects.

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with the District's approved compensation plan. Length of the work year and hours of employment shall be those established by the School Board.

LINK TO JOB DESCRIPTION

To review the complete job description for this position, access the following website: https://www.browardschools.com/Page/36072 and search by Job Code. The Job Code for this position is: WW-013.2

Advertisement Window: 5/14/2024 -6/30/2024

Work Calendar: 12 Month / 244 Days

Classification: Exempt

Compensation:

Broward Teachers Union - Technical Support Professional (BTU-TSP)

PAYGRADE 22 - $59,396 - $85,051

Please Note:

All candidates offered a position at the School Board of Broward County are subject to a national pre-employment background check. Employment is contingent upon the completion and review of a successful background check.

All Applications are Subject to Florida Public Records Law.

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