SUMMARY Provide high level technical support for devices, applications and network connectivity to support IT and school based technology. This position requires excellent written, oral and organizational skills. Candidate will possess the ability to coach others in the organization of work and the resolution of technical issues. Ideal candidate will demonstrate skill in solving complicated tasks based on proven experience and informed judgment. Encourage collaboration and teamwork with all support staff to foster a team of highly effective and tech savvy individuals. Must be self-motivated and require minimal supervision with a desire to improve self and others.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Provide process, prioritization and second level technical guidance to ECTS Support Technicians. Provide evaluation and scheduling of work as necessary. Coach with remote incident management skills. Coordinate or provide coverage for a site during support staff vacancies.

Assist ECTS Support Specialists and Support Technicians with time intensive projects.

Facilitate and provide timely and appropriate communication with schools and departments in the evaluation, prioritization and processing of work orders.

Facilitate ongoing and productive communication with ECTS Support Specialists, Support Technicians and site customers.

Utilize knowledge, diagnostic tools and other resources to provide quick and accurate problem resolution for a diverse technical environment.

Install, maintain and update hardware including; laptops, chromebooks, workstations, mobile devices, printers, document cameras and projectors. Install, maintain, and update operating systems and software applications as appropriate. Diagnose and troubleshoot software conflicts or anomalies, updates and apply patches or fixes as necessary. Assist in removal of viruses and malware on identified devices.

Provide technical assistance to customers via phone, email, remote sessions or on-site as appropriate. Troubleshoot and resolve connectivity issues between supported devices and the network. Support customer requests with courtesy, efficiency and technical expertise. Document and publish solutions to technical issues. Effectively escalate issues to appropriate team members as necessary.

Work with other ECTS staff to understand the advantages/disadvantages of various relevant technology options that are available to schools.

Ensure computer operations and equipment are in compliance with applicable policies, procedures, and standards. Follow department guidelines and procedures to ensure site consistency and effective process management.

Maintain current working knowledge of computing hardware and software technologies.

Assist in maintaining the accuracy of the site technology inventory.

Attend technical trainings and meetings for the purpose of keeping skills current and for obtaining information required to perform daily functions.

Participate in testing and implementation of new systems and hardware as needed.

Maintain assigned work order tickets by providing notes and closing resolved tickets in a timely manner.

Collaborate with school based staff, service desk, and ECTS department staff to coordinate and prioritize the resolution of work orders

Perform other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND TRAINING: High school diploma or equivalent, technical courses in computer science and information systems. Equivalent work experience will be considered.

EXPERIENCE: 2+ years experience in advanced computer hardware and software troubleshooting. 6 + months experience with using a work order system to complete assignments in a timely manner. Experience in a customer support role required.

SKILLS, KNOWLEDGE, & EQUIPMENT: Requires strong interpersonal, communication and decision making skills. Requires advanced technical skills in computer hardware and software troubleshooting and resolution, computer networking fundamentals including advanced connectivity troubleshooting skills. Requires strong technical skills in supporting essential classroom devices such as printers, ipads, chromebooks and interactive whiteboards. Must have advanced knowledge of all current Windows desktop operating systems. Knowledge of current wireless technologies and connectivity of remote wireless devices and peripherals required. Experience with desktop management tools such as Altiris client management suite preferred. Requires the ability to quickly learn new hardware and software systems support.

CERTIFICATES, LICENSES, & REGISTRATIONS: CompTIA A+, CompTIA Network+ or equivalent experience is preferred. A valid Colorado driver's license with reliable transportation and vehicle insurance is required at time of hire. Mileage between sites I supplemented monetarily.

SUPERVISION/TECHNICAL RESPONSIBILITY: This position has no supervisory responsibilities but does require excellent collaboration skills with team members. Acts as a technical resource for staff by providing computer and networking assistance and first level technical training.

CONTACTS: Position requires daily contact with persons in other department/buildings using email, ticketing system, phone calls and site visits. Weekly contact with persons in same work quadrant to furnish or obtain information on tasks, projects, issues and processes. This position requires advanced prioritization and organizational skills.

SAFETY TO SELF AND OTHERS: Medium exposure to self to bruises and cuts due to moving of equipment, cuts from installing equipment in tight spaces and hernias from moving heavy equipment.

The physical demands, work environment factors, and mental functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand, walk, sit, and reach with hands and arms, stoop, kneel, or crouch. The employee is occasionally required to climb or balance. The employee is regularly required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.

MENTAL FUNCTIONS: While performing the duties of this job, the employee is regularly required to analyze, communicate, coordinate, evaluate, and use interpersonal skills. The employee is frequently required to instruct and occasionally required to compare, copy, compute, synthesize, compile and negotiate.

JUDGMENT AND DECISION MAKING: Work orders are submitted to the Help Disk and then assigned to the appropriate team member and to address any additional requests for technical support while on-site. This position requires the ability to prioritize workload according to service level agreement, contact school/department to schedule time to address situation and must resolve scheduling conflicts when necessary. Must adhere to a service level agreement and follow procedures outlined by the team. Decisions require collaboration with team members, administrators, staff, and students. Errors in decision making could include failure of an individual workstation or entire network, resulting in loss of staff productivity and/or loss of access to instructional resources. Supervisor is involved in major decisions.

DIVERSITY OF DUTIES: Duties require thorough cross training in hardware, software, installation, maintenance, and troubleshooting. Responsibilities extend across several District areas on a daily basis.
Additional Information

Strong internal candidates are being consideredMultiple positions being filled
Important Notice Regarding Licensed Positions:
Job Status Type is Referenced Above in Job Posting:
Job Status: Ongoing
A successful external applicant will be issued a probationary contract. A successful internal applicant that currently holds a probationary or non-probationary contract with Jeffco Public Schools will maintain that contract status.
Job Status: Temporary
A successful external applicant will be issued a one year, temporary contract. A successful internal applicant currently holding a Jeffco probationary contract will be issued a one year, temporary contract. A successful internal applicant currently holding a Jeffco non-probationary contract, will forfeit their non-probationary status. Please contact Employment Services for questions.

Equal Employment Opportunity
The Jefferson County School District does not discriminate on the basis of disability, race, color, creed, religion, national origin, age, sexual orientation, marital status, political affiliation, pregnancy, sex, disability.


Salary:
http://www.jeffcopublicschools.org/employment/salaries/
Benefits:
http://www.jeffcopublicschools.org/employment/benefits/