Position Outcomes:
To provide Tier I and Tier II front-line customer service to all of the school's users of instructional and administrative technology.

General Responsibilities:
This person is a key member of the User Support Team within the Technology Department providing Tier I and Tier II front-line customer service to all of the school's users of instructional and administrative technology. This team manages users' incidents, and requests for accounts, hardware, and software. This person supports the team's mission by working within established guidelines, exercising initiative and independent judgement in performing duties and in staying current with information and procedures. He/she must work intentionally, be prepared and dependable while managing numerous interruptions, maintain a professional demeanor, and be exceptionally well organized.

Qualifications:

At least two years of experience in a technology related field; college degree preferred.

A+ Certification

MCSA/MCSE, Google or Apple Certification preferred.

ITIL Foundations Certification preferred

HDI Technical Support Professional preferred

Windows, Mac and mobile device management preferred.

Ability to frequently lift and move equipment weighing up to 50 pounds.

Ability to move about the work environment to perform duties.

Ability to maintain a high level of confidentiality.

Excellent oral and written communication skills

Experience working in customer service and user support; use and understanding of various types of hardware and software applications; user account management; audio/visual equipment and setups; and a multi-platform network environment.

Exemplary interpersonal skills and ability to communicate clearly and distinctly with staff, outside agencies, and students.

Position Expectations

Provides customer service by:

Managing emails, phone, and walk-in requests for assistance.

Utilizing the Service Support Software to facilitate and manage user support requests.

Routing support requests to other functional teams/personnel as needed.

Ensuring users are supported in a timely, efficient and accurate manner.

Facilitates incident and request management by:

Implementing service process and procedures for supporting users at a Tier I and Tier II level across all areas of technology.

Maintaining service records and transactions within service support software and databases.

Provides Tier I and Tier II user account support by:

Performing domain password resets, changes and account unlocking.

Managing access control, and security management.

Performing phone/voicemail configuration and password resets.

Troubleshooting VoIP, VPN, and VDI issues.

Provides Tier I and Tier II software support by:

Understanding and troubleshooting District software: Learning Management, Student Information, and Business Management Systems; Microsoft OS/Mac OS/iOS; Google Apps for Education; course-specific software for coding, engineering, digital art, video editing, language, etc; and ebook/eReader apps.

Performing compatibility testing.

Testing and deploying PC/Mac/iOS images/clones.

Performing file recovery/backup/restore processes.

Provides Tier I and Tier II hardware support by conducting assessment and repair of computers, mobile devices, phones, printers, projectors, Apple TV's and audio/sound equipment.

Provides computer lab support by troubleshooting as needed during classes, and assessing and requesting lab supplies and equipment.

Manages the hardware lifecycle by:

Maintaining databases.

Distributing, inventorying, locating, tracking, checking-out, and replacing equipment.

Facilitating the warranty process.

Creating and updating lifecycle documentation.

Performs hardware installation for desktop computers, phones, Apple TV's, projectors and wireless access points.

Supports event audio visual setup by placing, testing and operating equipment:

In presentation/conference rooms/collaborative spaces.

In temporary local and off-site events (banquets, graduation, retirement).

For Board of Education meetings.

Supports computer-based testing by setting up and monitoring computer labs during events such as local, state, national, and AP exams: finals, Impact, ESL, Heritage Native Speaker, National Language Contests, AP, Seal of Biliteracy, PLAN/PSAT, etc.

Demonstrates professional responsibility by:

Adhering to processes and procedures.

Maintaining accurate records.

Communicating with stakeholders frequently, accurately, and with professionalism.

Participating in and leading cross-training for User Support team members as needed.

Participating in cross-functional team and User Support team projects and initiatives.

Complying fully with school and district regulations and code of conduct.

Supports the work environment by:

Contributing to a respectful and collaborative environment.

Initiating improvements, making revisions and recommendations, and/or helping others do the same.

Organizing the physical space and making efficient use of resources. The physical environment must be appropriate to the work activities.

Creates, maintains and designs digital signage images.

Serves as a Student Technology Internship Mentor.

Performs other duties as assigned by supervisor.

Rate of Pay: Grade 10; not less than $22.89 per hour
Reports to: Network and Operations Manager