SUMMARY: Provide effective production support of devices that connect to the District Infrastructure including accurate problem identification, troubleshooting, ticket documentation. Effective queue and ticket management achieving first-call resolution (FCR) in a timely manner Proven experience in a customer service capacity providing excellent support and communication with clients and follow-up on all open and pending tickets.

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

Device Support:

Configure and install computing devices and peripherals.

Diagnose, research and resolve technical issues on supported client and server hardware, operating systems and applications.

Troubleshoot, repair, configure and upgrade computer hardware components.

Perform advanced Client side troubleshooting.

General Computing and networking security knowledge.

Proficiency and understanding of computer management system including Imaging processes, software deployment, patching, and remote control.

Mobile technology management, configuration and troubleshooting.

Project:

Assist senior staff in the testing of new technologies for future implementation by the District. Perform testing and publish documentation.

Development, documentation, testing, and modification of computer systems based on user request or specifications Server/AD.

Assist in the monitoring and maintenance of all supported end user and server technology equipment to ensure optimal performance.

Perform server backup, maintenance and configuration to ensure consistency and availability of hosted services.

Perform server hardware installation, maintenance and repairs.

Working knowledge of server virtualization technologies including VMware ESXi and VSphere.

Networking:

Knowledge of computer networking fundamentals including TCP/IP, Ethernet and 802.11.

Perform physical and network connectivity troubleshooting.

Knowledge of and the ability to utilize common network troubleshooting tools to perform client connectivity troubleshooting Management/Leadership.

Provide process and second level technical guidance to NSS Site based technologists.

Provide critical technical link for schools/departments in the evaluation, prioritization and processing of work orders.

Perform group and one on-one-training for Site based Technologists.

Create and publish technical documentation.

Assist central NSS Engineers and Leads with projects and tasks.

Consult with site staff and central departments to recommend technology (hardware and software) purchases based on goals and/or system functionality requirements.

Assist Schools and Site techs with ETAP inventory updates and provide process information.

Other duties as assigned

EXPERIENCE: Minimum 3 years of professional experience supporting PC's, Laptops, and mobile devices in a large-scale distributed environment.

EDUCATION AND TRAINING: Bachelor's degree in computer science, information systems or related field. Equivalent experience and certifications will be considered.

CERTIFICATES, LICENSES, REGISTRATIONS: Network Plus/A+ certification helpful/preferred. Microsoft Certified System Administrator (MCSA) preferred. Microsoft Certified System Engineer (MCSE). Other certifications will be considered.

SKILLS, KNOWLEDGE, & EQUIPMENT: Provide effective production support including accurate problem identification, troubleshooting, and ticket documentation. Strong organizational and time management skills. Achieve first-call resolution in a timely manner. Experience performing remote support. Strong analytical and problem resolution skills with a working knowledge of Microsoft products (windows OS, outlook, office suite, etc.) Awareness and working knowledge of security technology, local security, network security, and application security preferred.

DECISION MAKING: Responsible for School based support of District devices connectivity to District enterprise resources and the reliable access to these environments. Critical decisions are made daily that impact students and staff of the District. Errors could potentially result in substantial embarrassment and/or cost to the District.

COMMUNITY RELATIONS: Daily contact with classified staff within/outside department to discuss routine internal matters, obtain/furnish information, resolve routine corrections/adjustments, and interpret policy. Weekly contact with professional staff within department to discuss routine internal matters, obtain/furnish information, and resolve routine corrections/adjustments; and school support team and vendors, contractors, and engineers to discuss routine internal matters, obtain/furnish information, resolve routine corrections/adjustments, and negotiate controversial matters. Monthly contact with professional staff outside department to discuss routine internal matters, obtain/furnish information, resolve routine corrections/adjustments, interpret policy, and maintain relationships; with the general public and community members to discuss routine internal matters, obtain/furnish information resolve routine corrections/adjustments, interpret policy, recommend policy and negotiate controversial matters.

SPAN OF CONTROL: This position does not have supervisory responsibilities.

EDUCATIONAL DELIVERY: Provide support services for Educational Technology, Educational Resources, Staff Development, training, Transportation, Special Education, Health Services, Human Resources, and all employees, students, teachers, and administrators. Assist Sr. Technology Support Specialist with the desktop client support. Configure file access, printers and network connectivity on Windows OS client computers. Must have a working knowledge and understanding of Windows desktop operating systems as well as Microsoft productivity tools. The majority of time is spent at school sites.

COMPLEXITY OF WORK: Work is assigned by the Network Support Specialist (NSS) team lead. Perform desktop OS installations/upgrades migrating user-related data and settings. Configure device drivers to enable a client computer to connect to District services. Configure file access, printers and network connectivity on Windows OS client computers. Optimize and maintain the performance and reliability of client devices. Must have skills and abilities required to troubleshoot startup/login issues on a Windows operating system, troubleshoot client-configuration failures and group policy application issues as well as hardware device/driver and performance issues. Troubleshoot all aspects of network connectivity both wired and wireless environments as well as operating and application issues. Must have a thorough understanding of Windows desktop systems as well as end-to-end deployment processes for District standard hardware and applications.

The physical demands, mental functions, and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, or crouch; and talk or hear. The employee must occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

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

WORK ENVIRONMENT While performing the duties of this job, the employee is occasionally exposed due to working in data centers and construction areas to wet or humid conditions; work near moving mechanical parts, work in high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outdoor weather conditions; extreme cold (non-weather); extreme heat (non-weather); risk of electrical shock; work with explosives; risk of radiation, and vibration. The noise level in the work environment is usually moderate.
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/