Pay Grade/ Rate of Pay: Grade 11; $24.30 - $28.44 per hour, based on experience
Reports to: Network Engineering and System Support Manager
Starting date: Upon filling position

Application Deadline: June 21, 2019

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

Qualifications:

College degree in related field

Certifications:

A+ Certification

HDI Support Center Team Lead Certification preferred

Network+, MCSA/MCSE or Apple Certification preferred

At least two years of experience in a technology-related field

Experience in Windows, Mac and mobile device management

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, students, parents and outside agencies.

Leadership skills: communicative, intentional, solution-oriented, mission-conscious, accountable to the highest standards of honesty, integrity and confidentiality

General Responsibilities
This person is a leader and key member of the User Support Team within the Technology Department providing 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 designs and works 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.

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 the incident, request and change management by:

Developing and documenting processes and procedures relative to supporting users at a Tier I and II level across all areas of technology

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

Maintaining service records and transactions within service support software and databases

Provides Tier I and 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 reset

Troubleshooting VoIP, VPN, and VDI issues

Provides Tier I and II software support by:

Understanding and troubleshooting Learning Mgmt., Student Information, and Business Mgmt. 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 process

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

Provides computer lab support by:

Troubleshooting as-needed during classes

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

Contacting Vendors

Making purchase recommendations

Performs hardware installation for:

Desktop computers

Phones

Apple TVs

Projectors

Wireless access points

Supports event A/V setup by:

Placing, testing and operating equipment in presentation/conference rooms/collaborative spaces

Placing, testing and operating equipment in temporary local and off-site events (banquets, graduation, retirement)

Placing, testing and operating equipment for Board meetings

Supports computer-based testing by setting up and monitoring computer labs during 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:

Managing processes and procedures

Maintaining accurate records

Participating in the professional community

Communicating with stakeholders frequently, accurately, and with professionalism

Seeking opportunities for professional development

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

Taking on a leadership role with colleagues

Complying fully with school and district regulations and code of conduct

Supports the work environment by:

Contributing to an environment of respect and rapport, reflecting care for individuals.

Contributing to a culture where team members assume responsibility for high quality by 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