Campus Technology Support Specialist I

POSITION TITLE: Campus Technology Support Specialist I

EXEMPTION STATUS: Non-exempt

REPORTS TO: Technical Support Manager

TERMS OF EMPLOYMENT: 11 or 12 months depending on employment calendar

HOURLY SALARY RANGE: Minimum $20.92, Midpoint $26.15, Maximum $31.38

Primary Purpose:

Install, troubleshoot, repair, upgrade, and support technology resources. Provide technical assistance for staff to facilitate the use of technology in the classroom or office.

Qualifications:

Education/Certification

Associate Degree in electronics or computer related field or equivalent three years work experience

A+ Technology Certification and/or Dell Computer Maintenance certification preferred

Valid Texas driver’s license with appropriate insurance coverage

Special Knowledge/Skills

Strong organizational, communication (verbal and written), customer service, problem-solving skills

Ability to communicate technical terms and concepts to non-technical users

Strong skills in technical support and maintenance

Strong computer skills in Microsoft technologies for productivity, desktops, messaging, collaboration,

conferencing, PC-based computers, and peripherals

Help desk experience and ability to understand and model excellent customer service practices and techniques

Experience:

Two years technical support experience in a managed, networked PC environment

Major Responsibilities and Duties:

Technical Support
• Provide installation and technical assistance to teachers and administrators for district-supported software, hardware, and peripherals.
• Assist with technology roll-outs, upgrades, modifications, and service implementation.
• Install, update, troubleshoot and repair computer equipment, peripherals, and software to support classroom instruction and administrative applications.
• Provide technical support in person, remotely via the network, and/or over the phone to end users, including working at the Help Desk as assigned.
• Accurately document and maintain trouble tickets from first notification to resolution in district service management system.
• Diagnose, assess and repair/maintain hardware or software related issues to assure on-time, quality repair, installation, and/or configuration of district information technology resources.
• Work cooperatively with Campus Teacher Techs to support and promote technology usage and integration in the classrooms and curriculum.
• Beta-test software and hardware being considered for purchase, to determine if it will work within the district technology environment.
• Document product installations, upgrades, issues, tips/tricks, technical support notes, etc.
• Manage user accounts for network access and within software packages that require an account.
• Replace parts when required, including completing RMA requirements in a timely manner.

Communication
• Foster and promote effective use of information technology to improve teacher practice and student learning by sharing technical knowledge and insight.
• Follow-up and inform customers of call status and call resolution in a timely and consistent manner.
• Escalate technical service calls to appropriate personnel based on operating procedures and call analysis rules.

Policy, Reports and Law
• Demonstrate and model compliance with the employee acceptable usage policy and other board policies regarding data and electronic communications networks.
• Demonstrate discretion and professionalism when accessing systems that may contain sensitive information and comply with district policy, regulations, and/or directives regarding information security and privacy practices.

Inventory
• Manage, monitor, and track district software licenses to ensure End User License Agreement compliance.
• Manage, monitor and track district technology hardware through the department’s inventory system.

Ensure disposal of surplus or obsolete equipment in accordance with district procedures.

Professional Growth and Development
• Keep informed of and comply with federal and state laws and district policies and regulations concerning job function.
• Maintain familiarity with the district’s initiatives to better serve the needs of students.
• Attend professional growth activities to keep abreast of information management and technology services.
• Participate in district training, continuous education, and team projects to increase productivity.
• Maintain a professional appearance including conduct and dress.

Mental Demands/Physical Demands/Environmental Factors
• Tools/Equipment Used: Standard office equipment including computer, printer, peripherals, telephone
• Posture: Prolonged sitting and standing; frequent kneeling/squatting/crouching, bending/stooping, pushing/pulling, climbing, twisting; reaching with arms extended
• Motion: Frequent repetitive hand motions, keyboarding, use of mouse, wrist flexion/extension
• Lifting: Lifting and carrying up to 30 pounds without assistance, 30-55 pounds with assistance, and more than 55 pounds with appropriate assistance
• Environment: Work is performed on campuses and other sites; frequent in-district travel; occasional irregular and/or prolonged hours
• Mental Demands: Maintain emotional control under stress, work with frequent interruptions

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