POSITION TITLE: Campus Technology Support Specialist II
EXEMPTION STATUS: Non-exempt
REPORTS TO: Technical Support Manager
TERMS OF EMPLOYMENT: 12 months
HOURLY SALARY RANGE: Minimum $22.49, Midpoint $28.11, Maximum $33.73
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. Serve as liaison between the CTSS team and the networking and data processing teams. Assist in the daily operation and maintenance of end-user network connectivity issues as assigned.
Qualifications:
Education/Certification
Associate Degree in electronics or computer related field or equivalent three years work experience
CompTIA A+ Technology Certification, CCNA, Server+ and/or AIS certifications preferred (multiple desired)
Help Desk Institute 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
Familiarity in the maintenance of telecommunication equipment, Ethernet LANs (including switches), and wireless equipment
Understanding of software database structures to include fields, tables, relational database structures
Cognos and/or financial/student management system experience preferred
Experience:
Two years technical support experience in a managed, networked PC environment
One year experience using Microsoft Windows Server, including Active Directory, preferred
Major Responsibilities and Duties
Technical Support
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Provide technical support to end-users, including working at the Help Desk as assigned.
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Troubleshoot the district’s financial and student data systems, Cognos & other database programs to expedite issue resolution.
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Have thorough knowledge of wireless network infrastructure, and wireless access points to communicate with wireless capable clients. Program clients for effective wireless capabilities. Troubleshoot end-user wireless connectivity problems.
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Add, delete, and maintain an accurate Active Directory, including managing user accounts and computer accounts/roles within Active Directory groups and objects.
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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. Communicate with software and hardware vendors to resolve end-user problems.
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Provide installation and technical assistance to teachers and administrators for district-supported software, hardware, and peripherals.
- Assist with technology roll-outs, upgrades, modifications, processes, and service implementation.
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Foster and promote effective use of information technology to improve teacher practice and student learning by sharing technical knowledge and insight.
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Accurately document and maintain service tickets from first notification to resolution in district service management system.
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Document product installations, upgrades, issues, tips/tricks, technical support notes, etc.
Testing and Development
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Develop Custom Factory Integration (CFI) Images, distribute projects to manufacturer, and validate prototype for release of new purchases for district equipment in a timely manner.
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Develop software images and MSI files for deployment and installation of software packages or updates.
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Beta-test software installations before they are deployed and determine the necessary security requirements.
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Develop installation instructions for staff for programs that must be installed by a technician.
- Beta-test software and hardware that users are considering purchasing to determine if it will work in the SAISD technology environment.
Policy, Reports and Law
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Demonstrate and model compliance with the employee acceptable usage policy and other board policies regarding data and electronic communications networks.
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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
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Inventory and track district software licenses to ensure End User License Agreement compliance and district technology hardware through the department’s inventory system.
Safety and Security
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Protect and safeguard software licenses, media, and product keys from malicious use, abuse theft, and piracy.
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Follow established safety procedures and techniques to perform job duties.
Professional Growth and Development
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Keep informed of and comply with all federal and state laws and district policies and regulations concerning job function.
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Maintain familiarity with the district’s initiatives to better serve the needs of students
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Attend professional growth activities to keep abreast of information management and technology services.
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Participate in district training, continuous education, and team projects to increase productivity.
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Maintain a professional appearance including behavior and dress.
Mental Demands/Physical Demands/Environmental Factors
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Tools/Equipment Used: Standard office equipment including computer, printer, peripherals, telephone
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Posture: Prolonged sitting and standing; frequent kneeling/squatting/crouching, bending/stooping, pushing/pulling, climbing, twisting; reaching with arms extended
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Motion: Frequent repetitive hand motions, keyboarding, use of mouse, wrist flexion/extension
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Lifting: Lifting and carrying up to 30 pounds without assistance, 30-55 pounds with assistance, and more than 55 pounds with appropriate assistance
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Environment: Work is performed on campuses and other sites; frequent in-district travel; occasional irregular and/or prolonged hours
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Mental Demands: Maintain emotional control under stress, work with frequent interruptions
