PRIMARY FUNCTION:  The position is responsible for providing technical support in the district along with providing leadership among our team.

 

REPORTS TO:  Desktop Support Engineer Manager
SALARY SCHEDULE: G-12
WORK DAYS: 250

 

REQUIREMENTS:
1. Education Level:  Bachelor’s degree in Information Technology or related degree

2. Experience, Skill, and Certification: 

• Five years’ experience supporting Microsoft Windows and PC hardware and a current CompTIA A+ certification. 
• Proficient in Customer Software Support and Network Communications: Possess advanced knowledge in providing technical assistance for software applications and network connections.
• MS Office Suite Expertise: Skilled in utilizing the Microsoft Office Suite, including word processing, spreadsheets, database management, Outlook.
• Effective Problem Diagnosis and Resolution: Able to read and interpret technical information swiftly, diagnosing and resolving complex issues promptly.
• Balancing Independence and Collaboration: Capable of independently planning, organizing, and prioritizing tasks, while also following instructions and collaborating effectively with colleagues.
• Strong Interpersonal Skills: Demonstrates excellent communication abilities, fostering positive relationships with diverse customers and technical support personnel, even in high-pressure situations.
• Organizational Proficiency: Exhibits strong organizational skills to manage tasks efficiently.
• Analytical and Problem-Solving Acumen: Possesses a high level of analytical thinking and problem-solving capabilities

 

ESSENTIAL DUTIES:

1. Prioritize and delegate work to level 1 Technology Support Specialists.
2. Documents, installs, maintains, and repairs computer systems and related peripherals; reviews and prioritizes work orders according to established standards; travels to worksites to provide onsite response to support calls as necessary.
3. If necessary, liaise with third-part support of various technology vendors
4. Team lead on special projects.
5. Troubleshoots and diagnoses complex software and hardware problems in a network or standalone environment using software tools, test equipment, technical support databases, telephone, and remote access.
6. Troubleshoots performance issues and provides recommendations on configuration changes and/or upgrades of hardware or software to meet customer objectives.
7. Act in alignment with user needs and system functionality to contribute to organizational policy.
8. Manage in an internal technology tool suite including laptops, mobile devices, and a broad range of remote management applications.
9. Maintains documentation, activity logs and records related to assigned duties; follows established documentation, record keeping guidelines, and service level agreements established by the Data and Information Division.
10. Manage and resolve IT service requests across a wide spectrum of IT related concerns.

11. Identify problematic areas and implement strategic solutions.
12. Performs other duties as necessary for the effectiveness of the organization.

 

TERMS OF EMPLOYMENT

Incumbents will be considered “at will.” This is an “essential personnel, critical staff” position. When there is an event that creates security challenges or disruptions to district operations, this position may be required to work during identified periods of an emergency as defined in Policy Regulation GBRB-R. Appropriate pay will be determined based on Grade 12 on the classified hourly scale and allowable experience as determined by Human Resources.

 

This is a 250-workday, nonexempt position.                Rev. 03-2024                                                                                    

                                                                                                                                                                                                                              

 NON-ESSENTIAL RESPONSIBILITIES

 

A responsibility is “non-essential” (for the purposes of compliance with the Americans with Disabilities Act) if:

 

• it is shared between multiple incumbents in the job; or
• it could be performed by an employee in another job within the

Note the responsibility number from the list in the “Duties and Responsibilities” section for those responsibilities that could be considered “non-essential” based on this definition.

 

PHYSICAL AND SENSORY DEMANDS

 

Most jobs in the District have physical and sensory demands that can be described by one of the two categories noted below. For jobs that required more physical or sensory effort, please list the requirements in this section. Check the box that is applicable for this position and complete any necessary information.

[ X] OFFICE   Employees in this category are normally exposed to a typical environment. The employee has some control over the length of time sitting, standing, or ambulating. There are occasions that require the lifting or pulling of equipment or supplies, as well as bending, stooping, or stretching. There is frequent use of computers, telephone, and other standard office equipment, which includes reading, listening, writing, or speaking. There are few exceptional physical or sensory demands.

[  ]  CLASSROOM   Employees in this category spend at least most of the workday in a typical classroom or related educational environment.  There will be prolonged periods of standing or walking, and there may be frequent bending, stooping, or stretching. There are occasions that require the lifting or pulling of equipment or supplies. Reading, listening, writing, and speaking are requirements. There are few exceptional physical or sensory demands, but there may be occasions that require the lifting or restraint of a student.

 

EXCEPTIONAL PHYSICAL OR SENSORY DEMANDS

(Check any that apply to this job and complete the required information.)

 

[x]  Occasional heavy lifting of up to 25 pounds of materials, etc.

[  ]  Frequent climbing up to ____ feet, and/or working on building roofs.

[  ]  Exposure to heavy dust, dirt, chemical or paint fumes, and other airborne matter.

[  ]  Exposure to extreme heat, electric current, hazardous chemicals or other potential               hazards.

[X]  Sitting or standing for extended periods with no control over rest periods.

[X]  Other: Must have reliable transportation to travel within the district.