Job Title:        Technical Support Specialist                  Wage/Hour Status:  Non-Exempt

Reports to:     Technical Support Administrator/Manager   Pay Grade:  CT - 6

Dept./School: Technology                                              Date Revised:  07/01/2022

 

Primary Purpose:

 

Under the general supervision of the Technical Support Administrator, the Technical Support Specialist is responsible for a variety of technical and customer support services, including, but not limited to:

• Responding promptly to Level 1 and escalated Level 2 work order requests as assigned, by diagnosing and repairing hardware and software issues, and by assisting end users with technical issues;
• Serving as lead specialist for one or more major district programs; and
• Performing as a team member on special projects as assigned.

Qualifications:

 

Education/Certification:

• High school diploma or GED
• Valid Texas Driver’s License
• Related degree and/or multiple relevant technical certifications, such as A+, MCSA/MCSE, Apple ASCP/ACMT preferred

 

Special Knowledge/Skills:

The candidate should possess:

• knowledge of installation, troubleshooting, and repair of computer-related equipment and peripherals, including but not limited to handheld devices/tablets, printers, copiers, monitors, drives, expansion cards, input devices, and projectors;
• proficiency with computer hardware, operating systems, and software applications (both MAC and PC), as well as mobile devices (including iPads/iOS, Chromebooks/Chrome OS, and Windows tablets);
• experience with enterprise imaging and management of computers, handheld devices, applications, and systems;
• experience with enterprise management of anti-malware systems;
• knowledge of virtual desktop and implementation and cloud computing;
• understanding of network concepts, including client connectivity; and
• excellent customer service, complex problem solving, and organizational skills;

and the ability to:

• effectively use remote support and helpdesk software;
• communicate effectively; and
• work independently.

Experience:

• Five years’ work experience supporting end users and installing, maintaining, and repairing computers, mobile devices, application software, networks, and peripherals
• Technical experience in an educational environment preferred

 

Major Responsibilities and Duties:

 

Technical Support

1. Create and deploy images and/or configurations for computers and mobile devices.
2. Install, upgrade and deploy equipment throughout the district as needed.
3. Install and configure software as needed – manually, via remote deployment, and through virtual delivery.
4. Assist technicians with complex issues.
5. Diagnose and repair equipment, including printers, mobile devices, and computers.
6. Assist end users with technical questions, requests, and issues as assigned.

Records and Reports

1. Maintain accurate records of time and materials required to perform repairs and service.
2. Maintain accurate records and compile documentation related to assigned programs.
3. Communicate with end users regarding work status.

Safety and Data Security

1. Operate tools and equipment according to prescribed safety procedures.
2. Follow established safety procedures and techniques to perform job duties, including lifting, climbing and carrying.
3. Correct unsafe conditions in the work area and immediately report to a supervisor any conditions that are not correctable.
4. Maintain data integrity and availability for services related to assigned program(s).

Other

1. Serve as lead specialist for one or more district programs, including, but not limited to:

• Device maintenance and repair program
• Mobile device management
• Patch management and software delivery
• VDI and cloud application delivery
• Anti-malware system and security software
• A/V Systems
• Printing and copying services

2. Perform duties related to special projects as assigned.
3. Maintain confidentiality regarding student and coworker information and as required by FERPA.
4. Respond to after-hours emergencies as needed.

Supervisory Responsibilities:

 

None.

 

Equipment Used:

 

Hand tools and test instruments for installation, repairs, and testing. Personal computers, mobile devices, server systems, and peripherals.

 

Working Conditions:

 

Mental Demands/Physical Demands/Environmental Factors:

Climbing, stooping, bending, kneeling, reaching, heavy lifting and carrying. Frequent use of small hand tools and equipment. Frequent district wide travel (must have an automobile). Occasional prolonged and irregular hours.

 

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.