support specialist Boerne, TX
Job description
Technology Support Specialist II
Position Summary
Provide Tier II technical support for all Technology systems and services district wide. Identify problems and resolve and/or escalate to the appropriate personnel as needed.
Qualifications
- High school diploma or GED required. Associate Degree in a Technology related field preferred.
- Clear and valid driver’s license
- A+ certification required or attain within 1 year of hire.
- Minimum of 2 years of experience providing technical support to end users, preferably in an educational environment.
Special Knowledge/Skills:
- Knowledge of computer setup for Windows-based and Apple laptops and desktops
- Strong verbal and written communication, interpersonal, and telephone etiquette skills.
- Ability to provide technical leadership.
- Ability to provide technical support to all areas of the district.
- Strong knowledge of implementing and maintaining software/hardware technologies.
- Working knowledge of network configurations, topologies, and installation.
- Ability to properly diagnose and repair enterprise technology equipment.
- Ability to properly configure and troubleshoot enterprise applications.
Major Responsibilities and Duties:
- Provide Tier I and Tier II support for all technology systems district wide.
- Provides day-to-day direction to staff; may become directly involved, as required, to meet schedules and resolve problems.
- Provides process, project and technical guidance, quality review and management of campus technical support staff.
- Establishes technical standards and requirements and reviews the current status and collaborates to develop improvement solutions.
- Act as a technical leader for and provide mentoring to the Technology Support Specialists.
- Act as a system operator for endpoint device management systems.
- Assist in the design, development, implementation, and support of technology systems district-wide.
- Take steps on a timely basis to eliminate quality issues.
- Work cooperatively with hardware and software vendors to resolve issues.
- Provide regular updates and status reports to the appropriate supervisor.
- Complete a written record of every service call.
- Contribute to an accurate inventory of all Technology systems and services in use district wide.
- Perform other duties as assigned by the Director of Network Systems and the Manager of Technology Support.
- Compile, maintain, and file all physical and computerized reports, records, and other documents.
- Participate in appropriate training, in-service and workshop programs, and attend any required meetings.
- Comply with federal and state law policies, State Board of Education rules, and local board policy.
- Comply with all district and campus routines and regulations.
- Follow district safety protocols and emergency procedures.
- Respond to after-hours emergencies as needed.
- Support the Technology Help Desk on a rotating basis to provide phone-based technical support as needed.
Mental Demands/Physical Demands/Environmental Factors:
Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals; small truck or van
Posture: Prolonged sitting and standing; regular kneeling/squatting, bending/stooping, pushing/pulling, and twisting
Motion: Repetitive hand motion; frequent keyboarding and use of a mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching; may climb ladders
Lifting: Moderate lifting and carrying (up to 44 pounds); occasional heavy lifting (45 pounds and over)
Environment: Exposure to electrical hazards; occasional prolonged and irregular hours; frequent district wide travel; May be required to be on-call 24 hours a day.
Mental Demands: Work with frequent interruptions; maintain emotional control under stress
This document describes the general purpose and responsibilities assigned to this job. It is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.
Salary Information
Status: Non-Exempt
Paygrade: PP08
Hours: 8
Days/Months: 226/12
Status: At-will
