Technology Support Specialist

Job Description

Position Title

TECHNOLOGY SUPPORT SPECIALIST

Reports to : CUSTOMER SUPPORT SUPERVISOR

Over-Time Status : NONEXEMPT

Pay Grade : 110

Job Summary

The Technology Support Specialist (TSS's) role is to provide technical support to the division by documenting, and either resolving or routing Customer Service Requests (CSR). Primary duties are to log and triage issues that are of a technical nature and either resolve the issue or rout CSR to the designated functional expert. Duties include, but are not limited to, installing, diagnosing, repairing, maintaining, and upgrading technology-related equipment / software to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end user assistance where required. Incumbent is part of the help desk team and a member of the Office of Information Technology (OIT) staff and will work closely with building administrators and central support staff in addressing system interoperability and support of district standards. Daily operational assignments and duties are assigned by the help desk / Customer Support Supervisor (CSS) utilizing a help desk ticket tracking system.

Essential Duties

• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Conduct research on desktop products in support of PC procurement and development efforts.
• Evaluate and recommend products for purchase.
• Write technical specifications for purchase of PCs, desktop hardware and related products.
• Perform onsite analysis, diagnosis, and resolution of complex technological problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and equipment related to hardware and software in order to deliver required service levels.
• Assess the need for and implement performance upgrades to equipment, including (but not limited to) the installation of CPUs, I / O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
• Collaborate with central support staff to ensure efficient operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, open tickets, and / or e-mails regarding technological problems.
• Answer to and perform moves, and change (MAC) requests as they are submitted by school administrators.
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, connectors between PCs and servers, etc.) are in proper working order.
• Prepare tests and applications for monitoring desktop performance and provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Develop and maintain an inventory of all computers, monitors, printers, and other components.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal through the help desk ticket system.
• If necessary, liaise with third-party support and PC equipment vendors.
• Other duties as assigned.
• Answer calls relating to technical issues and log information into the issue tracking system.
• Provide high quality customer service through courteous, prompt, and accurate communication.
• Helpdesk support.
• Basic knowledge, enterprise phone support.

Job Specifications / Physical Requirements

Excellent technical knowledge of PC and desktop hardware, including monitors, printers, routers and wireless access points; excellent technical knowledge of PC internal components; hands-on hardware troubleshooting experience; working technical knowledge of current protocols, operating systems, and standards, including : Windows 10, iPads, Mac OS, Google Admin Console, TCP / IP, Active Directory, and Remote Access. Ability to operate tools, components, and peripheral accessories. Able to read and understand technical manuals, procedural documentation, and OEM guides. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components. Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Minimum Education and Experience

Minimum of three years desktop support experience and / or associate degree or higher in technology related field.

Preferred Certification (but not Required)

CompTIA A+, ITIL Foundation, CompTIA Network+, Microsoft 365 Certified : Modern Desktop Administrator Associate certification or higher.

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