Position Description:

The position will serve as the primary contact for level one tech support and will provide a consistently high level of customer service and support for technology hardware and software, troubleshooting by exhibiting a respectful, knowledgeable, helpful and caring demeanor.

Job Responsibilities and Preferred Qualifications:

• Experience in the use of personal computer hardware and software, integrated student systems, network hardware and operating systems, and their installation and maintenance, repair hardware and troubleshoot software issues
• Level one building support regarding issues related to printing, computer hardware, software, internet connectivity, wireless, network resources and security cameras
• Troubleshoot and maintain technology equipment in classrooms
• Use ticketing system to track and resolve tickets; able to prioritize and schedule support around instruction; generate reports
• Escalate problems to the appropriate experienced resource
• Work with the Technology Integration Coaches to provide support and training as needed
• Make recommendations on new software and hardware
• Update and complete inventory twice a year of all hardware in a technology tracking software
• Manage student and staff accounts in Active Directory and maintain licenses and passwords
• Independently research, analyze, determine facts, draw sound conclusions and make reasonable recommendations
• Proven ability to work effectively and professionally under pressure of time constraints and heavy volume and many interruptions
• Ability to communicate, both orally and in writing, technical information in a non—technical manner to staff and students and work effectively with all users
• Demonstrated ability to meet or exceed expectations for attendance.
• Must be able to lift 60 lbs.
• Other duties as assigned

*High school diploma or GED, plus two years of experience directly related to helpdesk or other technical customer service position *One year of postsecondary training in information systems or an Associate’s or Bachelor’s degree in a related field may be substituted for one year of required experience and A+ Certification.

Benefits eligible per section 3.14.1-3.14.5 of the DCPEA CBA