District IT Technician II (INTERNAL APPLICANTS ONLY)

Allen Independent School District (TX)•Allen, TX

46d•$223 - $269

About The Position

Under general supervision, this position will provide tier 1 and 2 support for issues regarding hardware repair, desktop software and application support, desktop imaging, mobile device support, system virus removal, printing, and network connectivity issues throughout the district. Monitor service desk incident requests and provide immediate assistance in the form of technical expertise for prompt resolution if issues or guidance on best practices as they relate to industry standards and/or department processes and procedures.

Requirements

High School diploma or GED required; Bachelor's degree preferred.
A+ and MCSA certifications required or must be obtained within first 6 months
Ability to install, maintain and repair computers and peripherals, including printers, projectors and scanners.
Ability to diagnose and resolve computer hardware, software, and network problems.
3 years of experience with computer workstation configuration/setup.
3 years of experience with computer hardware and software applications.

Responsibilities

Troubleshoots and resolves complex computer systems hardware, software, and connectivity problems. Provides tier 1 and 2 support for technology operations and provide technical expertise and guidance to level 1 support personnel.
Monitor the service desk queue, update issue statuses, document issue resolutions, and close service requests in accordance with service level agreements and follow-up with users to ensure problems were fixed properly.
Analyze and resolve technology issues using logic and creativity, following established procedures, and exhibiting a commitment to seeing the problem through to resolution.
Respond to questions and resolve problems for users in person, via telephone, and/or remote access; Assess end-user needs and provide training as needed.
Work cooperatively with end-users to detect and resolve hardware problems. Communicate with District IT personnel and software/hardware vendors to resolve end-user problems.
Install and upgrade computers and peripherals throughout the district.
Install network cabling and network peripherals throughout the district.
Relocate computer hardware, peripherals, and equipment as needed.
Install and configure software as needed.
Assist with the installation, maintenance, troubleshooting, and repair of data communications circuits and equipment.
Diagnose and repair equipment, including printers, terminals, and personal computers.
Service equipment according to established preventive maintenance schedule.
Maintain accurate updated records of preventive maintenance.
Maintain accurate records of time and materials required to perform repairs and service.
Be an active member of the technical services team by sharing knowledge with other technicians, updating the end user and technician knowledge-base, and actively participating in team meetings.
Assist with maintaining technology inventory as required. Maintain and replenish a stock of common tools, parts, and components needed to do your job. Maintain accurate records of these with the Technology Warehouse.
Assist in moving, loading and unloading inventory at various locations manually as required. Assume responsibility of delivery of all items to proper school or department.
Be customer service oriented and maintain a professional approach regarding all district matters.
Be adaptable and flexible in acceptance of changes in techniques and procedures.
Perform R&D and remain knowledgeable of emerging trends in technology and keep abreast of innovative practices.
Attain and keep current, relevant technology certifications.
Perform special projects, after-hours support and upgrades, and other duties as assigned.
Provide professional communication with students, parents, community members, staff and other professionals at all times.
Use proper phone etiquette at all times, speaking slowly and clearly. Take reliable messages, and route to appropriate staff.
Ensure superior customer care skills are used via eye contact, facial expressions, voice inflections, body language, and an attitude of "going the extra mile" for others.
Ensure all requests for information are dealt with in an appropriate timeframe.
Create and maintain a welcoming, service-oriented environment toward all internal and external customers.