Information Systems Technician

Personnel Commission•Madera, CA

8d•Onsite

About The Position

Under general supervision of the Information Technology Supervisor, the job of Information Systems Technician is to provide professional technical support to department and school site users as well as parents and students to support the educational process. Duties include helpdesk call and ticketing systems, front counter support, diagnostic support on computer and network hardware, equipment configuration and install, as well as troubleshooting common connectivity, hardware, and software issues. The incumbents in this classification provide the school community with user support for technology hardware and software, which directly supports student learning and achievement.

Requirements

High school diploma or equivalent.
A combination of education, trainings/certifications and experience equivalent to one (1) year of full-time experience in computer hardware/software user support environment and/or IT helpdesk work; OR; An equivalent combination of education, work experience, and certifications that demonstrates relevant possession of the requisite knowledge, skills, and abilities of the position may be substituted.
Valid, current California Driver’s License to drive personal vehicle to various sites in the District to provide technology user support services.
Pass the District’s applicable proficiency exam for the job class with a satisfactory score.
After offer of employment, obtain: Criminal Justice and FBI Fingerprint Clearance
Negative TB test result plus periodic post-employment retest as required (currently every four years)
Pre-employment physical exam A through District’s provider
English language, grammar, spelling, and punctuation
Oral and written communication skills
Interpersonal skills using tact, patience, and courtesy
Document preparation following prescribed formats
Successful techniques for presenting information to others
Practical problem-solving techniques
Standard operating procedures for personal computers and related peripheral equipment
Basic technical knowledge of computer hardware/software and the electronic components attached or found within including the corresponding terminology
Reason at the level of algebra and/or geometry
Perform multiple, technical tasks with a need to periodically upgrade skills in order to meet changing job conditions
Adhere to safety practices
Learn and support District organization, operations, policies, objectives, and goals
Operate computer equipment and related peripherals
Follow and adhere to plans and timelines of various projects planned by the department
Install and maintain electronic equipment
Schedule activities and/or meetings
Gather and/or collate data; and consider a number of factors when using equipment
Flexibility is required to work with others in a wide variety of circumstances
Work with data utilizing defined and similar processes
Operate equipment using a variety of standardized methods
Work with a diversity of individuals and/or groups; work with similar types of data
Utilize a variety of types of job-related equipment
Problem-solve with data requiring independent interpretation
Read, understand, and apply information from technical manuals or documentation
Document clearly and concisely in writing, the steps used to troubleshoot and solve hardware or software-related issues
Follow both oral and written directions effectively
Communicates with users and outside contacts in a professional manner using patience, courtesy, and empathy to provide customer satisfaction
Communicate technical information to non-technical users
Solve problems with data requiring independent interpretation of guidelines and problem solving with the specific ability to perform the functions of the job
Solve problems with equipment from a moderate to significant level
Set priorities, meeting deadlines and schedules and working with frequent interruptions.
Apply integrity and trust in all situations
Work with, and learn from, team and project mentors
Display strong customer service orientation when providing assistance to users
Present a positive image of Madera Unified School District

Responsibilities

Assists in the documentation and recording of procedures, programs, and tasks.
Comments and provides information on assigned tickets to adequately inform users of status or escalates the issue to the next level.
Delivers, sets up, connects, configures, and maintains computers, printers, and peripherals (e.g., interactive boards, projectors, printers) at various District locations.
Installs, upgrades, and performs maintenance on computers, tablets, peripherals, and other District technology systems.
Maintains an accurate inventory of electronic devices throughout the District.
Maintains and deploys sets of computers or tablets for classroom use individually, in-charging carts/cabinets, or in a static lab configuration.
Manages assigned tickets, projects, and support requests in an efficient and timely manner to meet department target objectives on response and resolution times.
Participates in meetings (e.g., school site, departmental) for the purpose of providing and/or gathering information.
Prepares a variety of materials (e.g., training documents, video tutorials, procedures for new and existing software) for communicating information to other parties.
Prepares basic documentation for various technical support issues or instructional use; develops and maintains documentation supporting assigned and related areas of responsibility.
Responds to a variety of inquiries (e.g., students, teachers, District personnel, Help Desk inquiries) for providing information and technical assistance.
Tests application software for ensuring that product matches defined requirements and expected functionality.
Troubleshoots malfunctions of hardware and software for the purpose of identifying and resolving operational issues and restoring services.
Works and collaborates across teams to develop, promote, and support technology solutions for users.
Works with all customer service support systems, including call and ticketing systems, to provide professional technical support and customer service for users with account, connectivity, hardware, software, or other technically related user issues.
Performs other related duties as assigned for ensuring the efficient and effective functioning of the work unit and the District, including various mandatory District trainings.