Specialist Technology Support Senior

Seattle Public Schools • John Stanford Center for Educational Excellence, WA

2d • Onsite

About The Position

This position's responsibilities, under the general direction of an IT Manager, are to respond to support tickets in accordance with department policies, provide excellent customer service, troubleshooting of technical problems involving operating systems, hardware, software, peripherals, and other classroom technologies; address user requests for equipment maintenance and enhancement; install, re-install and upgrade operating systems, software applications and computer equipment and network components, including peripherals, and to act as a resource for users regarding technology. Senior level staff are expected to also be a resource to lower level support staff.

Requirements

• Use of current computer operating systems and software applications
• Hardware and peripherals
• Basic understanding of networking concepts and TCP/IP
• Customer service techniques and principles
• Skills in communication and customer service
• User training
• Installing, re-installing and upgrading mainstream operating systems, software applications and computer equipment, including peripherals
• Skills in collaborating and working as part of a team
• Troubleshooting and problem solving skills
• Install, re-install and upgrade mainstream operating systems, software applications and computer equipment, including peripherals
• Five (5) years of applicable experience in an information technology setting
• Bachelor’s degree in computer science or related field; qualifying work experience may substitute for the education requirement on a year-for-year basis; or an equivalent combination of education and experience.
• Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities to perform the work will be considered.
• Valid Washington State driver’s license or evidence of equivalent mobility.

Nice To Haves

• Six (6) years of experience is preferred

Responsibilities

• Responds to support requests; acts as a first level problem identification and resolution resource regarding operating systems, system equipment, software, and other classroom technologies, including answering questions, providing advice, troubleshooting and following-up with customers in solving their network system equipment problems; maintains service records, including an action plan for problem resolution.
• Installs, re-installs and upgrades operating systems, software applications and computer equipment, including peripherals; refers customer problems, as needed; determines appropriate resource for resolution.
• Provides technical support and training to staff, students and other network users; serves as a technical advisor to assigned system users.
• Provides on-site technical support to a variety of sites, requiring the ability to drive to locations in an assigned geographical cluster.
• Serves as a resource to lower-level support staff
• Performs related duties consistent with the scope and intent of this position.
• Maintains state of the art knowledge of hardware and software related to classroom technology.
• Assist with project related tasks as assigned by the Support Lead

What This Job Offers

• Job Type: Full-time
• Career Level: Senior