Technical Support Specialist II (TSS II)

Osseo Area Schools-posted about 1 year ago
Full-time • Entry Level
Maple Grove, MN
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The Technical Support Specialist II (TSS II) at Osseo Area Schools is responsible for providing remote and on-site technical support and maintenance for hardware and software across various educational facilities. This role aims to ensure optimal performance of computing devices and peripheral hardware, contributing to a high level of customer satisfaction and effective technology integration in classrooms and offices.

  • Provide remote and on-site technical support and maintenance for hardware and software in classrooms, offices, and other facilities.
  • Install, diagnose, repair, maintain, and upgrade all computing devices and peripheral classroom hardware and equipment.
  • Document daily activity in the appropriate work ticket tracking system.
  • Implement procedures created by TSS III as requested and follow established procedures.
  • Assist in improving procedures as needed.
  • Collaborate with teammates to ensure all District service levels and commitments are met.
  • Deliver first-level troubleshooting of network-related issues.
  • Provide proper instruction to system users on hardware and software applications.
  • Assist in the creation of documentation and training resources and train customers on operation of classroom technology.
  • Collaborate with Technology Integration in assessing needs and provide training on District hardware and software.
  • Create or modify training documentation as needed, using computer software and video.
  • Train Tech ESP's on how to provide first-level troubleshooting.
  • Answer help desk requests via telephone, help desk software, and email.
  • Provide exceptional customer service via oral and written communications.
  • Provide effective remote troubleshooting steps to resolve requests.
  • Assign open work tickets to the appropriate party.
  • Stay current with technology changes and terms.
  • Confirm that all computing devices are properly registering with the current device management system.
  • Ensure that hardware and software inventory and licenses are properly tracked and accurate.
  • Actively participate in teams to find resolutions to problems.
  • Two-year degree OR five years of related experience.
  • Minimum of one year of experience as a technical support person in a desktop environment, including hands-on hardware and software troubleshooting.
  • Post-secondary degree in computer-related field.
  • A+ certification.
  • Microsoft certification.
  • Apple certification.
  • Successful completion of an accredited course of study related to computer science and/or equivalent experience in technical support of software and hardware.
  • Technology help desk experience.
  • Experience in a K-12 setting.
  • Experience with device and software management.
  • Proficiency in a language other than English (Spanish, Somali, Hmong, Vietnamese).
  • Meaningful and impactful work
  • Opportunities to grow professionally
  • A variety of benefits
  • Summer opportunities
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