Technician: Technology Support

Anne Arundel County Public Schools•Annapolis, MD

About The Position

Provides technical support to staff, teachers, and students in the use of approved software and hardware for traditional classrooms and virtual environments. Answers technical questions of all end users. Responds to support requests and performs assigned projects. Projects and requests may involve computer setup and configuration, hardware and software troubleshooting, following inventory procedures, and limited end user demonstrations. This work involves daily, weekly, and monthly technical responsibilities relating to the efficient and optimal operation of technology equipment. Travels between work locations during normal business hours.

Requirements

High School Diploma or Equivalency Certificate required.
One (1) year experience working with Computer/Networks or Software Applications preferred; Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the applicant to successfully perform the duties of the position.
Demonstrated ability to make necessary preparations and relocate technology equipment within the time constraints established by TSS and without assistance (relocate a standard computer lab).
Ability to follow established procedures to manage requests, tasks and projects.
Demonstrated ability to provide a high level of customer service to distraught or stressed individuals.
Demonstrated ability to speak and write effectively.
Ability to maintain a polite, courteous and respectful rapport and communications with students, school visitors and AACPS employees.
Willingness to learn new technology skills.
Ability to maintain attention to detail on assignments and meet inflexible deadlines.
Ability to exercise initiative and good judgment in the timely execution of assigned responsibilities.
Demonstrated ability to work effectively within a team environment.
Ability to follow established procedures to manage requests, tasks and projects.
Demonstrated ability to effectively work and communicate with diverse populations.
Demonstrated proficiency with business technology applications (e.g. Video/Web Conferencing, Microsoft Office Suite – Word, Excel, Outlook, and/or PowerPoint preferred).
Hold or be eligible for Driver's License (DL) Class C Non-Commercial issued by Maryland or State of Legal Residence (MVA/DMV) required; and Daily access to reliable transportation.
Driving is required to conduct bona fide Board business that is within the scope of employment in this position.
Personal Vehicle

Nice To Haves

10 hours of technology classes preferred; or Associate's Degree Information Technology or related field of education from a regionally accredited college or university preferred; or Other: Certificates in the Technology Field including but not limited to: CompTIA A+, CompTIA Security+, CompTIA Network+, CompTIA IT Fundamentals, Microsoft 365: Modern Desktop Administrator Associate, Microsoft IT Support, Microsoft Technology Associate (MTA), Google IT Support Professional Certificate, AppleCare Mac Technician (ACMT), Apple Certified Support, Professional (ACSP), ITIL Foundation preferred; Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the applicant to successfully perform the duties of the position.
Hold or be eligible for Industry Certification relevant to this job preferred.

Responsibilities

Administers AACPS policies regarding use of computers and data access (e.g. installing software, security, etc.) for the purpose of ensuring compliance with district policy and Technology guidelines.
Provides in-person or virtual school staff with available technical resources, assistance, documentation and support via phone, email, in person or using remote tools for the use of approved technology, including hardware, software, and the internet while adhering to the established Technology Support Services (TSS) policies and procedures.
Installs, uninstalls, reimages, connect, configures, upgrades, troubleshoots, tests, and diagnoses wired and wireless desktop and laptop computer systems, system peripherals as well as load, following district established procedures, district approved desktop/laptop software.
Uses the district provided Help Desk ticket system to open, track, document actions, monitor, escalate and resolve all customer service requests in a timely manner. (Requests for service may be presented via telephone, face to face, e-mail, or using the district Help Desk ticket system.)
Provides basic troubleshooting of network issues, regular visual checks of server room conditions; temperature, power, alert lights and beeps, etc., removal of virus, spyware/malware, and malicious code, and makes appropriate notification to Technology staff following established procedures.
Maintains a variety of manual and electronic files and/or records (e.g. permissions levels, network identification, security access, licenses, work logs, etc.) for the purpose of documenting activities, providing reference and audit trails as well as maintains workstation functionality (e.g. install patches and/or upgrades, imaging systems, etc.) for the purpose of ensuring availability of desktop/laptop and server functionality for all users.
Performs established procedures, tasks, and provides support related to the Technology Refresh program, technology-based testing, opening (fall) and closing (summer) of assigned schools.
Performs established procedures and tasks for Technology and Sensitive Items inventory.
Responsible for verifying technology inventory on a yearly basis based on AACPS inventory policies and responsible for audits.
Responsible for the use, care and maintenance of all issued equipment according to district policy and technology guidelines as well as maintains a neat and organized workspace.
Attends meetings as assigned for the purpose of conveying and/or gathering information required to perform functions and job-related duties.
May participate in Technology related projects.
Performs other related duties as assigned within the same classification or lower.