Technology Specialist II

Wicomico County Public Schools•Salisbury, MD

1d•$44,470 - $60,320

About The Position

The Technology Specialist II provides centralized helpdesk support for the school district , working independently and as part of a team to ensure reliable and efficient technology support across the Central Office location and schools. This role serves as an escalation point for level 1 technicians, assisting with advanced troubleshooting and issue resolution. This position provides technical support to all Central Office employees and assists any staff member who contacts the helpdesk line. Responsibilities include diagnosing and coordinating repairs for laptops, creating accounts and resetting user passwords within Active Directory, managing mobile device management (MDM) platforms, supporting the visitor management system, and assisting with audio/visual (A/V) technology. This role also ensures compliance with inventory control practices for technology assets and oversees the monitoring, prioritization, and management of tickets within the ticketing system to maintain efficiency and quality service. The ideal candidate is proactive, solutions-oriented, and committed to fostering a positive and efficient technology experience for the school community.

Requirements

High school diploma.
Minimum of two years’ experience directly related to information technology.
Associates degree in Information Technology or related field will be accepted in lieu of experience.
Understanding of Help Desk processes, procedures, and tools.
Knowledge of Microsoft operating systems and Microsoft Office products.
Knowledge of iPadOS.
Ability to effectively troubleshoot and resolve hardware and software technical issues.
Understanding of Audio-Video (A/V) systems, HDMI, VGA, interactive technologies with products such as Epson BrightLink Laser Projectors.
Ability to demonstrate exceptional organizational and customer service skills.
Ability to demonstrate excellent oral and written communication skills.
Ability to lift computers and peripheral devices up to 50 pounds.
Must possess and maintain a valid driver’s license and must have own transportation for travel to all school sites in the county.
Good work history including attendance.
Ability to work independently and part of a platoon.
Ability to work under minimum supervision.

Nice To Haves

CompTIA A+ Certification preferred.

Responsibilities

Serve as a central office helpdesk resource by providing technical support to multiple schools, assisting staff with device issues, and coordinating with county technology technicians on system installations and maintenance.
Answer incoming helpdesk phone calls, prioritize and multitask support requests effectively, and maintain a respectful, professional demeanor when assisting staff and technicians.
Provide first-level training for staff.
Act as an escalation point for level 1 technicians.
Install, configure, monitor, and troubleshoot Microsoft Windows based client systems and iPadOS.
Troubleshoot and repair Audio-Video-related products – interactive projectors, document cameras, and related wiring.
Support and troubleshoot printing and faxing services including 3D Printers.
Monitor and adjust asset information for inventory accuracy, respond to requests for reporting and complete school asset audits as part of a county-wide audit.
Assist with e-cycling of retired technology equipment.
Monitor and carry out preventative maintenance on endpoint devices including projectors and A/V equipment.
Perform general administration duties in Active Directory and Microsoft365.
Diagnosis and repair hardware damage to student and staff laptops.
Open, monitor, and resolve support tickets.
Determine resolutions to problems and update tickets upon completion as appropriate.
Relocate computers, network equipment and cabling as needed.
Perform other miscellaneous duties to facilitate the use of technology in accordance with the county technology plan in the organization.
Assist other staff on special projects as directed.