Technology Support Specialist III

Newport News Public Schools•Newport News, VA

About The Position

Under the direction of the Supervisor of Technology Support Services, performs complex work. Work involves implementing, maintaining, and servicing computer hardware (desktops, laptops, and mobile computing devices), network connectivity, applications, and associated peripherals. Position carries out installation, testing, and technical tasks in support of computer hardware (desktops, laptops, and mobile computing devices), applications and associated peripherals. Work requires highly professional customer service to staff and students; assisting staff with resolving issues in functional and enterprise applications. Position can train and provide technical guidance to lower graded positions. The work can be assigned to a site or dispatched from the help desk.

Requirements

Must possess an Associate’s degree (or completion of equivalent amount of college coursework) in computer science or related field and significant experience in computer system support and maintenance or a combination of education and experience to include industry certifications that provide the knowledge, skills, and abilities to perform the essential duties.
Must possess considerable knowledge of the operation and repair and the principles and practices used in the configuration, installation, testing, and maintenance of computer systems, operating systems, collaborative applications, printers, interactive white boards, display projectors, and printers (experience with Dell equipment, Microsoft OS and Applications, HP printers, and SMART technologies is highly desirable).
Must possess considerable of client computer characteristics on a local area networks in an active directory environment (experience with TCP/IP, OSI model, Microsoft Active Directory, Group Policy, DHCP and DNS is preferred).
Must possess excellent troubleshooting skills and the ability to diagnose/resolve system and application problems.
Must possess excellent skills in the use of the instruments and tools of the trade.
Must possess the ability to interpret and apply complex technical manuals and reference materials.
Must possess the ability to assist with developing computer operating procedures and knowledge based type documentation and assist with performing computer management activities.
Must possess the ability to prioritize tasks in order of importance; work independently and as a team member; and establish and maintain effective working relationships with co-workers and end-users.
Must possess a valid driver’s license with a good driving record.

Responsibilities

Ensures system operation and performs installation, maintenance and repair of computer hardware, network connectivity, applications, peripherals and other computer related components/equipment.
Performs in-depth diagnostics and preventative maintenance to ensure supported systems are operational.
Troubleshoots system level problems and performs repairs to include replacement of components and complete systems.
Responds to emergency work requests; troubleshoots supported system failures and errors; diagnoses, isolates, and resolves complex system problems ensuring timely results and minimal disruption of operations.
Highly skilled in the use of tools and equipment employed in testing and repairing of equipment.
Responds to questions and needs of end-users concerning supported systems.
Performs most difficult work on supported systems.
Able to accurately read and interpret electronic schematic diagrams.
Interacts with members of the Systems Administration, Network Services, Communication Services and Audio-Visual team members to troubleshoot and resolve system level problems.
Updates supported system documentation to record installations, upgrades, inventory, configurations, etc.
Utilizes appropriate safety equipment in the performance of duties.
Tracks all work performed in the help desk work order system.
Travels to and from schools’/work sites in the performance of duties.
May assist in training others.
Conforms to all departmental procedures and policies.
Models nondiscriminatory practices in all activities.