Technology Support Specialist

Portsmouth Public Schools•Portsmouth, VA

1d•Onsite

About The Position

The Technology Support Specialist (TSS) plays a crucial role in providing support and maintenance for the organization's technology infrastructure. This includes managing and maintaining desktop/laptop computers, Audio/Video projection systems, Interactive Flat Panels (IFP), printers, peripherals, and hand-held devices. The TSS is responsible for installing, diagnosing, repairing, maintaining, and upgrading all equipment and software to ensure optimal performance. They will also troubleshoot incidents and problems through various channels (in-person, help desk, telephone, email) in a timely and accurate manner, and provide end-user assistance with technology. As part of the Office of Information Technology (OIT) service and support team, the TSS will collaborate with building administrators and central support staff to address system interoperability and support district standards. Daily assignments are managed by the Customer Support Supervisor and Technology Support Leaders (TSL) using a help desk ticket tracking system.

Requirements

Excellent technical knowledge of PC and desktop hardware, including monitors, printers, and peripherals.
Excellent technical knowledge of PC internal components.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current protocols, operating systems, and standards, including Windows 7/8/10, TCP/IP, Active Directory, and Remote Access.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into PC issues, software and products as required.
Strong understanding of the customer-focused service model.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present ideas in user-friendly language.
Understanding of the organization’s goals and objectives.
Analytical and problem-solving abilities, with keen attention to detail.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Strong customer-service orientation.
Minimum of three years desktop support experience and MTA (Microsoft Technology Associate) certification or higher; or a Minimum of three years desktop support experience and an associate degree or higher in technology related field.

Responsibilities

Assist in developing long-term strategies and capacity planning for meeting the needs of our technically diverse user community.
Conduct research on products in support of OIT procurement and development efforts.
Evaluate and recommend products for purchase.
Write technical specifications for the purchase of User-facing technologies.
Perform analysis, diagnosis, and resolution of complex technological problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user technology and related hardware and software in order to deliver required services.
Assess the need for and implement performance upgrades to hardware and software.
Collaborate with central support staff to ensure efficient operation of the organization’s computing environment.
Receive and respond to open tickets regarding the use and performance of technology equipment and services to include, but not limited to: desktops, laptops, tablets, printers, projectors, data communications equipment, classroom interactive technologies, software, etc.
Work on the division’s helpdesk by assigning tickets to team members, conducting surveys, resolving incidents and working on assigned projects.
Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer operations.
Develop and maintain an inventory of all computers, monitors, printers, and other components and equipment.
Accurately document instances of equipment or component failure, repair, installation, and removal through the help desk ticket system.
Liaise with third-party support and PC equipment vendors if necessary.
Perform other duties as assigned.