Technology Support Tech III - Grades K-5

Gwinnett County Public Schools•Rock Springs, GA

12d•Onsite

About The Position

This position provides on-site technology support to K-5 schools, focusing on break/fix issues for computers, peripherals, and AV equipment. The role involves supporting administrative and instructional programs, responding to incident reports, managing the incident tracking system, and collaborating with school personnel and district technology teams. Responsibilities include setup, configuration, repair, and support of hardware, software, basic networking, and AV equipment. The role also involves maintaining technology inventory, assisting with user training, escalating complex issues, and adhering to district technical standards and policies. Additionally, the position contributes to technology planning, evaluation of new initiatives, and staff development, ensuring readiness for online testing and performing other assigned duties.

Requirements

Valid Georgia driver's license
Industry standard certifications related to desktop/laptop (OS, HW, SW) and user administration within a Microsoft Active Directory environment
5 years of experience troubleshooting, supporting, and administering within a LAN/WAN environment including Microsoft Windows environment, PC/laptop/server hardware, and other related technology and AV peripherals
In lieu of five years of experience, one year of experience with bachelor's degree in related field or two years of experience with CompTIA A+ certification and CompTIA Network+ Certification
Strong ability to communicate and interact with internal staff and technology end users in a K-12 environment
Ability to instruct others in the proper use of technology
Strong time management skills
Excellent decision making skills
Ability to diagnose and resolve problems related to various technologies instructional and administrative
Personal characteristics and professional competencies to work independently
Ability to reason logically using human factor analysis
Ability to work closely with local school and school district personnel to provide excellent customer service and support
Ability to properly document with detail technology related occurrences via standard trouble ticketing tool or reporting application
Ability to act as a representative of Gwinnett County Public Schools

Nice To Haves

H.S. Diploma or General Education Degree or equivalent
Bachelor's Degree in related field
Experience with anti-virus, fast ethernet, wireless connectivity, data backup and restoration, AV support, and network printing technologies

Responsibilities

Provide on-site support to single or multiple schools daily, maintaining and supporting break/fix technology issues for computers, peripherals, and AV equipment.
Assist with the implementation of technology at local schools and support administrative and instructional programs through technical support and troubleshooting.
Offer technical support to local school-based technology users.
Provide level 1 on-site setup, configuration, repair, and support for hardware, software, basic networking services, peripheral devices, AV, presentation and broadcast equipment, and other local school technology initiatives.
Respond to incident reports in a timely and professional manner.
Utilize and maintain proficiency with the current incident tracking system to manage and prioritize technology services.
Isolate LAN/WAN connectivity issues and escalate as necessary.
Perform and maintain technology inventory driven by the district or state for local school technology equipment.
Maintain familiarity with various hardware and software applications available to users.
Assist in providing on-site technical assistance and individual training/knowledge transfer to users.
Initiate problem escalation after effectively performing level 1 technology repair and collaborate with division personnel (level 2 and/or authorized vendors).
Maintain district technical standards.
Drive the delivery of high quality, well-received, effective, and efficient service and support.
Collaborate with local school administration and the technology team on the planning, purchase, and deployment of local school technology initiatives.
Assist the local technology team in the evaluation of technology initiatives related to classroom instruction and student learning.
Serve on school technology committees to help develop long-range technology plans.
Serve as an extended team member to the Technology and Innovation (T&I) Division in local schools.
Document, submit, and appropriately update all problems and requests via the district incident management tool and escalate when necessary.
Participate in system-wide technology initiatives, projects, and district-approved pilots and provide necessary technical feedback.
Serve on system-wide technology committees to help develop long-range technology plans and/or procedural standards.
Participate in informational sessions and training pertaining to innovations in technology.
Adhere to all policies, procedures, and guidelines.
Maintain and update the Legacy Document for Enterprise Support Services Department for consistency of practice.
Assist in the planning and delivery of staff development and training in the use of technology.
Collaborate and assist the local school technology team in planning and delivering staff development and training in the use of technology.
Assist in facilitating workshops, seminars, and training sessions with school staff to increase knowledge of hardware, software, networking, telecommunications, and peripheral devices.
Assist the local technology team in selecting technology training courses.
Assist in communication with school personnel to facilitate implementation of instructional technology initiatives and related school instructional goals.
Ensure all devices used for online testing are ready anytime online testing is being administered.
Collaborate with the local school's Testing Coordinator to be aware of future online testing dates, times, and resources needed.
Build a strategy and workflow so that all testing equipment is ready for use on the day testing is being administered.
Move computers as needed to build temporary testing labs.
Ensure all testing devices are in good working order before testing starts, including computers, laptops, Chromebooks, printers, and document scanners.
Follow published SOPs and supplemental instructions for setting up computers for testing.
When testing is complete, return computers to their normal working mode and previous location in a timely manner.
Perform other duties as assigned.