Technology Support Technician - Field Support

Tacoma Public Schools•Foss High 2112 S. Tyler St., WA

1d•Onsite

About The Position

This position is responsible for supporting and maintaining Tacoma Public School District PC and Macintosh workstation hardware, operating systems and software applications. The position will also support any associated equipment such as printers, monitors, personal data assistant (PDA) devices. This person will assist with troubleshooting and replacing wireless and wired network devices. This position will be responsible for first level dispatch and second level problem escalations. The incumbent is capable of performing intermediate to advanced problem identification and resolution. It is distinguished from the role of a Technician I by performing more advanced duties and possessing a more advanced technical skill set and experience. This role also acts in a project lead capacity, where Technician I acts as a project resource. This position is also responsible for the creation of PC and Macintosh workstation images where the Technician I will assist with this responsibility.

Requirements

High School graduation or equivalent; vocational training in information technology or related field; Associates degree in information technology or related field, preferred; three yearsí experience with PC/Apple technology and peripherals in a LAN/WAN environment; or any combination of experience and training which provides the applicant with the knowledge skills and ability required to perform the work.
Valid Washington driverís license with access to personal transportation.
Fingerprints and successful WSP and FBI background clearance/sexual misconduct clearance.
Proof of training and/or certification, if applicable.
Knowledge of PC, Apple and mobile operating systems.
Knowledge of Microsoft Office, Office 365, and other applicable software applications.
Knowledge of System Center Configuration manager (SCCM).
Knowledge of cloud-based computing solutions.
Knowledge of virus and malware software and District protocol.
Knowledge of troubleshooting techniques for computer hardware, software, and peripheral equipment.
Knowledge of technical support principles, processes, and standards.
Knowledge of networked computer systems environments and peripheral device capabilities.
Knowledge of instructional technology equipment set up procedures and maintenance standards.
Knowledge of principles and protocols for the management of District electronic information
Knowledge of technology services access policies and data security protocols.
Skill in critical thinking.
Skill in diagnosing and resolving technical problems in a network environment.
Skill in responding professionally, effectively, and efficiently to customer service requests.
Skill in assessing customer support needs and in implementing effective solutions.
Skill in using basic tools and protocols for repairing computers, equipment, and peripheral equipment devices.
Skill in installing, repairing, and maintaining computer software, hardware, and peripherals in a multiple operating system environment.
Skill in operating a personal computer utilizing specialized software, and entering information into a computer system with speed and accuracy.
Skill in communicating effectively, verbally and in writing.
Skill in listening, obtaining, clarifying and exchanging information.
Ability to maintain strict confidentiality.
Ability to perform basic testing and problem resolution analysis on diverse types of computers, peripheral equipment and networks.
Ability to input work records into the ticket system in a timely and accurate manor.
Ability to read and understand technical manuals and drawings.
Ability to organize, prioritize, and meet deadlines.
Ability to work autonomously.
Ability to obtain, clarify, and exchange information.
Ability to demonstrate reasonable, reliable, and regular attendance.
Ability to work independently in a responsible manner under limited supervision.
Ability to present technical information to both technical and non-technical customers.
Ability to perform basic testing and problem resolution analysis.
Ability to establish and maintain effective working relationships with a variety of people in a multi-cultural, diverse socio-economic setting.
Ability to participate as a team member.

Nice To Haves

Associates degree in information technology or related field
Certification in CompTIA A+ (or equivalent)
Certification in CompTIA Network+ and Security+

Responsibilities

Provides primary support of hardware and software solutions throughout the District; participates in technology deployment; sets up new equipment including hardware and software; performs maintenance, repair, and replacement, if applicable, inclusive of all PC/Apple hardware and peripherals, mobile devices, printers, networking technology and telephony, audio-visual (AV) equipment, and all other program technology such as document cameras and interactive digital displays.
Identifies, evaluates, and prioritizes assigned services requests received from colleagues and users; resolves, as appropriate, routine desktop support issues and problems; works directly with users to answer any technical questions and solve problems the user is experiencing while simultaneously training users on current best practices, to increase satisfaction and efficacy, as well as reduce the volume of future service calls; coordinates problem resolution with other departments, if necessary, and tracks and documents problem and resolution using ticket tracking system.
Responsible for project design and execution on applicable program technology deployments and refreshes, along with third-party vendor collaboration, documentation, inventory management, physical equipment delivery and configuration, testing, post-deployment support and user training; may serve as point person in this capacity for the project; collaborates with other technicians, departments, or third-party vendors to execute all around completion of project.
Oversees all aspects of the refresh process to include delivery, set up of new equipment, and the removal of replaced equipment.
Monitors and supports wired and wireless networking infrastructure and equipment as it relates to service requests received from colleagues and, at the request of the Networking team; collaborates with specialist teams and vendors, as necessary, to complete service requests.
Tests and evaluates new hardware intended for District staff and other users; provides feedback and suggestions based on standalone and integration testing within a multi-generational technical environment; tests and evaluates new software applications, including specialized software for instruction and administrative use.
Collaborates with assigned school/building staff and system center configuration manager (SCCM) specialists to evaluate and modify software contained within the Microsoft-based image standard; tests all device images and applications before deployment to sites; responsible for the development, modification, and support of the Apple-based image standard on laptops, tablets, and mobile devices; follows IT and District-defined processes and procedures.
May train users on current software and hardware as well as general technology and District-defined best practices resulting from completed service requests (or prior to a new hardware or software deployment) in order to both increase customer comfort and competency and reduce overall future trouble ticket volume.
Maintain fixed asset standards as it relates to all deployed technology, inclusive of, but not limited to, all transfers/changes/replacements and their attendant documentation, inventory tracking for IT systems and peripherals, technology stock maintenance and purchasing, processing administrative paperwork, state technology surplus and disposal procedures, and oversight of technology inventory control for all assigned sites.
Creates and maintains documentation libraries referencing best practices, common fixes, knowledge base items, project data, and historical knowledge; maintains documentation of service requests outlining open to close of trouble tickets in ticket tracking system; advises fellow IT staff members on these best practices and fixes to better standardize service request resolution.
Writes technical and functional specifications for documents and reports; maintains appropriate documentation for technology support; provides reports, as requested, to District stakeholders on progress of tasks assigned; ensures critical items are escalated, as appropriate.
Provides estimates of time for completion of assigned tasks to appropriate District staff and/or administrator and stakeholders; records actual time used.
Maintains and updates knowledge and skills required for success in the position by participating in professional development activities, as needed or assigned.
Assists appropriate IT staff during peak workloads and absences; provides backup assistance for other technical support staff for special projects when assigned.
Performs related duties as assigned, on a temporary basis.
Regular, reliable, predictable attendance or physical presence is an essential job requirement and critical to the performance of the work.