Technology Support Specialist

Job Description

POSITION TITLE : TECHNOLOGY SUPPORT SPECIALIST REPORTS TO : CUSTOMER SUPPORT SUPERVISOR

OVER-TIME STATUS : NONEXEMPT PAY GRADE : 110

JOB SUMMARY :

The Technology Support Specialist (TSS's) role is to provide technical support to the division by documenting, and either resolving or routing Customer Service Requests (CSR). Primary duties are to log and triage issues that are of a technical nature and either resolve the issue or rout CSR to the designated functional expert. Duties include, but are not limited to, installing, diagnosing, repairing, maintaining, and upgrading technology

related equipment / software to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end user assistance where required. Incumbent is part of the help desk team and a member of the Office of Information Technology (OIT) staff and will work closely with building administrators and central support staff in addressing system interoperability and support of district standards. Daily operational assignments and duties are assigned by the help desk / Customer Support Supervisor (CSS) utilizing a help desk ticket tracking system.

ESSENTIAL DUTIES :

• ? Create and deploy feedback mechanisms for end users. Analyze results, make recommendations

for support process improvement, and implement changes.

equipment related to hardware and software in order to deliver required service levels.

statistically monitoring desktop operations.

JOB SPECIFICATIONS / PHYSICAL REQUIREMENTS :

Excellent technical knowledge of PC and desktop hardware, including monitors, printers, routers and wireless access points; excellent technical knowledge of PC internal components; hands-on hardware troubleshooting experience; working technical knowledge of current protocols, operating systems, and standards, including : Windows 10, iPads, Mac OS, Google Admin Console, 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. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components. Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

MINIMUM EDUCATION AND EXPERIENCE :

Minimum of three years desktop support experience and / or associate degree or higher in technology related field.

PREFERRED CERTIFICATION but not Required :

CompTIA A+, ITIL Foundation, CompTIA Network+, Microsoft 365 Certified : Modern Desktop Administrator Associate) certification or higher.