Technical Support Specialist

Under the general supervision of the Technical Support Administrator, the Technical Support Specialist is responsible for a variety of technical and customer support services, including, but not limited to responding to work orders, diagnosing and repairing hardware and software issues, and assisting end users with technical issues., Technical Support

1. Create and deploy images and/or configurations for computers and mobile devices.

2. Install, upgrade and deploy equipment throughout the district as needed.

3. Install and configure software as needed - manually, via remote deployment, and through virtual delivery.

4. Assist technicians with complex issues.

5. Diagnose and repair equipment, including printers, mobile devices, and computers.

6. Assist end users with technical questions, requests, and issues as assigned.

Records and Reports

1. Maintain accurate records of time and materials required to perform repairs and service.

2. Maintain accurate records and compile documentation related to assigned programs.

3. Communicate with end users regarding work status.

Safety and Data Security

1. Operate tools and equipment according to prescribed safety procedures.

2. Follow established safety procedures and techniques to perform job duties, including lifting, climbing and carrying.

3. Correct unsafe conditions in the work area and immediately report to a supervisor any conditions that are not correctable.

4. Maintain data integrity and availability for services related to assigned program(s).

Other

1. Serve as lead specialist for one or more district programs, including, but not limited to:

• Device maintenance and repair program

• Mobile device management

• Patch management and software delivery

• VDI and cloud application delivery

• Anti-malware system and security software

• A/V Systems

• Printing and copying services

2. Maintain confidentiality.

• High school diploma or GED

• Clear and valid Texas Driver's License

• Related degree and/or multiple relevant technical certifications, such as CompTIA A+/Net+/Sec+, Google IT Support, Apple ASCP/ACMT/ACIT preferred

Special Knowledge/Skills:

• Broad knowledge of computer hardware and software applications

• Knowledge of various operating systems (UNIX, DOS, Windows, Macintosh)

• Knowledge of software used to develop spreadsheets, databases, and do word processing

• Ability to detect and resolve technical or technology-related problems

• Excellent organizational, communication, and interpersonal skills

Experience:

• Two years of work experience supporting end users and installing, maintaining, and repairing computers, mobile devices, application software, networks, and peripherals

• Technical experience in an educational environment preferred, Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals

Posture: Prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting

Motion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching

Lifting: Moderate lifting and carrying (up to 44 pounds)

Environment: Occasional prolonged and irregular hours; occasional districtwide travel; May be required to be on-call 24 hours a day.

Mental Demands: Work with frequent interruptions; maintain emotional control under stress