Network Support Specialist - Tier 1

SUMMARY: The Network Support Specialist - Tier 1 performs first-line person-to-person support. Basic technical repairs, hardware upgrades, software installation, maintenance, setups, and installs on school district computers and peripherals. The work is performed on all district technology, including, but not limited to, computers, printers, scanners, SMART Boards, and other technology equipment used in the educational environment. This position may have to occasionally transport themselves between school buildings during the workday and periodic meetings out-of-district.

ESSENTIAL DUTIES AND RESPONSBILITIES: The essential functions or duties listed below are illustrations of the type of work that is performed and is not an exhaustive list of the duties performed by this position. Other duties may be assigned.

• Provides initial support and or triage to help desk tickets, requests, and phone calls to help desk
• Assigns and coordinates escalation of work to subject matter expert
• Assists faculty and staff in the use of technology, including hardware, e-mail, software, and other applications
• Repairs and performs maintenance on computer equipment and related peripherals.
• Maintains loaner equipment and inventory
• Coordinates tracking and repair of equipment under warranty
• Maintains service desk system, creating reports, operational configuration, and dashboards
• Troubleshoot desktop computers, printers, phones, smartphones, software deployment, security updates and patches.
• Addresses technological issues reported by teachers or other staff in a timely manner.
• Assists in recommending and coordinating hardware and configuration as well as modifications to assure adherence to manufacturer's guidelines and conformity with the physical layout of equipment.
• Observes and reports equipment performance deficiencies, coordinates equipment repairs and suggests alternate hardware devices.
• Assists with imaging and coordinating physical deployment of equipment, and relocation, if necessary.
• Performs maintenance and cleaning of equipment.
• Unpacks, connects, installs and tests new computers, other hardware, peripherals, operating systems and software.
• Performs year-round preventative maintenance and assists with routine servicing of equipment before contacting service representatives.
• Prepares computers with appropriate software and network capabilities during the summer months for the start of each school year and throughout the school year.
• Evaluates proper working conditions for computer equipment and reports malfunctions to the Network Manager.
• Manages IT inventory and stock equipment.
• Works with the Network Manager in assisting with end user services and communications
• Works with the Network Manager to oversee the acquisition, distribution, setup, and general maintenance of all technology equipment and software.
• Works with the Network Manager to develop and implement a scheduled maintenance plan that includes the lifecycle and renewal of all maintenance contracts, leases, and software and service contracts
• Assists in budget development and expenditure proposals.
• Performs all other duties as assigned by the Network Manager

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. The Superintendent may waive or modify the qualification requirements., * Excellent interpersonal and communication skills

• Knowledge of Windows, Mac, Android, iOS, and other operating systems used within the district.

• Knowledge of basic computer hardware and peripherals

• Basic knowledge of educational and business software applications in order to support school/town staff and students:

• Microsoft Office Suite

• Common open-source software applications

• Common Internet browsers

• E-mail software (Outlook/OWA)

• Common multimedia software applications and tools

Knowledge of basic networking concepts, devices, and security

Possess the ability to plan, layout, and complete complex assignments with minimal oversight

Must be able to work safely and efficiently in public areas

Must possess basic mathematical skills

Possess strong work ethic and dedication to assigned tasks

Ability to work independently with little supervision to carry out assigned tasks and solve problems

Ability to multi-task with strong time management skills

Ability to instruct/train others in use of hardware/equipment/software

Customer service orientated

Willingness to work beyond the usual workday on occasion and/or be able to shift hours to complete projects

Ability to communicate clearly and concisely both in oral and written form

High degree of accuracy and attention to detail

Ability to perform duties with awareness of all district requirements and Board of Education policies

Ability to establish and maintain effective working relationships with school staff, peers, parents, and community, Associate's degree or higher in computer sciences, information systems, or technical training; equivalent work experience; or other professional technical qualifications as described below. One year experience troubleshooting hardware and software in a multi-user, multi-OS environment. Practical experience in lieu of formal education will be considered.

LICENSES/CERTIFICATIONS:

One technical certification such as A+, 1+, N+ preferred

PHYSICAL DEMANDS:

The employee must also often remain in a stationary position for considerable periods of time. The employee may be required to traverse throughout the school building occasionally. The employee is occasionally required to reach with hands and arms and sit, stoop, kneel, crouch, or crawl. The employee must frequently use hands to finger, handle, or feel; and use hand strength to grasp tools and operate diagnostic equipment. The employee will occasionally bend or twist at the neck and trunk while performing the duties of this job. The employee must occasionally lift and/or move twenty-five (25) pounds without assistance. The employee must be able to input information into a computer and as well as read material from a computer monitor as well as printed matter with or without visual aids. The employee must be able to communicate effectively with other staff members in person and on the telephone. Specific vision abilities required by this job include close vision, distance vision, and depth perception.