IT Technician

ESSENTIAL JOB FUNCTIONS: These statements are intended to describe the responsibilities assigned to the position and are not intended to represent an exhaustive list of all responsibilities, duties and skills required.

• Installation and support of district hardware and software at administrative and school sites.

• Analyze, diagnose, and resolve software, hardware, and network connectivity issues.

• Complete basic and advanced or non-routine repair onsite or in workshop; Ensure more complex repairs are accomplished by vendors or outside contractors.

• Identify, evaluate, research, and resolve and/or refer technical computing hardware and software issues, network, and other telecommunications system issues, documenting, tracking, and monitoring problems to ensure prioritization resolution.

• Troubleshooting and repairing office equipment (copiers, multi-function devices). Installation and support of district hardware and software at administrative and school sites. Analyze, diagnose, and resolve software, and hardware issues pertaining to Audio Video (AV) / security camera devices and systems.

• Complete basic and advanced or non-routine repair onsite or in workshop; Ensure more complex repairs are accomplished by vendors or outside contractors.

• Identify, evaluate, research, and resolve and/or refer technical AV/security camera hardware and software issues, documenting, tracking, and monitoring problems to ensure prioritization resolution.

• Ensure performance standards are up to required service level agreement (SLA) levels as defined by Technology Services

• Ensure performance standards are up to required service level agreement (SLA) levels as defined by Technology Services.

• Maintain technology inventory at designated locations.

• Interface with vendors on third-party support or maintenance agreements.

• Troubleshoot advanced hardware and software problems if the Service Desk is unable to resolve them.

• Assist in making recommendations for district hardware and software support level.

• May assist the Service Desk with Technology duties or projects; may assist the Technology Department in general with special projects.

• Work on projects as necessary.

• Respond and resolve Service Desk tickets in a timely, professional manner.

• Punctual, reliable attendance is essential.

• Increase job knowledge through training opportunities and self-study.

• Performs all other duties as requested and other duties assigned by the Executive Director of Infrastructure Services. ESSENTIAL BEHAVIOR: Ability to use sound judgment in any situation. Ability to deal successfully and rapidly with changes in assignments and properly respond to applicable correspondence/communication received. Ability to project a professional company image through in-person, phone, and electronic interaction. Ability to build and foster harmonious rapport and work cooperatively with District staff and the public while achieving the objectives and goals of the position. Ability to handle problematic and/or difficult situations professionally by communicating with the appropriate person. ATTENDANCE STATEMENT: Able to be in attendance for assigned responsibilities with 95% attendance. ENVIRONMENTAL CONDITIONS: Primarily inside working conditions with minimal exposure to extreme environmental conditions. Noise level is generally quiet. PHYSICAL STANDARDS: Requires prolonged sitting and standing; requires stooping, bending, reaching, and lifting; requires physical exertion to manually move, lift, carry, pull or push heavy objects or materials; must be able to tolerate a stressful and hectic environment and be able to handle multiple tasks with frequent interruptions.

Education: High school diploma or successfully completed the GED (General Education Development) test; some formal college computer training required; associate degree in computer field preferred. A+ certification is preferred and technology certificates are a plus. Experience: Minimum 3 years in a technology-related position such as IT (Information Technology) Technician, Help/Service Desk Technician, customer support, or computer operations; Working knowledge of Macintosh, Windows, and networking required. Skills: Demonstrated knowledge of Windows and Apple operating systems and computer hardware, along with experience supporting a wide range of software and cloud-based services, including Microsoft Office Suite, Microsoft 365, OneDrive, Google Workspace/Google Drive, and related productivity tools. Experience administering and supporting Windows Active Directory, including user and group account management, password resets, Group Policy, organizational units (OUs), and basic permissions management. Strong understanding of computer hardware repair, hardware deployment, software installation, cloud computing, and fundamental networking concepts, including TCP/IP, DNS, DHCP, wireless connectivity, and printer support. Ability to diagnose and resolve complex technical issues efficiently through both remote and on-site troubleshooting while maintaining a high level of customer satisfaction. Excellent analytical, problem-solving, communication, customer service, and interpersonal skills. Ability to exercise sound judgment, maintain confidentiality, and use discretion when handling sensitive staff and site-related matters. Capable of working accurately and effectively in a fast-paced environment with frequent interruptions, multiple priorities, and strict deadlines. Ability to present a professional image through in-person, telephone, and electronic communication while building positive working relationships with District staff, students, vendors, and the public. Demonstrated ability to work collaboratively as part of a team while supporting the district technology goals and delivering exceptional customer service.