Hardware Specialist

The Hardware Specialist is to provide a single point of contact for campus support technicians and assigned end users to receive support and maintenance within the organization's end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. This position is considered the Chromebook repair expert and is responsible for repairing district owned Chromebooks. The hardware specialist will also perform in-person Chromebook repair training for the campus support technicians and other technology support staff. This position supports and oversees the Student Dell Tech program's operations, including training, monitoring, and part supply management. The hardware specialist provides tier two support for classroom AV support. This person will also troubleshoot problem areas by remote tools, telephone, chat messages, or in person in a timely and accurate fashion. The Hardware Specialist will provide end-user assistance where required., * Conducts research on end-user devices in support of standardization and procurement efforts; Evaluates and recommends products for purchase.

• Performs analysis, diagnosis, and resolution of complex equipment problems for Campus Support Technicians and assigned campuses.
• Accurately documents instances of equipment failure, repair, installation, and removal in HEAT; Reports moves and changes to senior asset specialist.
• Records and manages equipment sent to repair depots for equipment under warranty or service contract.
• Performs in-person Chromebook repair training for campus technicians
• Installs, configures, tests, maintains, monitors, and troubleshoots District-owned hardware and software.
• Where required, administers and resolves issues with associated end-user workstation networking software products.
• Receives and responds to incoming calls, HEAT tickets, email messages, or chat sessions regarding equipment incidents.
• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Maintains an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• Liaises with third-party support and equipment vendors, as necessary.
• Conducts research into technology issues and products as required.

Other Related Duties:

• Follows district safety protocols and emergency procedures.
• Participates in professional development, department meetings, and special events as assigned.
• Performs other duties as assigned.

Mental Demands/Physical Demands/Environmental Factors:

Tools and Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; standard office equipment including personal computers and peripherals

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

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

Lifting: Regular moderate lifting and carrying (up to 44 pounds); Occasional heavy lifting and carrying (up to 75 pounds)

Environment: Occasional prolonged and irregular hours; occasional districtwide and statewide travel

Mental Demands: Maintain emotional control under stress; work with frequent interruptions

Education and Certification

• High school diploma or equivalent required
• Associate degree preferred
• Current A+ Certification Required (or acquired within 12 months of hire)
• Dell EMC certification (or acquired within 12 months of hire)
• Extron AV Associate Certification Required (or acquired within 12 months of hire)
• Extron Control Specialist Certification Required (or acquired within 12 months of hire)
• Extron Control Professional Certification Required (or acquired within 12 months of hire)

Experience

• At least two (2) years of experience in an information technology related field

Required Special Knowledge and Skills

• Excellent technical knowledge of hardware including, but not limited to, projectors, Chromebooks, desktop computers, panels, and iPads
• Excellent technical knowledge of PC internal components
• Hands-on hardware troubleshooting experience
• Working technical knowledge of current protocols, operating systems, and standards
• Ability to operate tools, components, and peripheral accessories
• Understanding of the organization's goals and objectives
• Analytical and problem-solving abilities, with keen attention to detail
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Driver's license in good standing
• Ability to present ideas in user-friendly language
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Strong written and oral communication skills
• Exceptional organizational, communication, and interpersonal skills
• Strong customer service skills
• Experience with SaaS, including Microsoft Office 365 and Google Workspace
• Experience with display devices, iPads, and Chromebooks
• Experience with computer networks
• Use various types of software programs efficiently and effectively in fulfilling objectives

Preferred Special Knowledge and Skills

• Familiarity with educational technology and Chromebook management in an academic setting
• Knowledge of troubleshooting common Chromebook issues and providing basic technical support