Technical Support Specialist II (TSS II)

Job Summary: To inspire and prepare all students with the confidence, courage, and competence to achieve their dreams; contribute to community; and engage in a lifetime of learning through level two technical services that support accessible, equitable and user-friendly systems with training that supports all users to effectively and efficiently achieve the district mission., Provide remote and on-site technical support and maintenance for hardware and software in classrooms, offices, and other facilities as needed. Includes installing, diagnosing, repairing, maintaining, and upgrading all computing devices and peripheral classroom hardware and equipment to ensure optimal workstation performance. Collaborate with other Technical Support Specialists, Technical ESP’s, the Repair technicians and other I2T2 personnel to ensure a high level of customer satisfaction., * Install and service computers, operating software, application software, network setup, projectors, document cameras, amplification systems, printers, other peripherals and classroom hardware.

• Provide customer support for standard application software; and building, grade level, or curriculum software as required.
• Establish and maintain troubleshooting and quality control procedures.
• Collaborate with teammates to ensure all District service levels and commitments are met.
• Maintain inventory of computer hardware and software components, monitor licensing requirements.
• Remain current in software and hardware upgrades and technology advances.
• Support the District IT Service Desk as needed, providing exceptional customer service via oral communications (phone), written communications (email) and strong remote troubleshooting skills, with proper documentation.
• Actively participate in department work groups and team troubleshooting initiatives.
• Document daily activity in the appropriate work ticket tracking system.
• Provide basic to intermediate training on software applications; basic to intermediate training on hardware.
• Collaborate with Technology Integration in assessing needs; coordinating and providing training on District hardware and software.
• Perform other duties of a like or similar nature as assigned.

• 2 year degree or 5 years of equivalent experience
• Minimum of one year of experience as a technical support person in a desktop environment, including hands-on hardware and software troubleshooting

Preferred qualifications include:

• Post-secondary degree in computer-related field.
• A+ certification.
• Microsoft certification.
• Apple certification.
• Successful completion of an accredited course of study related to computer science and/or equivalent experience in technical support of software and hardware.
• Technology help desk experience
• Experience in a K-12 setting
• Experience with device and software management
• Proficiency in a language other than English (Spanish, Somali, Hmong, Vietnamese)

Skills, Knowledge, Abilities:

• Strong customer service orientation - dedication to customer needs; understanding the customer’s sense of urgency.
• High level of comfort and skill in the use of a variety of software packages as well as the hardware on which they operate.
• Demonstrate initiative and ability to work with minimal supervision.
• Ability to communicate effectively in both oral and written form.
• Excellent organizational skills in prioritizing and documenting needs.
• Ability to work under pressure.
• Flexibility, resilience, and tolerance for ambiguity.
• Ability to collaborate effectively