Support Technician

JOB SUMMARY: The Support Technician is responsible for providing entry level software, hardware, and network related technical assistance to all end users using a combination of phone, email, and onsite support. This individual must clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed, and perform ticket entry in addition to performing physical repairs, maintenance, setup, and inventory. ESSENTIAL FUNCTIONS:

• Provides entry level troubleshooting support for software, hardware, and network related issues including repairs, setup, and configuration
• Enter, update, and close help desk tickets in the service management system for reference and quality control purposes
• Contributes to the knowledge management system by adding and modifying FAQ items to provide more self-service options for support.
• Contributes to the accurate maintenance of the technology inventory
• Escalates help desk issues when additional expertise is needed.
• Assists technology users with actual use of technology
• Successfully complete assigned trainings, per established deadlines - job specific training will be provided as available
• Organize and prioritize tasks to meet deadlines
• Maintain an organized environment
• Communicate effectively with students, staff, and parents, verbally and in writing
• Establish and maintain effective working relationships
• Ability to work independently as well as with a team
• Fine motor skills and ability to lift up to 50 pounds unassisted, to lift and move equipment and supplies
• Able to stand or sit for long periods of time (up to entire shift as tasks require), as well as stoop, squat, bend, crouch, reach, kneel, and climb stairs frequently during the shift
• Able to ride in a vehicle, as necessary (e.g., training on occasion)
• Able to work indoors during all seasons/weather/temperatures as permitted

• Required: High school diploma or G.E.D equivalent
• Preferred: Associate Degree or higher in Computer Science, Information Technology, or related field
• Preferred: ITF+, A+, Network + certification

Experience:

• Preferred: Minimum of one year of related experience in Information Technology in a complex, multi-location organization.

Demonstrated Technical Skills:

• Advanced level computer skills and knowledge of specialized position specific systems and procedures and related computer programs
• Ability to manage tasks that are multiple and diverse with some interrelationship across functional areas
• Ability to perform duties within the scope of policies, procedures, and objectives
• Use judgment to achieve results when faced with an ambiguous situation
• Exercise independent judgment within accepted school practices and guidelines
• Ability to troubleshoot highly sensitive or confidential issues
• Ability to write reports, business correspondence, and procedure manuals
• Ability to perform highly complex and technical tasks with significant impact in a fast-paced environment
• Ability to prepare and analyze reports, make presentations, and maintain records
• Public Relations Skills: Ability to relate to school aged children, parents, teachers, and members of the community
• Possess well-developed problem-solving skills
• Possess sound, independent judgment, including handling of confidential matters
• Ability to adapt to changes in plans or activities on short notice
• Pass background check