Technical Specialist II - Infrastructure Support

The Technical Specialist II provides technical support and administration for county-wide enterprise systems, including student information systems, HRIS/FIS platforms, server infrastructure, virtualization, and storage environments. This position supports Windows and Linux servers, virtual infrastructure, and network services while maintaining cybersecurity best practices. The Technical Specialist II collaborates with internal technology teams and local districts to ensure reliable system operation, data integrity, and effective user support., * Demonstrates a strong commitment to equity, social justice, and inclusion in all professional practices and responsibilities.

• Demonstrates the ability to examine how his/her/their position (directly or indirectly) impacts educational inequities in student achievement outcomes.
• Engages in reflection and ongoing learning and development on critical concepts and terms identified in the Washtenaw ISD Educational Equity Policy including concepts such as cultural proficiency, racial equity, and systemic and structural inequities.
• Provides technical assistance in the areas of administrative and instructional technology.
• Creates, maintains, and updates technical documentation for systems, procedures, and support processes.
• Responds to help desk requests by creating and updating tickets in the ticketing system and works toward timely resolutions.
• Communicates regularly with users regarding the status of open support tickets and follows up as needed.
• Works with vendors to resolve technical issues and implement solutions that meet user needs.
• Administers and supports Windows and Linux/Unix servers and associated applications.
• Conducts on-site visits to school districts to provide support and consultation.
• Supports virtual infrastructure including VMware environments, UCS systems, and SAN storage platforms.
• Assists with LAN/WLAN troubleshooting and infrastructure-related issues when necessary.
• Troubleshoots system, data transmission, and application issues including database queries and server log analysis.
• Participates in the evaluation, testing, and implementation of hardware, software, and infrastructure solutions.
• Fosters positive working relationships and models a safe, respectful, and supportive culture for all.
• Utilizes packet analysis tools and other diagnostic utilities to identify and resolve network or application issues.
• Establishes and maintains a positive and productive work relationship with intermediate and local District staff.
• Maintains a working knowledge of current and emerging technologies relevant to K-12 educational environments.
• Assists with backup management, business continuity planning, and network incident response preparation.
• Supports the implementation of security measures in collaboration with the Cybersecurity Analyst.
• Contributes to the technology documentation library and knowledge base.
• Maintains regular and predictable attendance.
• Monitors system performance and ensures the health, availability, updates, and reliability of enterprise systems.
• Ensures systems follow current cybersecurity best practices and complies with organizational security requirements.
• Participates in an on-call rotation and may be required to respond to technical issues outside normal business hours.
• PERFORMS OTHER DUTIES AS ASSIGNED.

Do you have a Associate’s degree?, To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Alternative requirements that may be appropriate and acceptable to the Board of Education may be considered. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions., * Associate degree in computer science, Information Technology, Information Systems, Information Assurance, Cybersecurity, or a related field required.

• Bachelor’s degree - preferred.
• An equivalent combination of relevant education, training, certifications, and professional experience may be considered.
• One (1) to three (3) years of experience in analyzing, diagnosing, and resolving server, virtualization, and LAN-related issues.
• Experience with SAN storage technologies - preferred.
• Experience supporting Windows and/or Linux server environments.
• Experience with virtualization platforms such as VMware - preferred.
• Experience with network administration concepts and troubleshooting - required.
• Experience creating and maintaining network and server documentation.
• Experience working with third-party vendors and technical support teams.
• Experience monitoring, testing, and maintaining server and infrastructure systems.
• Such alternatives to the above qualifications as the Board may find appropriate and acceptable., + CompTIA Server+.
• CompTIA Network+.
• Cisco Certified Network Associate (CCNA).
• Microsoft certifications (e.g., Microsoft Certified Professional or similar).
• Other relevant infrastructure, networking, or cybersecurity certifications.

LANGUAGE SKILLS

• Demonstrates ability to communicate clearly and effectively both verbally and in writing.
• Demonstrates ability to read, analyze and interpret technical documentation, operating instructions, procedure manuals, and professional publications.
• Demonstrates ability to communicate technical information clearly and provide training or guidance to users when needed.
• Demonstrates ability to write routing reports, business correspondence, and technical documentation.
• Demonstrates ability to effectively present information and respond to questions from educators, staff, customers, and the general public.

TECHNICAL SKILLS

• Demonstrates a working knowledge of the Microsoft Office suite (e.g. Microsoft Word, Excel, Outlook, and PowerPoint) and Apple software and devices.
• Demonstrates ability to use video conferencing (e.g. Zoom, Teams).
• Demonstrates ability to apply technology and innovative approaches to improve operational efficiency and resolve complex technical issues.
• Exhibits strong technology troubleshooting and analytical skills.
• Demonstrates ability to integrate technology solutions into organizational workflows and support the implementation of new systems and tools.

MATHEMATICAL SKILLS

• Demonstrates ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Demonstrates ability to compute rate, ratio and percent, and to draw and interpret bar graphs.

REASONING ABILITY

• Demonstrates ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Demonstrates ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Demonstrates ability and willingness to learn new technologies and enterprise applications.
• Exhibits a high level of professionalism with the ability to handle confidential information, use good judgment, plan and handle complex projects and maintain a flexible attitude.
• Demonstrates ability to interpret complex technical documents.
• Demonstrates ability to define problems, collect data, establish facts and draw valid conclusions.
• Demonstrates ability to effectively manage time and resources.
• Demonstrates ability to facilitate productive group discussions and collaborative problem solving.
• Exhibits a high level of initiative and strong ability to multitask.

INTERPERSONAL SKILLS

• Demonstrates excellent customer service and communication skills with a client-centered focus.
• Demonstrates ability to build rapport with others and to serve diverse publics.
• Demonstrates ability to work collaboratively as part of a team, communicate effectively, think creatively, and maintain positive working relationships with colleagues and customers.
• Demonstrates ability to take initiative; work well with others as a collaborative team member and exhibit good communication skills.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms; stoop, kneel crouch or crawl; and to talk or hear. The employee must frequently lift and/or move up to 35 pounds such as files and training material. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus. The ability to travel to other buildings is required. The position requires the individual to sometimes work irregular or extended work hours and meet multiple demands from several people.

ENVIRONMENTAL ADAPTABILITY, This position description has been prepared to define the general duties of the position, provide examples of work and to detail the required knowledge, skills and ability as well as the acceptable experience and training for the position. The description is not intended to limit or modify the right of any supervisor to assign, direct and control the duties of employees under supervision. The WISD retains and reserves any and all rights to change, modify, amend, add to or delete from any portion of this description in its sole judgment. This position description is not a contract for employment.

Salary and other employment conditions are set forth by the Board of Education as reflected in the Non-Affiliated Staff Manual. Starting salary ranging (dependent upon experience) from $70,366 - $86,482.

The WISD’s Mission is to educate, serve, and advocate with students, families, schools and the community. We disrupt racial inequities, build just educational systems, and expand access for all learners. We value human potential while striving to support current and future generations of Washtenaw County to enrich as many lives as we possibly can.

The WISD’s Vision is to be a leader in empowering, facilitating, and delivering high-quality, boundary-spanning, educational system that educates all children through an equitable, inclusive, and holistic approach.