IT Support Technician Level 3 (Project Mgmt

The responsibilities for this position include advanced diagnosis and resolution of high level IT requests. They will provide direct support for District projects. This person needs to be detail-oriented and technically skilled to support the planning, implementation, and maintenance of IT projects across the organization. This role will assist in the deployment of hardware and software, support IT infrastructure upgrades, and ensure project timelines and deliverables are met. They will be responsible for training all other Field Support Technicians, CCSD employees and developing appropriate documentation in support of this work., * To provide oversight of IT Projects including the management of vendors hired to complete installation of IT equipment. Must conduct work to ensure District milestones and deadlines are met;

• Develop training materials and provide hands on training to orientate IT Field Support Technicians and provide training on new topics to existing staff. This may also include 1:1 training of CCSD staff members on new equipment;

• Maintain strong working knowledge of the CCSD technology systems by continuing to enhance personal knowledge through ongoing training, reading, and improvement initiatives. Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs;

• Utilize IT ticketing system, provide support with documentation including FAQ’s, instructions, procedures, and knowledge-based articles;

• Communicate with CCSD personnel and IT staff via email, telephone and through work order system in a professional manner with timely and accurate information., * Maintain vehicle in a clean and organized manner;

• Practice safe driving skills;
• Perform preventative maintenance on equipment;
• Review current developments, literature and technical sources of information related to position;
• Identify learning opportunities and improvements;
• Provide feedback regarding technical issues to the appropriate staff member;
• Attend meetings and collaborate with others;
• Follow established safety measures;
• Test and terminate data cabling.

EDUCATION: High School Diploma or Equivalent Associate’s Degree Bachelor’s Degree

Master’s Degree Other, * Four (4)+ years of experience working within an IT technical environment and a High School Diploma or Equivalent;

• One (1)+ years of experience with in-person training;
• Must have experience directly supporting Technology customers;
• Strong sense of discretion and confidentiality required;
• Must be able to document processes, progress and communicate those details effectively., High School Diploma or Equivalent

Associates Degree

Bachelors Degree

Masters Degree, JOB PURPOSEREASON EDUCATION High School Diploma or Equivalent Associates Degree Bachelors Degree REQUIRED QUALIFICATIONS Masters Degree Other EXPERIENCE TRAINING, * Strong ability to multi-task, manage and appropriately prioritize multiple tasks;

• Must possess effective verbal and written communication skills;
• Strong training skills with the ability to communicate technical information to non-technical users;
• Proven ability to quickly learn new applications and technologies and applying that knowledge to training others in their use;
• Strong technical knowledge of hardware, PC’s, Macbooks, iPads, Chromebooks, Sound Systems, Document Cameras;
• Strong technical knowledge of printers and telecommunications/phone systems;
• Working knowledge of basic network concepts (such as TCP/IP, LAN, WAN, wireless, VPN and IP telephony);PREFERRED QUALIFICATIONS:
• Consistently seeks to develop self and skills needed to be prepared for future.
• CompTIA A+ certification plus, CompTIA Network+ certification or an equivalent certification;
• Help Desk Experience;
• Working knowledge of various IT hardware and software;
• Experience with Microsoft products excel, word, Project.

SUPERVISION RESPONSIBILITY (IF APPLICABLE), * Lifting of light objects above head;

• Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other components;
• Lifting and transporting of moderately heavy objects such as telecommunications equipment and peripherals;
• Use of 8 ft ladders;
• High degree of stress at times;
• Ability to manage deadlines and work independently;
• Ability to travel, sometimes in heavy traffic to remote locations to assist customers.

NonCertified Administrator Certified Administrator NonExempt Hourly TeacherPosition type Grade to be completed by HR