Technology - Tech 1 - Systems Support Specialist

Provide technical support to customers via phone or remote access on all district supported hardware, software applications and peripherals. Troubleshoot problems and determine source, and advise on appropriate action, * Respond to questions from callers and walk-ins; remotely assist administrators and staff offices

with technology problems in classrooms and labs as needed.

• Fullfill work orders assigned and re-assign work orders as needed.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Identifies, researches, and resolves technical problems.
• Update Hardware/Software Price Listing on ATN website.
• Development procedures for Helpdesk operating/procedure manuals.
• Document resolutions for future reference.
• Assist with system and operations support relative to the maintenance and enhancement of pc support.
• Assist with periodic user satisfaction surveys and track user problem trends; create reports based

on information provided from user surveys and trends.

• Become familiar with available help resources; stay updated on campus technology changes or problems.

Safety

• Operate tools and equipment according to prescribed safety procedures.
• Follow established safety procedures and techniques to perform job duties, including lifting,climbing and carrying.
• Correct unsafe conditions in the work area and report any conditions that are not correctable to the supervisor immediately.
• Other duties as assigned.

Professional Conduct

• Demonstrates ability to remain calm and withstand pressures
• Flexible to changes in routine and adapts quickly to changing situations
• Reliable and responsible attendance and punctuality
• Demonstrates respect, courteous to peers and visitors and assist fellow workers willingly
• Avoid speaking ill of the district and district personnel
• Perform other duties as assigned by the supervisor or other administrator that are consistent with the general requirements and qualifications for the position

Educaton/Certification

• High School Diploma or GED, preferred
• A+ Certification, preferred
• Dell repair certification

Special Knowledge/Skills

• Broad knowledge of computer hardware and software applications.
• Ability to detect and resolve problems.
• Familiar with a variety of the front offices concepts, practices and procedures
• Excellent organizational, communication and interpersonal skill
• Knowledge of various operating systems (Windows)
• Must possess personal qualities related to respect for the rights and confidentiality of others

Experience

• One (1) years experience installing, maintaining and repairing computers and peripherals.

The working conditions described 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 and expectations.

• Some district wide travel; occasional prolonged and irregular hours.
• Work under stress.
• Tools/Equipment Used: Standard office equipment including personal computer and peripherals.
• Posture: Frequent sitting and standing; occasional bending/stooping, pushing/pulling, and twisting
• Motion: Repetitive hand motions; frequent keyboarding and use of mouse; occasional reaching
• Lifting: Occasional light lifting and carrying (less than 15 pounds); occasional physical restraint of students to control behavior
• Environment: May work prolonged or irregular hours; work inside and outside (exposure to sun, heat, cold, and inclement weather), exposure to noise; occasional districtwide and statewide travel
• Mental Demands: Work with frequent interruptions; maintain emotional control under stress.