Technology Support Specialist (CC:24135)

JOB SUMMARY: Performs functions including; handling End-User requests received by the technical support phone line through offices visits and help desk tickets. Problem resolutions can involve support by telephone or by on site visits. During the resolution process, the technician will use a variety of problem solving techniques such as personal knowledge, research, and vendor technical support., * Provide user support and assistance in the operation of technology equipment and software

• PC Hardware and Printer Support
• Software Support
• Network related issues such as connectivity and password requests
• Specialized hardware and software. Some examples are Depco Labs, AV systems, Elmo projectors, Online Attendance, email archiving
• Log end user calls into the Help Desk Tracking system and respond to call(s) within established guidelines.
• Review outstanding Help Desk Calls at regular intervals to ensure all work orders are responded to in a timely manner.
• Accurately document hardware and software inventory used on district premises.
• Monitor user activity associated with district hardware and software to maintain a safe environment. This includes reporting inappropriate student and staff activities on the network - Account theft, inappropriate web surfing, inappropriate material stored in network drives, etc.
• Act as a liaison between users and the Valley View Technical department to provide information of new developments and current status of conditions; i.e. service outages, network and email issues, yearend procedures, start up procedures.
• When completing work orders, If additional assistance is needed, a contact will be made to the appropriate resource (Network, Operations, Applications Support and Programming)
• Participate in specialized technology teams - Image creation, Image deployment, Group Policies
• Take an active role in identifying needs and attaining goals in technology improvement.
• The individual is expected to work independently or with other team members on multiple tasks at the same time, completing all tasks or projects in a timely manner and according to department and/or company standards.
• Demonstrated ability to work under the pressure of project deadlines
• Ability to collaborate with a varying range of user’s skill within all levels of the organization.
• Ability to take initiative, work autonomously and take on additional responsibilities as required by business needs, facilitating prompt response to users requests
• Perform other job-related duties as assigned.

• High School Diploma or the equivalent required., * 2 years of technical training or Associates Degree or the equivalent experience preferred
• A minimum of 1-3 years of business/technical experience preferred

OTHER SKILLS AND ABILITIES

• Solid computer science skills and/or technical knowledge required
• Strong verbal, written and customer service skills are required

WORK ENVIRONMENT AND PHYSICAL ACTIVITY: Work is performed in an environment where unusual temperature, noise and hazards are relatively nonexistent.

• Medical/Vision and Dental coverage through BCBSIL
• FSA and Dependent Daycare accounts
• Life, AD&D, and Long-Term Disability Insurance
• IMRF contribution included in base salary
• 403B
• Yearly professional development allotment