IT Support Technician II (Level 2) - Admin Center

Purpose: The Information Technology Support Technician II supports the

Technology Department’s goal of ensuring that all staff and students of the school district have access to the technological tools and information necessary to participate effectively in the educational process. This is accomplished by providing tier 2 remote and on-site technical and functional support of assigned technology systems and ensuring timely support and resolution for issues of a complex and technical nature. Work requires an advanced understanding of hardware, software, networking, virtualization, telephony, audio/video and cloud-based systems. Exercise of initiative and customer service skills is required to carry out tasks and projects as assigned. Supports other team members to deliver high quality customer service to customers. Work is performed independently and in a team atmosphere with minimal supervision.

Responsible to: Director of Technology, environment. e. Handle multiple tasks with frequent interruptions. f. Complete assigned tasks and projects in a timely manner and assist colleagues

in completing their tasks when needed. g. Learn complex systems independently, quickly, and effectively. h. Follow directions and complex instructions, both written and verbal, in a timely

and professional manner. i. Take initiative and employ critical thinking and independently researches and find

answers to complex technology issues and questions. j. Documents complex concepts and solutions, processes and procedures as

needed. k. Address customer needs and resolve issues with little or no supervision. l. Possess strong interpersonal, written and verbal communication skills. m. Collaborate effectively with team members and district staff. n. Employ principles of project management to complete projects of a complex

nature. o. Act as a point of escalation and resource for coworkers. p. Stay abreast of new technologies and shares with appropriate colleagues. q. Comply with all district policies, rules and regulations. r. Support the value of an education. s. Support the mission, vision and philosophy of Derby Public Schools and the, 1. Networking and Telecommunications

a. Document and maintain a complete and accurate network directory and inventory.

b. Document and maintain a complete and accurate phone system directory and inventory.

c. Document and maintain a complete and accurate IP Address and vLAN directory.

d. Participate in the selection and deployment of networking and telecommunications systems.

e. Install, configure, troubleshoot, maintain and support district networking and telecommunications systems and technologies, including, but not limited to routing, switching, TCP/IP, IPAM, DHCP, DNS, NTP, LAN, WAN, P2P, Copper and Fiber cabling, 802.11xx wireless, SIP, VOIP, POTS, phone systems and software.

f. Install, configure, troubleshoot, maintain and support district networking and telecommunications hardware, including, but not limited to, switches, routers, APs, PBX, phones and controllers.

g. Configure, troubleshoot, maintain, support and ensure efficient and legal cloud-based network and telecommunications systems.

h. Provide department staff with information and input regarding complex networking and telecommunications issues.

i. Develop and maintain accurate documentation on networking and telecommunications systems.

j. Monitor systems and logs and identify, research, document and communicate current and emerging networking and telecommunications system issues and formulate and initiate corrective action to restore services in a timely manner.

k. Provide tier 2 assistance and support to customers and coworkers on networking and telecommunications functions and issues.

1. Security and Compliance a. Document and maintain a complete and accurate network security

directory and inventory.

b. Document and maintain a complete and accurate access control directory and inventory.

c. Participate in the selection and deployment of security and compliance systems.

d. Install, configure, troubleshoot, maintain and support district security and compliance systems and technologies, including, but not limited to, firewalls, intrusion prevention, intrusion detection, filters, endpoint protection, AAA, NAC, DMZ, access control and surveillance systems.

e. Install, configure, troubleshoot, maintain and support district security and compliance hardware, including, but not limited to, firewalls and network security appliances.

f. Configure, troubleshoot, maintain, support and ensure efficient and legal cloud-based security and compliance systems.

g. Provide department staff with information and input regarding complex networking and telecommunications issues.

h. Develop and maintain accurate documentation on networking and telecommunications systems.

i. Monitor systems and logs and identify, research, document and communicate current and emerging security and compliance system issues and formulate and initiate corrective action to protect district resources in a timely manner.

j. Observe and report violations of network security policies to appropriate personnel.

1. Data Center and Cloud Systems a. Document and maintain a complete and accurate Data Center inventory. b. Document and maintain a complete and accurate cloud system and

connectivity directory and inventory. c. Participate in the selection and deployment of data center systems. d. Install, configure, troubleshoot, maintain and support district data center

systems and technologies, including, but not limited to, servers, storage, operating software, virtualization, converged/hyperconverged systems, directory systems, cloud systems, backups, web technologies, data management and scripting systems.

e. Install, configure, troubleshoot, maintain and support district data center hardware, including, but not limited to, Blade and stand-alone servers, SAN and local storage hardware, switches, and supporting hardware.

f. Configure, troubleshoot, maintain, support and ensure efficient and legal cloud-based data center systems.

g. Provide department staff with information and input regarding complex data center issues.

h. Develop and maintain accurate documentation on data center and cloud systems.

i. Monitor systems and logs and identify, research, document and communicate current and emerging data center and cloud system issues and formulate and initiate corrective action to protect district resources in a timely manner.

j. Develop, document, implement, support and maintain a Business Continuity Plan that includes backups, disaster remediation and recovery and restorative practices, roles and responsibilities for critical district systems.

1. End-User Computing and Software a. Document and maintain a complete and accurate end-user computing

device inventory. b. Document and maintain a complete and accurate software directory and

inventory. c. Document and maintain a complete and accurate audio/visual directory

and inventory. d. Participate in the selection and deployment of end-user computing

devices, audio/visual and software systems. e. Install, configure, troubleshoot, maintain and support district end-user

computing and peripheral technologies, including, but not limited to, PCs, Laptops, iMacs, MacBooks, iPads, printers, scanners, document cameras, webcams, monitors, barcode scanners and other peripherals.

f. Install, configure, troubleshoot, maintain and support district end-user computing and peripheral management technologies, including, but not limited to, MDM, device management and service ticket management.

g. Install, configure, troubleshoot, maintain and support district end-user operating systems and software, including, but not limited to, MacOS, Windows, ChromeOS, iOS, Android, Student Information Systems, Learning Management Systems, Device Management Systems, Service Desk software, inventory management software and other software.

h. Install, configure, troubleshoot, maintain and support district audio/visual systems, including, but not limited to, Smart TVs, Interactive Flat Panels, Projectors, document cameras, webcams, scheduling displays, conferencing and zoom room bars, conference room technologies, voice escalation systems, paging, intercom and alerting systems.

i. Configure, troubleshoot, maintain, support and ensure efficient and legal cloud-based audio/visual systems.

j. Provide department staff with information and input regarding complex audio/visual issues.

k. Develop and maintain accurate documentation on audio/visual systems l. Monitor systems and logs and identify, research, document and

communicate current and emerging audio/visual system issues and formulate and initiate corrective action to protect district resources in a timely manner.

1. General support responsibilities a. Answer calls to the technology department and provide answers and

assistance to our customers and vendors in a timely and professional manner.

b. Actively monitor and utilize the helpdesk ticketing system and provide professional and timely answers and resolution to issues and to

thoroughly track and document all support being provided to customers of the Technology Department.

c. Provide frequent, timely communication to customers on service impacting incidents, work and projects.

d. Utilize available technologies to provide remote assistance to customers where possible, and on-site assistance where necessary.

e. Act as tier 2 point of escalation for complex issues to technology staff members when necessary.

f. Perform basic repairs on devices and process device repairs using the service desk ticketing system.

g. Attend seminars, webcasts and training as directed. h. Assist in the development of project plans. i. Provide input on staffing needs based on workloads and projects. j. Provide input on budget needs based on research and work needs. k. Adhere to all district health and safety policies. l. Other duties as assigned by the Assistant Superintendent of Human

Resources, the Director of Technology or designee which are consistent

Do you have a valid Driver’s License license?, Do you have experience in Research?, Do you have a High school diploma or GED?, 1. High School Diploma or Equivalent.

1. Possession of a valid driver’s license is preferred.
2. Strong organizational and time management skills.
3. Good written and verbal communication skills.
4. Demonstrated ability to apply technology solutions to educational and business

problems.

1. Demonstrated critical thought and problem solving skills.
2. Two years experience as an Information Technology Support Technician I or

equivalent experience outside the district.

1. Information technology certifications preferred (A+, Net+, Security+, OS, MDM, ITIL,

Cisco).

1. Two years experience supporting information technology systems, including computing devices, Operating Systems, printers, mobile devices, LAN/WAN and wireless networking, servers, virtualization, databases, and directories preferred.

2. Functional understanding of project management principles.
3. Demonstrated self-driven motivation to continue learning, accept new projects and

challenges and mentor others.

ESSENTIAL FUNCTIONS:

1. Knowledge, Skills and Abilities

a. Effectively employ technical expertise to ensure efficient operation of the district’s technology systems and resolve educational and business issues.

b. Communicate complex technology concepts in an easy-to-understand, non- technical manner with students, staff and coworkers.

c. Support and adapt to change with little or no advanced notice. d. Work well under pressure in a fast-paced, stressful, and rapidly changing, a. Requires prolonged periods of sitting and/or standing for up to a couple hours at a time.

b. Requires stooping, bending, reaching and lifting up to 50 pounds. c. Requires ability to transport oneself to different work locations. d. Occasionally requires adjustment of work schedule to complete tasks and/or

Pulled from the full job description

• Health insurance
• Life insurance
• Paid holidays, work overtime. e. May occasionally require remote work. f. May occasionally require travel outside of the district. g. Requires regular attendance and/or physical presence at the job.