Lead Technology Support Analyst

The Lead Technology Support Analyst (TSA) supervises Technology Support Analysts who provide Tier 1 & 2 technical support and assistance to schools and departments in the installation and operation of computer hardware, software, and peripherals. The Lead TSA manages all processes and procedures related to the timely identification, prioritization, monitoring, and resolution of user requests for the schools and administrative buildings within their area of supervision. Work is performed within established procedures and standard practices under general supervision. Contacts are regularly and frequently made at all organizational levels within and outside the department. Sound professional judgment and good customer service skills are required., * Directs and oversees the daily operations, work direction, and task assignments of TSAs across assigned schools and departments to ensure work requests are resolved in a timely manner

• Provides guidance on complex technical issues, escalated support incidents, and thorough root-cause analyses related to hardware, software, audio-visual (A/V) equipment, and classroom technology
• Monitors staff performance, ensuring accountability for hardware asset and inventory management, and maintaining departmental expectations and deadlines
• Informs school building-level administration and administrative office leadership of technology functions, issues, and trends, and facilitates communication between the technology team, school principals, and central office staff
• Assists assigned schools and departments in determining requirements and needs for computer hardware, software, and peripherals; Consults with supervisors of assigned locations on the deployment of technology assets
• Assists TSAs with unusual or high-level technical situations, ensuring sound professional judgment, and providing professional development or training as needed
• Collaborates with other Lead TSAs in order to provide consistent expectations across teams
• Participates in the development and implementation of standard operating procedures for all areas of hardware and software support
• Conducts performance evaluations for all team members
• Performs other related duties as assigned

Budgetary Responsibility:

This position has no budgetary responsibility.

Report Preparation:

Prepares reports as requested by supervisor

Equipment Operation:

Utilizes a personal computer, general office equipment, and equipment related to Technology Services

Contacts:

This position has frequent contact with Principals, staff, students, and vendors in order to answer questions, provide information, and resolve problems. Other contacts include supervisors, Division of Technology Services and other Central Office staff, as well as with external vendors.

Work Direction/Supervision:

This position supervises and provides work direction to assigned TSAs.

Decision Making:

This position requires independent decision-making when performing essential functions, including providing guidance toTSAs. The supervisor’s guidance is recommended when the concern or question is more complex.

Formal Policy-Setting Responsibilities:

This position has no formal policy-setting responsibilities, but may inform supervisors of various technology functions, issues, and trends, as requested., Chesterfield County Public Schools assures Equal Employment Opportunities for employees as required by Federal and State Orders and Laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks. This job description is intended to accurately reflect the position activities and requirements. However, administration reserves the right to modify, add, or remove duties and assign other duties as necessary. It is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills, or working conditions associated with the position and does not imply an employment contract.

Must have the ability to sit and stand for extended periods of time; exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to see and read a computer screen and printed material with or without vision aids; hear and understand speech at normal indoor levels, outdoors and on the telephone; speak in audible tones so that others may understand clearly; physical agility to drive, bend, stoop, sit on the floor, climb stairs, walk and reach overhead. Entails movement and placement of computer peripherals, must be able to lift and/or move up to 50 pounds., * Demonstrated ability to communicate effectively, both verbally and in writing, including the ability to convey technical information to non-technical personnel

• Considerable knowledge of computer hardware, software, and peripherals
• Demonstrated ability to analyze, troubleshoot, and resolve typical hardware and software issues independently
• Demonstrated ability to effectively supervise and manage employees, * Education, training or experience sufficient to demonstrate the required knowledge, skills and abilities
• Valid Virginia Driver’s License; This position requires the incumbent to drive. In accordance with Policy 5431, an employee who occupies the position and is assigned a district-owned or leased motor vehicle will be subject to annual driving checks and must maintain acceptable records pursuant to the standards set forth in the policy.

Preferred: Bachelor’s Degree in Computer Science, Information Systems, or Technical Support, certifications that align with essential job functions, and at least three years of relevant experience

Applicants considered for employment must successfully complete the following background investigations/tests:

• Federal Bureau of Investigation (FBI) Criminal History Investigation
• State Police Criminal History Investigation
• Child Protective Services (CPS) Investigation
• Tuberculosis Screening/Test

$76,863.09 - $130,678.60, Chesterfield County Public Schools offers a wide variety of benefits to employees. Benefit offerings may differ based upon full-time and part-time employee status.

As one of the largest and most innovative school divisions in the nation, Chesterfield County Public Schools is committed to creating a better tomorrow through authentic and captivating learning experiences. With work guided by the values of equity, integrity, teamwork and ingenuity, we believe that a better tomorrow is created one student at a time. Through our strategic plan, Imagine Tomorrow, our focus is to create an infinite learner mindset while encouraging students and staff to exemplify personal responsibility and supportive relationships.

We think our schools are pretty amazing, but we aren’t the only ones. Our award-winning school division - which includes six National Blue Ribbon Schools, seven National Title I Distinguished Schools and six Middle Schools to Watch - is often cited as the reason people choose to live and work here. Educators from outside of our school division routinely visit our nationally-recognized schools to learn more about what we are doing, how we are doing it and why we are doing it. Our outstanding teachers, support staff members and leaders are top-notch educators whom others seek to emulate, and quite simply - we would like for you to consider joining us.

You have a choice to make, and we would like for you to choose Chesterfield.