Help Desk and Accessible Classroom Technology Support Specialist

• Serve as first-level help desk and accessible classroom technology support for the district.

• Ensure computers, Chromebooks, iPads, staff devices, classroom technology, and related equipment are working properly and documented through the online work request system.

• Troubleshoot basic problems with computers, devices, applications, account access, classroom displays, audio systems, printers, peripherals, and related equipment.

• Provide simple installations of computer software, hardware, classroom technology, and accessibility settings as assigned.

• Provide timely resolution of basic technology problems by providing answers, assistance, documentation, or escalation.

• Assist with technology inventory, device deployment, collection, labeling, cleaning, setup, and storage.

• Support accessibility-setting setup, basic classroom technology readiness, and student-facing device support in collaboration with Technology Department staff.

• Participate in continuous professional growth in help desk support, confidentiality, FERPA/SOPPA basics, accessibility settings, classroom technology, device support, and customer-service practices., 1. Receive, document, update, and close help desk tickets in accordance with department procedures and service-level expectations.

2. Provide first-level troubleshooting for hardware, software, device, printer, account access, classroom technology, and basic connectivity issues.

3. Escalate complex issues to the Technology Coordinator, Data Systems Specialist, Supervisor of Educational Technology, or Director of Technology Infrastructure, Systems, and Operations as appropriate.

4. Assist with Chromebook, iPad, laptop, desktop, and staff-device setup, deployment, repair coordination, collection, and documentation.

5. Assist with classroom technology setup, including smart boards, displays, projectors, audio systems, microphones, document cameras, and peripherals.

6. Assist with basic user support for district-supported software, Google Workspace, classroom applications, and account access as assigned.

7. Support basic accessibility features on devices, including text-to-speech, speech-to-text, display settings, captions, guided access, and other settings as directed.

8. Assist with AT/AAC device setup or troubleshooting only under the direction of the Supervisor of Educational Technology, Assistive Technology Integration, Curriculum Accessibility, and Innovation or appropriate AT personnel.

9. Contribute to a technology knowledge base by documenting common issues, resolution steps, and user guides.

10. Maintain accurate inventory and location records for assigned devices and equipment.

11. Perform related duties and responsibilities as requested by the Director of Technology Infrastructure, Systems, and Operations.

12. Other duties may be assigned.

• A bachelor's degree in Information Technology, Computer Science, or a closely related field is required; relevant technical training, certifications, or coursework are preferred and may enhance a candidate's qualifications.

• Demonstrated knowledge of basic technology hardware, software, audiovisual equipment, classroom technology, and related media preferred.

• Working knowledge of software programs utilized in school systems preferred.

• Ability to troubleshoot basic problems with computer equipment, Chromebooks, iPads, staff devices, classroom displays, printers, peripherals, and user accounts.

• Strong customer-service, communication, teamwork, adaptability, and task-management skills.

• Ability to establish and maintain effective working relationships as necessitated by work assignments.

• Participation in continuous professional growth, including workshops, in-services, and technology-support training.

• Other qualifications of professional and personal excellence as the Governing Board may specify., * Basic technology troubleshooting; customer service; task follow-through; confidentiality; and accurate ticket documentation.

• Ability to learn district systems, accessibility settings, classroom technology procedures, and escalation protocols.

• Ability to read, analyze, and interpret documents.

• Ability to establish and maintain effective working relationships.

• Ability to communicate clearly and concisely.

• Ability to write reports and present information.

• Ability to perform duties within SPEED policies.

• Ability to maintain strict confidentiality.

Physical Demands

• Sit, stand, talk, hear, and operate electronic equipment.
• Use hands, arms, and fingers for repeated technology tasks.
• Have close vision and ability to adjust focus.
• Lift, carry, bend, push, and pull as needed.
• Ability to lift up to 50 pounds with reasonable accommodations.

Ethics

All district employees are expected to maintain high ethical behavior and confidentiality.