1.0 FTE IT Support Specialist

Class Summary: Works in coordination with the IT Customer Support Expeditors, Customer Support Supervisor and other IT personnel to provide tier 1 workplace support in assigned school and department locations. Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying, diagnosing faults and symptoms using established processes and procedures. Perform root cause analysis and checklists for typical problems, working with other staff as needed. As needed, provides recommended procedures and controls, to IT Customer Support Expeditor or Customer Support Supervisor for problem prevention. Understands error messages and knows where to look for solutions to hardware and software problems while maintaining documentation/knowledge database in accordance with district and department standards. Has the knowledge and ability to manage local hard drive with management software and/or anti-virus software. Has a basic understanding of how a UPS functions on a network. Works in a team setting, sharing information and assisting others as needed., Provide workplace technical support in assigned location.

2 Level I support for site intranet/internet

3 Level I support for network hardware not limited to: routers, servers, switches, wireless, security system

4 Level 1 support for business services/facility software

5 Deploy computer images

6 Troubleshoot software/hardware problems

7 Install, manage, and troubleshoot network printers

8 Assist facility/staff with basic use of business/curriculum software

9 Use IT Ticket System

10 Connect/Troubleshoot classroom display devices

11 Install/Troubleshoot wireless display devices

12 Other duties as assigned

Knowledge: Must have the knowledge to manage network devices such as Macs or PCs, Mobile Devices, Ethernet, Printers, Servers, Wireless, VOIP Phones, Chromebooks.

Skills: (position requirements at entry): Is able to work independently to identify and problem solve a multitude of technical tasks on (including, but not limited to) desktop computers, software or other identified network hardware. Must have the skills to develop and train users on proper network procedures and applications.

Training and Experience (position requirements at entry): Minimum one-year network/technical support of a like environment. Has Microsoft Active Directory experience. Understands and has experience working on a physical network with Ethernet connectivity.

Licensing Requirements (position requirements at entry): Must have a valid Alaskan Driver’s License.

Physical Requirements: Light Work: Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be very little, a job is in this category when it requires a good deal of walking or standing, or when it involves sitting most of the time with some pushing and pulling of arm or leg controls. To be considered capable of performing a full or wide range of light work, you must have the ability to do substantially all of these activities. If someone can do light work, we determine that he or she can also do sedentary work, unless there are additional limiting factors such as loss of fine dexterity or inability to sit for long periods of time.