GENERAL RESPONSIBILITIES Provide basic, ongoing, first-level, technical support to Building Level ITS's, teachers, and other staff in the use of technology. These technicians will be responsible for complying with the Portage Township Schools Data and Information Technologystandards and directives for the work to be accomplished within the district. This position reports to and is evaluated by the Director of Data and Information Technology. ESSENTIAL TASKS: (These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)
- Coordinate and assign all incoming help desk tickets from School buildings that are not automatically routed.
- Serve as a Tier 2 advisor to Portage Township school staff for general technical issues.
- Provide basic ongoing Tier 2 technical support to administration, support services, school staff, and students.
- Troubleshoot and repair minor computer and peripheral equipment problems/issues.
- Management of accounts and reporting functions for select instructional applications.
- Support users with network access issues and reset passwords as needed.
- Perform school-specific technical work for district-level technology initiatives.
- Coordinate computer hardware repair records for the district.
- Document all work performed and enter requests for new services from each building in the IT Service Desk application.
- Collaborate with staff on software purchases regarding technical requirements and limitations.
- Verify technology purchases and provides logistical support for new deliveries on physical set-up and placement.
- Maintain technology inventory records for the district as assets are deployed.
- Serve as a technical liaison with division technical support staff, and outside vendors, and serve as vendor contact on technical issues.
- Serve as site owner for staff Intranet and provide training and support for SharePoint and Student Portal.
- Prepare and support technology for online testing.
- Participate in ongoing technical support training as required by the Department.
- Perform other technology-related duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
- Good knowledge of the troubleshooting and operation of computer hardware and common software applications such as Microsoft Office and Active Directory
- Thorough knowledge of methods and techniques used to maintain and repair computer equipment
- Ability to carry out maintenance plans and repair schedules for technical resources
- Knowledge of ticket-tracking applications
- Ability to communicate effectively orally and in writing, understand and execute oral and written instructions
- Ability to work with minimal supervision and organize workload
- Must have excellent interpersonal and customer service skills, and be able to listen, understand and analyze problems
- Must be willing to participate in continuing education and professional development
EDUCATION AND EXPERIENCE High School Diploma. Associate degree preferred. Experience providing technical support on a variety of hardware, software, and operating systems. Industry-relevant certifications preferred (i.e., ITF+, A+, etc.). A comparable amount of training and experience may be substituted for the minimum qualifications. PHYSICAL REQUIREMENTS Some standing, walking, moving, climbing, lifting (up to 50 lbs.), carrying, bending, kneeling, crawling, reaching, handling, pushing, and pulling. Reasonable accommodations may be made to enable individuals with disabilities to perform essential tasks. SPECIAL REQUIREMENTS Possession of a valid driver's license