SUMMARY:

Provides specialized computer, network, and related technology support at school buildings.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience:

• Bachelor’s degree in computer technology, or a closely related field.
• Two (2) years of technical helpdesk experience.
• OR an equivalent combination of education, training and experience.

REQUIRED KNOWLEDGE AND SKILLS

Required Knowledge:

• Troubleshooting techniques for computer hardware, software and peripheral equipment.
• Technical support principles, processes, and standards.
• Instructional technology equipment setup procedures and maintenance standards.
• Software applications and operating systems used at Hopkins, including Microsoft OS and MAC OS.
• Principles and protocols for the management of electronic information.
• Technology access policies, and data security protocols.
• District policies and procedures.
• Computer applications related to the work.
• Correct business English, including spelling, grammar and punctuation.

Required Skills:

• Diagnosing and resolving technical problems in a network environment.
• Assessing customer support needs and implementing effective solutions.
• Using basic tools and procedures for repairing computers and equipment.
• Installing, repairing, and maintaining computer software, hardware, and peripherals in a multiple operating system environment.
• Analyzing and prioritizing multiple tasks, projects and demands.
• Operating a personal computer using standard and specialized software.
• Communicating effectively verbally and in writing.
• Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
• Commitment to the District mission, which is to ensure high quality, innovative, challenging education where all learners are valued and respected.
• Performing assigned responsibilities in a manner consistent with the District’s established Core Values.
• Advancing the District’s mission and values through careful attention to the key issues of Learning, Environment, and Resources.

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed in a computer laboratory and standard office environment which requires occasionally lifting such articles as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and heavy phone usage. Requires vision capacity to perform fine calibrations and differentiate between colored wires.

This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

• Maintains and supports mobile/desktop operating systems.
• Installs, maintains, and supports district software and district standards.
• Resolves and prevents computer, printing, and network failures.
• Monitors network and collaborate with department regarding general network health.
• Supports district assessment technology requirements.
• Maintains desktop, mobile, and infrastructure inventory and management to district standards
• Connects with user to collect information about technology problems and technical issues; leads user, in person or remotely, through diagnostic procedures to determine source of error.
• Defines problems, identifies and isolates errors, and implements technical solutions within guidelines, procedures, and authorization, to solve problems.
• Uses approved tools, equipment and procedures to repair computers, equipment and peripheral devices.
• Identifies technical problems which need to be addressed by improved policies and procedures.
• Maintains and enforces all aspects of confidentiality of records and information.
• Provides technical assistance, support, and training.
• Promotes and supports the overall mission of the District by demonstrating courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.