SUMMARY

Under the general supervision of the District’s CIO and the direct supervision of a School Technology Specialist (STS) Coordinator, the STS works with a group of peers to implement and maintain the District’s IT plans and policies at the school level. The incumbent in this position provides schools with on-site end user computing support, including: investigating, troubleshooting, and resolving hardware, software, network, and instructional technology incidents. In doing so, the STS will provide Tier 2 and Tier 3 on-site support and will liaise with the District’s IT service desk, effectively use the District’s incident tracking software, and communicate with both end users and other technology support resources on the progression of incidents to resolution. The STS is the first line of defense in supporting the District’s information security policies and practices. The incumbent will be knowledgeable and accountable for ensuring data security and digital safety for our students.

REQUIRED EDUCATION

Associate’s Degree in a related field or In lieu of degree, will consider 2 years of related technology experience per year of college (4 years)

EXPERIENCE QUALIFICATIONS

A minimum of two (2) years of demonstrated relevant experience required; Relevant experience can include providing end user support in an enterprise level organization, administering a Windows or Mac computing environment, or working with WAN/LAN environments

KNOWLEDGE/SKILLS/ABILITIES

• Basic understanding of technology hardware, including desktop computers, laptops, tablets, smart phones, printers, projectors, smart boards, scanners, and digital cameras
• Knowledge of one or more operating systems, such as Microsoft, Mac, or Linux
• Familiarity with IT support tools, such as Active Directory, Remedy or LANdesk
• Working knowledge of PC/LAN application software including MS Office products and Internet Browsers (Internet Explorer, Chrome, Safari)
• Must be able to successfully manage multiple tasks, projects, and responsibilities
• Possesses excellent written and verbal communication skills with a particular focus on clearly articulating IT incidents and their solutions so that both end users and technical support staff understand what is being communicated
• Ability to apply critical thinking skills in rendering solutions to various technical issues
• Ability to independently learn new technology and provide instruction to others
• Must be able to collaborate effectively with District and school personnel, the service desk, the general public, and work with diverse groups of people

GENERAL RESPONSIBILITIES:

• Provides assistance to schools in troubleshooting IT technology in classrooms, media centers, admin facilities and support offices
• Manages service requests through the District ticketing system, meeting Service Level Agreements (SLA) including response time and resolution time Communicates bi-directionally regarding status of IT incidents and planned IT initiatives (such as online testing) to the service desk, technical support coordinators and schools through the District’s incident tracking software
• Supports and promotes the deployment of new technology at schools with teachers, support staff and administration
• Provides advice and guidance to school staff on the adoption and use of technology based on District standards and guidelines
• Supports the Board Policies, Procedures, and District Guidelines and best practices with respect to Digital Citizenship and Information Security and Safety
• Works to solve problems and provide solutions that meet school needs while upholding technology standards and architecture
• Ensures effective support of technology for instructional purposes

Network Administration:

• Assists with general maintenance to keep network running smoothly
• Assists with on-site network-related repair requests with service desk personnel Documents LAN wiring diagram including: wiring closet identification, wiring closet equipment configuration, and wiring drop identification
• Ensures all MDF/IDF closets/workrooms are easily accessible; Ensures cabling/data wiring management follows color coordinated scheme and is well maintained

ADDITIONAL RESPONSIBILITIES:

• Stays up to date on ever-changing technical knowledge and expertise relevant to role and keeps current on educational technology
• Performs other duties as assigned by the appropriate administrator