892A - SUPPORT DESK TECHNICIAN

REPORTS TO: Technology Service Coordinator

QUALIFICATIONS:

  1. High School Diploma, GED, Associates degree.

  2. A+ Certification, Microsoft or other technology certifications.

  3. Three years technology service experience.

  4. Broad knowledge of various operating systems.

  5. Strong knowledge of MS Office.

  6. Strong organizational, communication, and interpersonal skills.

TERMS OF EMPLOYMENT: Manual Trades Pay Grade 7, 226 days; 8 Hours/Day; Wage/hour Status: Non-Exempt

 

MAJOR RESPONSIBILITIES AND DUTIES

1.       

Receive phone calls from and assist end-users to resolve software problems.

2.       

Work cooperatively with end-users to detect and resolve hardware problems.

3.       

Communicate with software and hardware vendors to resolve end-user problems.

4.       

Communicate with Director of Information Systems to resolve end-user problems with enterprise applications (TEAMS, CIMS, SEMS and etc.) and internally developed programs.

5.       

Communicate with Application Support Specialists to resolve end-user problems with external applications.   

6.       

Process technology related work orders and assign priorities for ESC Technicians.

7.       

Assist ESC Technicians with the upgrade, configuration and repair of equipment in the ESC as phone traffic allows.

8.       

Evaluate and recommend technology repairs or replacement based on service costs.

9.       

Maintain service logs and response time data to identify areas for improvement in products and services.

10.   

Oversee software licenses and materials to ensure compliance with copyright laws.

11.   

Compile, maintain and file all physical and computerized reports, records and other documentation as required.

12.   

Comply with policies established by federal and state law, State Board of Education rule, and local Board policy.

EQUIPMENT USED:
 Hand tools and test instruments for electronic repairs and cable testing.  Personal computers and peripherals including modems, printers, etc.

WORKING CONDITIONS:
Mental Demands:  Reading, ability to communicate effectively (verbal, electronic, and written); maintain emotional control under stress; ability to operate computer and other technologies listed; ability to evaluate instructional materials, speak in public, design and organize training materials and to schedule multiple tasks.

Physical Demands:  Moderate standing, sitting, stooping, bending and lifting; repetitive hand motions and prolonged use of computer.  Occasional assistance in laboratory installation and configuration; close work with a variety of electronic equipment. Occasional prolonged and irregular hours; frequent district-wide travel. 

The foregoing statements describe the general purposes and responsibilities assigned to this job and are not an exhaustive list of all responsibilities, duties, and skills that may be required.  04/09 SR