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Technical Support Specialist

4 months ago

Philadelphia, United States The School District Of Philadelphia Full time
This is a full-time, PFT role. The salary grade for this posting is 0023A. The salary range is $38,016 to $67,112. Please note that the final salary will be determined by our Classification and Compensation team after reviewing the candidate's experience and considering our internal salary equity. All new to PFT will start on the starting step 3 since this is a 2 drop step role. All current PFT starting step will vary based on their current salary/step grade.

Note - This is an onsite role based out of Fitzpatrick Annex (4101 Chalfont Drive, Philadelphia PA 19154) with occasional reporting to the Central Office Administration building

Title: Technical Support Specialist

Department: Varies

Reports To: Administrative Supervisor

Job Summary:

Performs technical computer support work of moderate scope and difficulty, providing technical assistance to school and administrative office staff. Responds to routine and requests regarding the repair, maintenance, and resolution of problems associated with computer malfunctions by telephone. Provides on-site technical support on a rotational basis, in the use and maintenance of personal (PC/Windows) or Macintosh computer hardware and software, as well as performing end user LAN attached hardware support. Provides technical support throughout the District to users of the school District's legacy systems.

Essential Functions:

•Provides users with solutions to basic problems; troubleshoots computer, printer and network problems; troubleshoots legacy systems problems; directs specialized questions to higher level personnel or outside vendors for further technical support when necessary.
•Provides answers and assistance by telephone, to staff in schools and/or administrative offices; addresses inquires pertaining to computer software and hardware, including peripheral devices.
•Creates and maintains work orders in the electronic tracking system; forwards work orders to the appropriate support unit when necessary; documents all steps taken to resolve issues in the electronic tracking system.
•Provides on-site technical support to users in the resolution of problems associated with PC/Windows or Macintosh computer malfunctions; investigates hardware problems; responds to requests from users to repair, upgrade, and maintain personal computer hardware and software.
•Assists District staff with the installation and configuration of new computer systems; installs computer hardware, software and memory; installs operating systems for PC/Windows and Macintosh.
•Sets up stand-alone and network printers; replaces printer toner cartridges.
•Schedules and performs preventative maintenance for PC/Windows and Macintosh on a routine basis; documents which computers have received maintenance.
•Configures transmission control protocol and Internet protocol for both static and dynamic addressing.
•Distributes software and documentation under the direction of the Director, Educational Technology; follows District policy in copying software and documentation to distribute to school and administrative staff.
•Abides by and informs users of the District policy regarding software piracy and acceptable use.
•Sets up and configures e-mail accounts.
•Uses District approved diagnostic software to assist users in computer troubleshooting and maintenance.
•Directly and indirectly mentors participants of the Digital Service Fellows and the Computer Support Specialist programs.Minimum Requirements:

•High school diploma or equivalent.
•Three years of full-time, paid, experience in customer support, which have involved assisting users in the maintenance, upgrading, and operation of computer hardware, software, networks, and peripheral devices, one of which has included providing customer support in a technical field by telephone.

Certificates/Licenses:

•A Certified or other standard certification.
•Apple Service certification.
•Possession of a proper class license valid to operate a motor vehicle in the Commonwealth of Pennsylvania prior to appointment and during tenure of employment.

Knowledge, Skills and Abilities:

Demonstrated knowledge of:

o current practices, procedures, and techniques used in the maintenance, repair, and troubleshooting of computer malfunctions, as they pertain to hardware, software, peripheral devices, and network issues.
o networking basics such as LAN, WAN, Mac Manager, NT, and Windows 2000.
o the proper functioning computer hardware, software, and peripheral devices.
Demonstrated skill in:
o troubleshooting and problem resolution.

Demonstrated ability to:

o learn technical operational procedures related to District hardware, software, and peripheral devices.
o maintain user documentation, including printed instructions and other reference materials.
o understand and explain complex instructions pertaining to PC/Windows or Macintosh computer hardware and software.
o present ideas effectively, both orally and in writing.
o establish and maintain effective working relationships.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.