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Temp. Technology Support Specialist

4 weeks ago

Vernon Hills, United States Hawthorn District 73 Full time
Position Type:
Technology/Tech Support Specialist

Date Posted:
3/12/2024

Location:
District

Date Available:
ASAP

Closing Date:
Until filled
JOB OVERVIEW:
The Technology Support Helpdesk Associate (Tier 1) provides technology support for end users
through troubleshooting and problem-solving. This position serves as the first point of contact for
technical support issues and is responsible for creating and managing support request tickets.
Primary responsibilities include on-site support, remote support, and answering help desk phone
calls.

PERFORMANCE RESPONSIBILITIES:
1. Provide on-site, phone, and remote support to Hawthorn 73 technology student and staff users
("customers") as required.
2. Create, monitor, track, schedule, update, and close district work orders within the helpdesk
ticketing system in a timely manner.
3. Effectively hand off issues to higher level technical support personnel or appropriate
individuals in other departments, as needed.
4. Follow through to ensure problems are resolved and customers are updated.
5. Develop in-depth product knowledge to resolve customer questions and issues and contribute
to the department's knowledge base.
6. Assist with password resets for network and email accounts.
7. Provide basic technical support.
8. Assist with basic device network connectivity.
9. Provide application software support.
10. Maintain the knowledge and skills necessary to assist in the maintenance of records and
inventory.
11. Assist with device deployment.
12. Troubleshoot and repair various hardware.
13. Setup, troubleshoot and repair audio/visual devices and support live stream events.
14. Achieve a high level of competency in the district's asset management system and at a
minimum, one other major system as determined by the supervisor.
15. Setup new users within the district print management system.
16. Ensure the setup of new student users is communicated to staff including hardware peripheral
distribution in a timely manner.
17. Perform new user creation, moves or changes within Google Admin console.
18. Coordinate with building staff to ensure the reclamation of devices from staff and students
when they leave the district.
19. Performs other tasks and responsibilities assigned by the Technology Support Supervisor.
This job description is intended to describe the general nature and level of the work being
performed by employees assigned to this position and is not an exhaustive list of all duties and
responsibilities. The District reserves the right to amend and change responsibilities to meet
business and organizational needs as necessary.

QUALIFICATIONS:
1. Possess excellent communication, interpersonal, organizational, and presentation skills, both
written and verbal, with a strong customer-service attitude.
2. Ability to establish and maintain effective working relationships with staff, students, and the
public.
3. Ability to collaborate efficiently in a team environment.
4. Ability to work with people and communicate clearly on technical issues.
5. Demonstrate strong analytical, organizational, and problem solving skills.
6. Demonstrate proficient use of the English language in written and oral forms.
7. Ability to work independently and perform tasks without direct supervision.
8. Ability to organize and prioritize multiple tasks, maintain records, and to work with
interruptions.
9. Possess a technical aptitude and demonstrate troubleshooting and problem solving skills.
10. Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, and
emails.
11. Demonstrate experience with computer and mobile device operating systems and application
installations.
12. Possess an understanding of basic networking concepts.
13. Apple and Google (or other relevant) certifications preferred.
14. Knowledge of Jamf School MDM and Google Admin Console preferred.
15. Working knowledge of Microsoft Office Suite/Google Suite (specifically spreadsheets).

PHYSICAL CONTEXT OF THE JOB:
This position requires the ability to lift and move computer equipment up to 40 pounds.
Climbing, lifting, bending, and reaching are routine activities of the position. Driving between
district buildings is required. Use of hand tools is required. The position could include
prolonged periods of sitting, walking, and/or standing.

TERMS OF EMPLOYMENT: This is a temporary position. End date: September 1st, 2024.

COMPENSATION: $15/hour

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