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Technical Support Specialist

2 months ago

Elgin, United States Illinois School District U-46 Full time
Position Type:
Information Services/Specialist

Date Posted:
6/20/2024

Location:
District Wide

Date Available:
07/08/2024

Closing Date:
Until Filled
Position / Title: Technology Specialist

Bargaining Unit: NON-UNION

Department/Location: Information Services

Work Days: 261

Reports To: Supervisor - Technical Support Services

JD Revision Date: 11/09/2017

Supervises: N/A

Function / Position Summary
Analyze and respond to requests for technical support over the phone and in person to provide solutions. Resolve technical issues or elevate resolution to Technical Support Supervisor when needed. Specialist will interact directly with supervisor, faculty, staff, students, and members of the public to ensure a level of high customer service and resolution to technical matters. Will ensure attendance and punctuality is in alignment with the district timekeeping policy. Will track and document all requests to establish and maintain department protocol and timely resolution as defined by the Director of IS. Maintains confidentiality of student/staff information in the school district and in the community. Travel within the district and surrounding communities is required.

Job Duties / Responsibilities
  • Create, resolve, escalate, and close Help Desk tickets using the Help Desk management system.
  • Document all troubleshooting steps and resolutions for future reference using Knowledge Base Solutions.
  • Maintain, analyze, troubleshoot, and repair computers, peripherals, network connectivity, and printers as assigned.
  • Provide support all District testing (PARCC, MAP, ACCESS etc.).
  • Provide training to end users as related to technology.
  • Provide, maintain, and troubleshoot network connectivity.
  • Perform routine tasks, including cleaning, to maintain computer equipment and peripherals.
  • Compile and archive data as assigned.
  • Maintain ongoing organization and cleanliness in assigned computer areas.
  • Record school equipment and asset inventory as assigned.
  • Other duties as assigned.
Education
  • High School Diploma or equivalent.
  • Bilingual English/Spanish written and verbal preferred.
Experience / Knowledge
  • Minimum of one year, hands-on computer support experience.
  • Understanding of TCP/IP (Transmission Control Protocol/Internet Protocol) and networking tools.
  • Demonstrated knowledge of Windows operating systems.
  • Ability to learn and support new applications.
Physical Demands
  • Ability to lift, move, or carry up to 50 lbs. with proper technique.
  • Utilize ladders with proper technique.
Terms of Employment
  • This is a Full Time (40 hours per week) position.
  • Salary and benefits are as established by the Board of Education.
Salary Information
  • 8 hours per day
  • 261 days per year
  • Benefit/pension eligible