IT Support Specialist

2 weeks ago

Keller, Texas, United States Keller Independent School District Full time
Job Title: Technician Wage/Hour Status: Non-Exempt

Job Role: Support Funding Source:

Pay Grade: OS 7

Department/School: Technology

Function: Technology

Reports to: Field Operations Coordinator

SUMMARY:

Provide exceptional and professional assistance to implement, troubleshoot, and resolve issues related to all endpoint devices, software, and peripherals across various operating systems including Windows, Android, and Apple.

The essential functions, as per the Americans with Disabilities Act, may include the characteristic duties and responsibilities noted herein; however, this list represents examples only and is not exhaustive of all functions and tasks performed by positions in this job description.
  • Exemplify core organizational beliefs and values; execute duties effectively and efficiently to support and contribute to high student achievement.
  • Facilitate program support and service delivery; communicate effectively within and across teams and engage in cross-functional work groups.
  • Uphold a commitment to the District mission; model District expectations through personal leadership and actively support the efforts of others to achieve District goals.
MAJOR RESPONSIBILITIES AND DUTIES

Technology and Audio Visual
  • Provide prompt, courteous, and professional service to end-users at all times in a time-sensitive educational environment.
  • Deploy, update, configure, and troubleshoot all endpoint devices including mobile devices, hardware, software, applications, and mobile apps in Microsoft, Google, and Apple environments.
  • Adhere to ITIL procedures to complete tasks for incidents, requests, and problem resolution.
  • Diagnose and resolve incidents and requests effectively in the field, via phone, and using remote support tools.
Analysis and Collaboration
  • Offer technical assistance to fellow Technicians when necessary.
  • Participate in various meetings to convey and gather information regarding a wide array of subjects essential to fulfilling responsibilities.
  • Assist Service Desk, Specialists, and Analysts in gathering information and deploying services.
Recordkeeping, Reporting, and Inventory
  • Document all issues, activities, and resolutions using clear and consistent language.
  • Utilize knowledgebase and recommend documentation enhancements.
  • Conduct inventory management of equipment, wiring, and accessories to prevent shortages.
Policy, Reports, and Law
  • Prepare technical reports by collecting, analyzing, and summarizing information and trends, tracking statistics on issue and problem resolution.
  • Maintain confidentiality.
  • Foster excellent working relationships and communicate effectively with all District personnel and the community.
  • Develop and maintain systems for information retrieval in support of all programs; compile, maintain, file, and secure all physical and computerized reports, records, and other required documents.
  • Pursue professional development activities for self and ensure alignment with District goals and initiatives as well as current professional research.
  • Comply with all policies, operating procedures, legal requirements, and verbal and written directives.
  • Adhere to the Professional Code of Ethics and Standard Practices for Texas Educators.
  • Follow District safety protocols and emergency procedures.
  • Perform other related duties as assigned.
QUALIFICATIONS:

Education/Certification:
  • High School Diploma
  • Valid Driver's License
  • A+, Net+ or operating system certification (preferred)
Experience:
  • Two (2) years of audio/visual technical services (preferred)
  • Experience in K-12 educational organizations (preferred)
SPECIAL KNOWLEDGE/SKILLS/ABILITIES:
  • Knowledge of ITIL
  • Knowledge of change management
  • Knowledge of tools and techniques to measure service delivery against agreed service levels
  • Excellent communication skills, both written and verbal
  • Ability to ensure timely delivery of quality technical support services to clients
  • Familiarity with the software or hardware systems being supported and effective personnel management skills
  • Experience in managing vendors and external service providers
  • Strong organizational skills
SUPERVISORY RESPONSIBILITIES:
  • None
MENTAL/PHYSICAL DEMANDS AND ENVIRONMENTAL FACTORS:

Tools/Equipment Used:
  • Standard office equipment including personal computer and peripherals
  • IP network equipment (Ethernet and AVB cables)
  • Computer systems (macOS and PC operating systems)
Posture:
  • Prolonged sitting and standing; bending/stooping, pushing/pulling, and twisting
Motion:
  • Repetitive hand motions, frequent keyboarding and use of mouse; occasional reaching
Lifting:
  • Occasional lifting and carrying of 50 to 80 pounds
Environment:
  • May work prolonged or irregular hours; occasional districtwide and statewide travel
  • Work to be completed on-site from assigned school or building; regular exposure to noise and computer monitors
  • No remote work
Mental Demands:
  • Work with frequent interruptions; maintain emotional control under stress; prolonged or irregular hours

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