IT Support Technician

CLASSIFIED

JOB DESCRIPTION

POSITION: IT Support Technician

REPORTS TO: Director of Technology and Data Support Services

SALARY: Classified Salary Schedule: Range 40

JOB LOCATION: North Orange County ROP Education Center, 385 N. Muller Street, Anaheim, CA 92801

DEFINITION & SCOPE OF PRACTICE:

The IT Support Technician plays a key role in delivering frontline technical support for classroom and instructional technology across more than 25 remote school sites. This position is responsible for the installation, maintenance, and troubleshooting of desktop computers, mobile devices, smart devices, and classroom equipment. The technician ensures timely resolution of help desk tickets, provides direct support to instructional staff, and may participate in an on-call rotation to maintain service continuity. Occasional evening support may be required to accommodate classroom schedules and ensure uninterrupted instructional operations.

ESSENTIAL DUTIES & RESPONSIBILITIES (Other duties may be assigned):

The following typical duties and responsibilities are examples of the work performed by employees assigned to this position. It is not a complete statement of essential functions, responsibilities, or requirements. Typical duties and responsibilities represent the minimum level of knowledge, skills, and/or abilities. Management retains the right to add, modify, change, or rescind the typical duties and responsibilities of this position at any time. Reasonable accommodation(s) may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

• Assist with inventory management, equipment deployment, and asset tracking to support operational efficiency.
• Assist with onboarding and offboarding processes by preparing and recovering technology assets.
• Assist with user account setup and management across platforms such as Active Directory, Google Workspace, and Microsoft 365.
• Collaborate with other IT staff to ensure consistent and reliable technology services across the organization.
• Configure and support networked devices such as printers, VoIP phones, and smart classroom tools.
• Connect devices to wired and wireless networks and troubleshoot basic connectivity issues including DHCP, DNS, and Wi-Fi access.
• Coordinate with vendors and external service providers for warranty repairs and specialized support.
• Document support activities, resolutions, and asset changes in the ticketing system to maintain accurate records.
• Install, configure, and maintain operating systems (Windows, macOS, Chrome OS) and standard applications to support instructional and administrative needs.
• Maintain antivirus and endpoint protection software across devices to ensure cybersecurity compliance.
• Maintain documentation for standard operating procedures and troubleshooting guides.
• Monitor system performance and proactively identify potential issues to minimize disruptions.
• Participate in an on-call rotation and provide occasional after-hours support for evening classes or emergency issues as needed.
• Provide basic support for IoT and smart devices including security cameras, door access systems, and environmental sensors.
• Provide basic training and guidance to end-users on technology use to promote digital literacy and self-sufficiency.
• Provide remote and on-site technical support for desktops, laptops, mobile devices, printers, projectors, and other instructional and office technology.
• Provide technical support for Microsoft 365 applications including Outlook, Teams, OneDrive, and the Office suite.
• Respond to help desk tickets by diagnosing hardware and software issues; resolve or escalate as appropriate to ensure timely resolution.
• Support classroom technology including document cameras, smartboards, projectors, casting/presentation systems, and audio-visual equipment.
• Support software updates and patch management across devices to maintain system integrity.
• Travel regularly to remote school sites to provide hands-on support and ensure technology readiness.
• Perform other related duties as assigned.

DESIRED QUALIFICATIONS

KNOWLEDGE OF:

• Antivirus and endpoint protection software and practices to ensure device security and compliance
• Basic networking concepts including IP addressing, DHCP, DNS, and Wi-Fi connectivity
• Career Technical Education
• Classroom and instructional technologies including smartboards, document cameras, projectors, and audio-visual systems
• Correct English usage, including grammar, punctuation, spelling, and writing conventions
• Data privacy and security best practices in educational environments
• Desktop operating systems including Windows, macOS, and Chrome OS, and their application in instructional and administrative environments
• Effective communication and training strategies to support end-user technology adoption and troubleshooting.
• Exercise diplomacy and tact in dealing with difficult or sensitive people, issues, and situations
• Help desk systems and ticketing workflows for documenting support activities and resolutions
• Inventory management systems and asset tracking procedures.
• IoT and smart devices commonly used in educational settings, including security cameras and door access systems
• Microsoft technologies: M365, Teams, SharePoint, OneDrive, Outlook, Word, Excel, PowerPoint, Access, etc.
• Networked devices including printers, VoIP phones, and smart classroom tools
• Principles and practices of high-quality customer service
• Providing support over remote connection tools
• Remote support tools and techniques for assisting users across multiple sites
• Sensitivity to socioeconomic and diversity inside the workplace and within the communities served by the program
• Software update and patch management processes to maintain system integrity and performance
• User account management systems such as Active Directory, Google Admin Console, and Microsoft 365 Admin Center

SKILLS AND ABILITIES TO:

1. Approach their role with a strong sense of personal accountability for supporting employee and student success through reliable and effective technology services

2. Commit to honoring NOCROP's Mission, Vision, strategic goals, and student learning outcomes

3. Communicate effectively with both technical and non-technical personnel to explain procedures, provide guidance, and resolve issues

4. Deliver timely and accurate technical support to educational partners, instructors, administrators, and staff across multiple sites

5. Demonstrate a collaborative mindset and contribute to team-based problem-solving and continuous improvement efforts

6. Demonstrate problem-solving and critical-thinking skills to resolve incidents or escalate issues appropriately

7. Demonstrate proficiency in supporting Microsoft 365 applications and services including Outlook, Teams, OneDrive, and the Office suite

8. Diagnose and resolve hardware, software, and connectivity issues efficiently to minimize instructional and operational disruptions

9. Document technical support activities, resolutions, and asset changes in help desk ticketing systems with attention to detail

10. Exercise diplomacy and tact when assisting users with technical challenges, especially in high-pressure or time-sensitive situations

11. Interpret, apply, and adhere to NOCROP's Professional Standards and regional partner policies and procedures as well as state and federal regulations, including, but not limited to maintaining confidential student records in compliance with Family Educational Rights and Privacy Act (FERPA)

12. Maintain accurate inventory records and assist with equipment deployment and asset tracking

13. Maintain punctuality and minimal absences

14. Modify workday and workweek to occasionally work evenings and weekends with advanced notice when required

15. Organize and prioritize tasks, manage time effectively, and meet deadlines in a dynamic environment.

16. Organize and prioritize work, problem-solve, critically think, and meet deadlines

17. Perform in an independent, self-directed manner with minimum supervision, intellectual awareness, and a high level of initiative

18. Periodically upgrade technical skills to meet changing job conditions and emerging technologies.

19. Present positive first impressions and maintain a lasting professional representation of NOCROP

20. Provide basic training and guidance to end-users to promote confidence and independence in technology use

21. Provide detailed and technical information concerning policies and procedures where interpretation, judgment, and knowledge of systems and regulations are required.

22. Provide excellent client service and work calmly, professionally, with attention to detail

23. Safely lift and move equipment (up to 50 lbs.) and perform physical tasks related to setup and maintenance of technology

24. Travel frequently to remote school sites to provide hands-on support and ensure technology readiness

25. Utilize remote support tools and techniques to assist users across multiple locations

26. Work independently with little direction

MINIMUM QUALIFICATIONS

EDUCATION, EXPERIENCE, & TRAINING:

● A high school diploma or general education degree (GED).

● One (1) or more years of experience in desktop support, IT help desk, or an information services and technology support-related role.

● Technical certification(s) (e.g., CompTIA A+, Google IT Support, Microsoft MCP) are desired.

● Experience in an educational or public sector environment is desired.

LICENSES AND CERTIFICATES:

● The incumbent is required to maintain a valid Class C or Class 3 California driver's license and acceptable driving records to perform deliveries or travel to various facilities.

PHYSICAL AND MENTAL REQUIREMENTS:

The following physical and mental requirements described are representative of those that must be met by an employee to successfully perform the essential functions of employees assigned to this position. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions of this position.

Physical Demands

While performing the duties of this job, employees are regularly required to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel, or operate computers and standard office equipment; reach with hands and arms from the waist to at or above shoulder level; bend, stoop, push, pull, grasp, squat, kneel, and twist to open file cabinet drawers, and lift up to fifty (50) pounds from ground, waist, and chest level; travel over uneven terrain that may include gravel, dirt, or stairs. Specific abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Mental Demands

While performing the duties of this job, an employee is regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and difficult office administrative problems; observe and interpret people and situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with administrators, staff, teachers, partner district personnel, governmental agencies, and others encountered in the course of work.

WORK ENVIRONMENT:

The following work environment characteristics described are representative of those an employee may encounter while performing the essential functions of employees assigned to this position. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

Employees in this position typically work in an office or school environment that is clean, generally hazard-free, has minimal and noise or temperature variations, and is moderately paced with moderate to high pressure. The employee may need to occasionally travel or work evenings and weekends to complete or participate in work-related assignments and events.

NONDISCRIMINATION IN EMPLOYMENT (Board Policy, 4030):

The Governing Board is determined to provide ROP employees, volunteers, and job applicants with a safe, positive environment where they are assured of full and equal employment access and opportunities, protection from harassment or intimidation, and freedom from any fear of reprisal or retribution for asserting their employment right under the law. This policy shall apply to all ROP employees and, to the extent required by law, to volunteers and job applicants.

No ROP employee shall be discriminated against or harassed by any coworker, supervisor, manager, or other person with whom the employee comes in contact in the course of employment, on the basis of actual or perceived race, color, national origin, ancestry, religious creed, age, marital status, pregnancy, physical or mental disability, medical condition, genetic information, military and veteran status, gender, gender identity, gender expression, sex, or sexual orientation or his/her association with a person or group with one or more of these actual or perceived characteristics, at any ROP site and/or activity.

Job Type: Full-time

Pay: $5, $5,682.00 per month

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: In person