Job Title: Specialist II- IT Support

Department: Information Technology

Pay Grade: I230

FLSA Status: Non-Exempt

Reports to: Manager IV – User Support

GENERAL PURPOSE

Responsible for providing support of desktop, laptop and peripheral devices within the district; testing, installing and connecting various computers in the networks; and troubleshooting and diagnosing hardware problems, computer repairs and desktops at all district locations.

ESSENTIAL JOB FUNCTIONS

• Demonstrate a high level of expertise and professionalism building partnerships with customers.
• Assess work order requests determining appropriate solutions and/or technical assistance required to address requests further when necessary.
• Perform repairs of District computing equipment such as Chromebooks, desktops, laptops, etc.
• Monitor critical and high priority work order requests to ensure timely resolutions at a variety of sites.
• Provide mentorship and technical support to other department technicians.
• Effectively support computer setup and configuration in a network environment, including peripheral devices such as printers, scanners, projectors and other equipment to support the success of District staff and students.
• Maintain various manual and electronic documents, files and records providing up-to-date reference and audit trail.
• Monitor and troubleshoot computer hardware performance, diagnose peripheral issues and provide hardware replacement, cleaning or repair, as needed, according to manufacturer’s specifications ensuring effective use of technological resources.
• Perform testing of repaired equipment prior to returning the equipment to the user providing quality customer service.
• Perform other related duties as required/assigned.

QUALIFICATIONS AND REQUIREMENTS

Education and Experience

Bachelor’s degree in job related area preferred. Minimum of two (2) years of job related experience is required.

Certificates, Licenses and Other Special Requirements

CompTIA A+ certification preferred. Must pass a Criminal Background Clearance, the results of which must be satisfactory to the District, required.

Knowledge, Skills, and Abilities

Knowledge of algebra and/or geometry; review and interpret highly technical information, write technical materials, and/or speak persuasively to implement desired actions; and analyze situations to define issues and draw conclusions. Knowledge based competencies required to satisfactorily perform the functions of the job include current generation and legacy computer operating and networking systems; server and computer hardware/network and troubleshooting techniques; and understanding LAN and WAN systems. Skill to perform multiple, technical tasks with a need to routinely upgrade skills in order to meet changing job conditions. Skill based competencies required to perform the functions of the job, including utilizing pertinent software and other technology; adhering to safety practices; and planning and managing projects. Ability to read technical information, compose a variety of documents, and/or facilitate group discussions. Ability to analyze situations to define issues, draw conclusions and create action plans. Ability to schedule a number of activities, meetings, and/or events; gather, collate, and/or classify data; and use job-related equipment. Ability to work with others under a wide variety of circumstances; working with data utilizing defined but different processes; and operate equipment using defined methods. Ability to work with a significant diversity of individuals and/or groups; work with data of widely varied types and/or purposes; and utilize job-related equipment. Ability to collaborate and communicate effectively with internal and external stakeholders. Ability to apply critical thinking/problem solving to improve work processes. Ability to convey technical information to non-technical audiences. Ability to maintain confidentiality; set priorities; meet deadlines and schedules; work with detailed information; and adapt to changing priorities. Ability to set high expectations for self and others; set and monitor progress toward goals; and utilize and offer effective feedback for continuous improvement.

Working Conditions and Physical Requirements

Work environment is primarily inside, where the noise and temperature levels are moderate. The work is medium work that requires exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Must possess the physical ability to perceive the nature of sounds, make rational decisions through sound logic and deductive processes, express or exchange ideas by the spoken word, substantial movements (motions) with the hands, wrists, and/or fingers, and discern letters or numbers at a given distance. Additionally, the following physical abilities are required: balancing, climbing, crawling, crouching, feeling, grasping, handling, hearing, kneeling, manual dexterity, mental acuity, reaching, repetitive motion, speaking, standing, stooping, talking, visual acuity and walking.