The primary focus of this position is to accomplish the goals of the Educational Leadership Team, which includes increased academic scores and data analysis, Career Technology Education, and increased retention and graduation. This position works closely on a regular basis with regional Principals and staff providing direct educational and instructional technology support.

This list is illustrative only and is not intended to be a comprehensive list of tasks performed by this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Essential Functions:

• Remote Help Desk and onsite support for most desktop software, hardware and peripherals issues; as needed onsite visits to support end-users, and complete work requests
• Proactive monitoring of infrastructures to identify and resolve issues before downtime occurs; network connectivity troubleshooting and maintenance
• Provide support for all A/V needs. Including setup, training and maintaining full functionality
• Maintain close contact and open communication with clients until an issue has been resolved
• Document within our ticketing system to create detailed work logs and technical documentation
• Accept and work Tier 1 escalation issues for which a higher level of technical expertise is required
• Triage and escalate complex issues to Tier 3 Support Technician and Management appropriately
• Use imaging deployment tools to build and deploy new computer OS packages
• Coordination of service requests with third-party technology providers as needed
• Conduct technical support in line with documented procedures; maintain hardware, software and network inventory, diagrams and related documentation as needed
• Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
• Use communication channels to inform team of important issues and information which will help improve team performance
• Provide new site technology staging and upgrading of older technology as needed
• Maintain a safe learning environment in all areas
• Participate in special projects as required
• Administrative duties, responsibilities, and activities may be assigned or changed from time to time.

Minimum Qualifications:

• Associate degree in Computer Science, Information Services Management or related field required, or
• 3 years’ professional experience in a technology support role with progressive levels of responsibility preferred
• Experience in installing, troubleshooting and maintaining various audio-visual equipment
• Strong experience troubleshooting and resolving hardware, software, systems and network issues
• Proficient with data backup, disaster recovery, and business continuity principals, issues, and solutions, including familiarity with image-based backup systems
• Experience with Google Apps, Chromebooks and tablets in an educational environment
• MCSA or MCITP Server Administrator or Enterprise Server Administrator a plus
• Skilled in MS Office Suite, Outlook, web-based applications, etc.; Experience with Office 365 is a plus
• Experience installing, configuring, and managing network equipment is a plus. (Routers, firewalls, switches, etc.)
• Working knowledge of Windows Server-based network, including Active Directory, Group Policy, DNS, IIS, VPN, and Exchange
• Strong knowledge of Windows client operating systems and standard office applications
• Proficient with data backup, disaster recovery, and business continuity principals, issues, and solutions, including familiarity with image-based backup systems.
• Understanding of small and medium-sized business networking protocols and internet connectivity
• Troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business and users
• Ability to work collaboratively with employees within department and across functions
• Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
• Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
• Ability to conduct research into a wide range of computing issues as required
• Able to work well with stringent deadlines and possess good organizational skills
• Ability to install, upgrade, repair, move, and replace desktops, laptops and peripherals
• Detail-oriented with a strong work ethic focused on providing a positive customer experience