MT. PLEASANT ELEMENTARY SCHOOL DISTRICT

JOB DESCRIPTION – TECHNOLOGY SUPPORT ASSISTANT

JOB TITLE:  Technology Support Assistant

GENERAL SUMMARY:  The role of the Technology Support within the District is to ensure the working success of all technologies, hardware, software and peripherals, at the District Office and the school sites by providing needed and ongoing support to teachers and other District and school staff in the use of technology that includes but is not limited to desktop and laptop computers and related peripherals, audio-visual equipment and related peripherals software, web based applications, site based servers and networks.

BASIC FUNCTION:

Under the direction of the District Technology Director the Technology Support Assistant will initiate, develop and assist with essential district technology projects and/or programs as appropriate. Initiate and assist in installing, repairing and maintaining the District’s technology equipment including hardware, audio-visual equipment, software, web based applications, peripherals, network infrastructure and network operational support to ensure minimal down time and the greatest staff productivity. Duties include determining causes of computer, software, network, audio-visual equipment and peripherals malfunctions through evaluation and testing and resolution via modifications, repair, or external support assistance, working with outside technology venders, contract support persons and consultants as well as providing technical assistance and support for all technology users in the District.

Essential Functions & Responsibilities

REPRESENTATIVE DUTIES:

• Work in coordination with the District Technology Director and serve as a support to that position.
• Work cooperatively with District and site based staff, site based technology support groups, selected teams and the District Technology Director to support the District’s curriculum and instructional goals and programs as they relate to the use of technology.
• Provide technical assistance and support to all technology users in the district for hardware, software, web based applications, peripherals and network issues.

• Communicate with outside organizations and vendors to discuss or coordinate repair activities, obtain information, order supplies, and resolve issues or concerns.

DUTIES - DETAILED:

The Technology Support Assistant may perform all or a combination of the following:

• Assist staff members with problems relating to daily or routine technology usage.
• Handle questions pertaining to software, web based applications, peripherals and hardware necessary to facilitate job completion.
• Help to support the maintenance, operation and management of the District’s existing hardware, audio-visual equipment, software, peripherals and network equipment.
• Maintain strict confidentiality (e.g. passwords and other system security features as well as confidential data) for the purpose of ensuring district network security.
• Perform service maintenance, minor repairs and/or installations as necessary as well as configure local workstations, printers and peripherals on-site as needed.
• Troubleshoot and diagnose equipment on-site via testing and information gathering using a systematic approach to determine causes of hardware, software, peripherals and network malfunctions.
• Through evaluation and testing determine if problems can be fixed at the site and/or resolved by way of additions, modifications, external support assistance via warranty and/or if district repair or vender services are needed.
• Perform all functions and procedures necessary to establish and maintain laptop computer and other wireless device connections to the District’s wireless network.
• Perform all functions and procedures necessary to install and maintain school based application server hardware and software.
• Perform all functions and procedures necessary to install and maintain school based printers and other peripherals.
• Perform all functions and procedures necessary to install District approved applications.
• Perform all functions and procedures necessary to install configure a master disk image for cloning.
• Perform product research via the web and make direct vender contacts.
• Help to inspect and verify all technology purchases as they arrive at the District warehouse and/or school sites, to include unpacking and setup of equipment, the installation of software and configuration of user accounts etc. on District computers.
• Team with the District Technology Director and/or site based technology support groups in determining computers and other hardware needs and recommending hardware solutions.
• Team with the District Technology Director and/or site-based technology support groups in meeting any future responsibilities, needs or assignments.
• Process requests regarding technology hardware or software usage and network account and file server needs from various sources (e.g. e-mail, telephone, in-person, website) for the purpose of providing immediate solutions and/or referring issues to site based technology support groups, the District Technology Director or other available technology resources as necessary.
• Prepare written materials for review by the District Technology Director (e.g. correspondence, reports, forms, self-help materials) for the purpose of maintaining records, providing assistance, and/or to disseminate information relating to technology use to the appropriate staff.
• Help to maintain an accurate inventory, including warranty information, of the technology equipment throughout the District in order to provide up-to-date information for use by the District Technology Director.
• Assist the District Technology Director in the preparation of purchase orders for technology equipment and materials.
• Along with the District Technology Director, serve as a contact for vendors of technology related products and services.
• Acquire and update skills as necessary by participating in ongoing trainings to maintain existing and to develop new job related skills.

• Perform other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the District’s technology environment.

Qualifications and Skills:

Specific ability-based competencies required to satisfactorily perform the functions of the job include but are not limited to: working under limited supervision; problem solving to identify issues and select action plans; schedule activities; setting priorities; perform multiple technical tasks; being attentive to detail; working with frequent interruptions; operating equipment used in computer networking; preparing and maintaining accurate records; using pertinent office software; diagnostic applications and operating standard office equipment; working as part of a team; communicating with diverse groups via email, phone and in person; conveying technical information to non-technical audiences; meeting deadlines and schedules; gather, collate, and/or classify data; and consider a wide variety of factors when providing technology support; work with data of varied types and/or purposes and work with a diversity of individuals.

KNOWLEDGE AND ABILITIES:

KNOWLEDGE OF:

Demonstrated knowledge of and ability to support the Macintosh operating system and related software. Knowledge of and ability to support the iPad, iPod operating system, related hardware and software would be a plus.

Demonstrated knowledge and ability to support Microsoft Office for Mac including the Entourage and Outlook eMail client applications.

Demonstrated knowledge of and ability to support Windows XP and later Windows desktop and server operating systems would be a plus. Demonstrated knowledge of and ability to support Microsoft Office for Windows and the Outlook eMail client application for Windows would be a plus. Knowledge of network support and proper functionality of the network would be a plus.

ABILITIES:

Ability to understand and follow oral and written directions; establish and maintain cooperative and effective working relationships with others; communicate politely and effectively both written and orally; coordinate effectively with user personnel and management as well as interpersonal skills including tact, patience and courtesy; work on multiple tasks with minimal supervision and monitor the progress of projects.

Access to personal transportation, possess a valid driver's license and drive to various sites to assist others or make repairs as needed.

PHYSICAL ABILITIES:

Clear vision; dexterity and precision of hands and fingers required in the operation a computer keyboard and use specialized tools; ability to stand &/or sit for prolonged periods; exposure to visual display terminal for prolonged periods. Tasks may require the ability to reach overhead, above the shoulders and horizontally, bend at the waist, kneel or crouch some climbing, balancing and/or crawling; ability to lift, carry, push or pull heavy objects; transporting of a variety of items (e.g. equipment, computers, printers, supplies, etc.) for the purpose of providing materials at school sites or transporting equipment for installation or repair. Must be able to lift up to 70 pounds.

MENTAL DEMANDS:

Requires concentration and attention to detail; may experience frequent interruptions; may occasionally deal with distraught or difficult individuals.  Must be able to maintain a “customer first” attitude under stress.

EXPERIENCE:

Job related experience is required.

EDUCATION:

Any combination of college level coursework, training or experience equivalent to:

Formal and/or informal training in the Macintosh operating system and support.
Formal and/or informal training in the support and repair of Apple hardware.

Formal and/or informal training in Microsoft Office for Mac including the Entourage and Outlook eMail client application for Mac.

Formal and/or informal training in Apple applications (iWork, iLife etc.) and support.

Formal and/or informal training in Microsoft Office for the Windows and the Outlook eMail client application for Windows would be a plus.

Formal and/or informal training in Windows XP and later Windows desktop and server operating systems and support would be a plus.

Formal and/or informal training in networks, proper network functionality and support would be a plus.

Reports to: District Technology Director or designee

LICENSES AND OTHER REQUIREMENTS:

Valid California Driver’s License

Evidence of Insurability

Criminal Justice Fingerprint/Background Clearance

UNIT AFFILIATION:  CSEA

SALARY GRADE:  Range 29                                          WORK YEAR:  11 Month Position