District Tech Support Associate - Tier 1

QUALIFICATIONS:

1. Ability to work with people and communicate technical issues.

2. Demonstrate strong analytical, organizational, and problem-solving skills.

3. Demonstrate proficient use of the English language in written and oral forms.

4. Possess excellent communication, interpersonal, organizational, and presentation skills, both written and verbal.

5. Ability to establish and maintain effective working relationships with staff, students, and the public.

6. Ability to work independently and perform tasks without direct supervision.

7. Ability to work efficiently as part of a team.

8. Ability to organize and prioritize multiple tasks, maintain records, and work with interruptions.

9. Possess a technical aptitude and demonstrate troubleshooting and problem-solving skills.

10. Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, and emails.

11. Demonstrate experience with computer and mobile device operating systems and application installations.

12. Possess an understanding of basic networking concepts.

13. Demonstrate basic skills in spreadsheet, word processing, and presentation software.

REPORTS TO: Technology Support Supervisor

PURPOSE OF JOB: This position provides technology support for end users through troubleshooting and problem-solving. This position serves as a first point of contact for technical support issues and is responsible for creating and managing support request tickets. Primary responsibilities include on-site support, remote support, and answering help desk phone calls.

ESSENTIAL FUNCTIONS:

1. Provide phone, onsite, and remote support to Barrington 220 technology student and staff users ("customers") as required.

2. Create, monitor, track, schedule, update, and close district work orders within the ticketing system in a timely manner.

3. Effectively hand off issues to higher-level technical support personnel or appropriate individuals in other departments.

4. Follow through to ensure problems are resolved and customers are updated.

5. Develop in-depth product knowledge to resolve customer questions and issues and contribute to the Knowledge Base.

6. Assist with password resets and multi-factor authentication (MFA) setup and troubleshooting.

7. Provide basic computing device technical support.

8. Assist with basic device network connectivity.

9. Provide support for audio/visual equipment in a classroom setting.

10. Provide application software support.

11. Maintain the knowledge and skills necessary to assist in the maintenance of records and inventory.

12. Assist with device deployment and imaging when requested.

13. Performs other tasks and responsibilities assigned by the supervisor.

PHYSICAL CONTEXT OF THE JOB: Driving among district schools is required. An ability to work extended hours (on call) may sometimes be needed. This position requires the ability to lift and move equipment up to 40 pounds. Climbing, lifting, bending, and reaching are routine activities of the position. Driving between district buildings is required. The use of hand tools is required. The position could include prolonged periods of sitting, walking, and/or standing. This position is evaluated by the Technology Support Supervisor with input from the Director of Technology Services.

TERMS OF EMPLOYMENT: (Completed by the Office of Human Resources)