(26-27 SY) Technology Technician I

Job Description - Technology Technician I

Primary Function: Under the direction of the Executive Director of Technology and the Assistant Director of Technology provide onsite, phone based, and/or remote support for technology end-users district-wide. Answer, prioritize, and resolve help desk requests regarding technology hardware, software, and peripheral equipment and other technologies supported by the Technology department. Implement, deploy, configure, update, troubleshoot, and repair technology throughout the district in support of student learning and district operations. Support district technology program priorities and initiatives, such as physical and information security, major implementations, technical training, and automation or streamlining processes utilizing technology.

Responsibilities/Duties: Technical Implements, maintains, and supports Chromebooks, computers, peripheral equipment, telecommunications equipment, audiovisual equipment, copier equipment, campus security systems, and other related technology equipment Configures and supports software for users in the District (instructional and administrative/operational users) Documents and records changes and configurations in support of effective communications and support across the Technology Department and support of users in other departments and campuses Maintains accurate records of time spent and work performed via the Helpdesk work order system Cooperates with staff to ensure that problems are addressed Communicates to staff the timeline expected for repairs to be finished Makes recommendations on purchase of hardware and software Provides coverage for answering and resolving help desk requests Provides real time troubleshooting for Chromebooks, PC, and peripheral problems on the phone, remotely, and in person Maintains knowledge and skills through continual learning in the technical field through training, professional development, and reading/research. Prioritizes which requests receive immediate or routine attention and schedules work accordingly Communicates regularly with members of Technology Team regarding support issues, project tasks, and status of work or repairs Documents troubleshooting steps via the help desk systems on steps already taken to resolve issues prior to escalation to the next-level support Uses and contributes to district standard practices for technical support and documentation of systems and processes Performs preventative maintenance for technology equipment to ensure their useful life (cleaning/dusting air filters, reimaging labs annually, etc.)

Provides cabling and installation where needed, and assists with equipment relocations when needed Works independently at times and collaboratively with other team members and end users to complete tasks with a high degree of initiative and coordination to deliver exceptional customer service and support Pursues required certifications (Dell premier support certification and others) for maintaining warranties, ordering parts, and facilitating technical support Supports networked devices and users of the District network, such as networked PC's, network printers, network phones, wireless connectivity, application servers, etc. Maintains physical security of technology equipment and systems, and supports effective information security Maintains accurate inventory of hardware and software for copyright and license compliance Images and/or reconfigures computer or other technology as directed Documents accumulated knowledge and techniques in the Helpdesk Knowledge base Drives to other campuses to do onsite repairs and other duties as assigned Provides technical training and professional development training to staff and administrators

Other Maintains confidentiality with regard to district records, procedures, and working with other personnel Pursues training in new systems or procedures as necessary to support the direction and goals Adheres to data security standards, acceptable use expectations, and other access controls of the District with regard to technology systems use and access to records, data, and information systems Demonstrates behavior that is professional, ethical and responsible Serves as a role model for all district staff Participates in approved professional development opportunities Performs other duties as assigned

Knowledge and Abilities: Knowledge of: Operation of a computer and assigned software In depth knowledge of technology hardware, software, networks, and other peripherals both wired and wireless. Working knowledge of Microsoft operating systems, Chromebooks, virtual desktops, mobile device management, PC's, Smartboards, projectors, printers, phones, and other instructional or administrative technologies Knowledge of Google G-Suite, Microsoft Office products, Schoology LMS, Class- link, and desktop management software Diversified technical experience Strong organizational skills with the ability to prioritize tasks/workload Methods of collecting and organizing data and information District and Department policies and procedures Relevant federal and state laws and requirements

Ability to: Analyze and interpret problems assigned and present results with clarity and precision. Repair computer and technology equipment.

Effectively communicate and exemplify interpersonal skills Utilize strong organizational skills Work independently with little direction Communicate effectively both orally and in writing Establish and maintain cooperative and effective working relationships with others Maintain regular and consistent attendance Analyze situations accurately and adopt an effective course of action Meet schedules and time lines Plan and organize work Demonstrate strong customer service skills Demonstrate proficiency in English grammar, usage, and writing Demonstrate ability in prioritizing and completing tasks on an ongoing basis

Education/Licenses/Experience: High school diploma or equivalent. Associates degree or technical degree from an accredited institution preferred. A+ or other technical certification preferred. 2+ years of technical support experience preferred. Experience should include hardware installation and configuration, software installation and configuration, hardware and software troubleshooting, and basic support of network devices. Experience with Helpdesk software preferred.

Working Conditions: Mental Demands: Self-motivated, perform tasks with little or no supervision; work with frequent interruptions; able to manage multiple complex projects concurrently; maintain emotional control under stress; ability to communicate effectively (verbal and written); coordinate district support functions.

Physical Demands/Environmental Factors: Lifting/carrying - 15-44 pounds; frequent sitting, standing, walking, climbing, stooping/crouching/kneeling, pulling/pushing, reaching; repetitive hand motions; prolonged use of computer; speaking clearly; occasional district-wide, state-wide travel; work occasional irregular hours and prolonged hours.

Calendar and Salary Range: 225 work days. See current pay grade on the Technology Compensation Plan.

Revised: 2/6/24

The foregoing statements describe the general function and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Employee Signature Date