1.0 FTE IT Support Specialist

Title: IT Support Specialist

BAND GRADE SUBGRADE B 10 1 DEPARTMENT: ACCOUNTABLE TO: FLSA STATUS: Information Technology Dept. Customer Support Supervisor Non-Exempt Class Summary: Works in coordination with the IT Customer Support Expeditors, Customer Support Supervisor, IT personnel, to Prov ide Tier 1 workplace support in assigned School/Administrative locations. Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying, di agnosing faults and symptoms using established processes and procedures. Perform root cause analysis and checklists for typical problems, working with other staff as needed. As needed, provid es recommended procedures and controls, to IT Customer Support Expeditor or Customer Su pport Supervisor for problem prevention. Understands error messages and knows where to l ook for solutions to hardware and software problems while maintaining documentation/knowledg e database in accordan ce with district and department standards. Has the knowledge and ability to manage local hard drive with management software and/or anti-virus soft ware. Has a basic understanding of how a UPS functions on a network. Works in a team setting, sharing information and assisting others as needed.

Distinguishing Characteristics:

Duty No. Essential Duties Frequency Band/Grade 1 Provide workplace technical support in assigned location. 2 Level I support for site intranet/internet 3 Level I support for network hardware not limited to: routers, servers, switches, wireless, VOIP phones, security system

4 Level 1 support for business services/facility software 5 Deploy computer images 6 Troubleshoot software/hardware problems 7 Install, manage, and troubleshoot network printers 8 Assist facility/staff with basic use of business/curriculum software 9 Use IT Ticket System/Inventory Management System 10 Connect/Troubleshoot classroom display devices

11 Install/Troubleshoot wireless display devices 12 Other duties as assigned

Knowledge: Must have the knowledge to manage network devices such a s M a c s o r P C s , M o b i l e Devices, Ethernet, Printers, Servers, Wireless, VOIP Phones, Chromebooks.

Skills: (position requirements at entry): Able to work independently to identify and problem solve a multitude of technical tasks on (including, but not limited to) desktop computers, phones, chromebooks, software or other identified network hardware. Must have the skills to develop and train users on proper network procedures and applications.

Training and Experience (position requirements at entry) : Minimum one-year network/technical support of a like environment. Has Microsoft Active Directory experience. Understands and has experience working on a physical network with Ethernet connectivity.

Licensing Requirements (position requirements at entry) : Must have a valid Alaskan Driver's License.

Physical Requirements: Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force freq uently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. S e d e n t a r y w o r k i n v o l v e s s i t t i n g m o s t o f t h e t i m e . J o b s a r e sedentary if walking and standing are required only occasionally and all other sede ntary criteria are met.

Classification History: Adopted CEC 04/15/2025 Revised