Job Title: Specialist Wage/Hour Status: Non-Exempt
Job Role: Senior Technology Funding Source: Local
Pay Grade: OS 11
Department/School: Technology
Function: Technology
Reports to: Director of Technology Support HR Date Approved: August 2016
HR Date Revised: August 2024
SUMMARY:
Delivers courteous and professional services, including the Child Nutrition Department, to deploy, troubleshoot and resolve issues for all endpoint devices, software and peripherals including Windows and Apple desktops, laptops, mobile devices, applications, mobile apps, projectors and interactive displays. Prioritizes service tasks, remote support and field support as assigned through the Service Help Desk or by the Field Operations Coordinator. Documents all service tickets with consistent and accurate information.
The essential functions, pursuant to the Americans with Disabilities Act, may include the characteristic duties and responsibilities noted herein, however, this list represents examples only, and is not a comprehensive listing of all functions and tasks performed by positions found in this job description.
- Model KISD core organizational beliefs and values; perform duties effectively and efficiently for the purpose of supporting and contributing to high student achievement.
- Provide program support and service delivery; communicate effectively within and across teams and participate in cross-functional work groups.
- Maintain a commitment to the District mission; model District expectations through personal leadership and actively support the efforts of others to achieve District goals.
MAJOR RESPONSIBILITIES AND DUTIES
Technical Support
- Deliver non-disruptive prompt, courteous, and professional service to end-users, including the entire Child Nutrition Department, at all times in a time-sensitive learning environment.
- Resolve customer questions/concerns efficiently and effectively through the use of active listening.
- Provide desk side support to end users.
- Escalate issues to Tier III or vendors as necessary.
- Utilize knowledgebase and suggest documentation improvements.
Equipment Repair and Maintenance
- Deploy, update, configure and troubleshoot end-point devices including mobile devices, hardware, software, applications and mobile apps in a Microsoft and Apple environment.
- Troubleshoot and remediate incidents and requests effectively in the field, by phone and using remote support tools.
- Complete tasks for incidents, requests and problem resolution following appropriate processes.
Staff Development
- Mentor technicians and student technical teams with an always-available attitude.
- Lead small project teams as assigned.
- Collaborate with staff for problem management.
- Provide support and assistance for the Service Help Desk and other technical staff as needed.
Records and Reports
- Document all service tickets, activities and resolutions with accurate, consistent and clear information.
- Enter, update and complete service desk tickets with accuracy and clarity.
Policy, Reports, and Law
- Maintain confidentiality.
- Develop and maintain systems for retrieval of information in support of all programs; compile, maintain, file, and secure all physical and computerized reports, records, and other required documents.
- Pursue Professional Development activities for self; ensure that Professional Development activities are aligned with District goals and initiatives and current professional research.
- Comply with all policies, operating procedures, legal requirements, and verbal and written directives.
- Comply with the Professional Code of Ethics and Standard Practices for Texas Educators.
- Follow District safety protocols and emergency procedures.
- Perform other related duties as assigned.
QUALIFICATIONS:
Education/Certification
- High school diploma or equivalent
- A+, Net+ or operating system certification (preferred)
- Associate's degree preferred, or equivalent combination of education and job related experience, or equivalent combination of advanced IT certifications and job related experience.
Experience
- Two (2) years successful experience supporting users' technology or servicing
endpoint devices and software
- Experience in K-12 education organization (preferred)
SPECIAL KNOWLEGDGE/SKILLS/ABILITIES:
- Strong communication and interpersonal skills are a must
- Ability to work in open spaces in a highly collaborative team environment
- Ability to prioritize tasks
- Knowledge in supporting issues and changes through a ticketing system
- Knowledge of troubleshooting issues with Apple and Windows client platforms
- Knowledge to service and repair desktop and laptop hardware and complete warranty RMAs
- Knowledge in supporting users with Apple devices and iOS configurations
- Skill in productivity applications such as Microsoft Office, Google Docs and Office 365
- Ability to support users utilizing remote service and support tools
- Knowledge of self-help strategies
SUPERVISORY RESPONSIBILITES:
MENTAL/PHYSICAL DEMANDS AND ENVIRONMENTAL FACTORS:
Tools/Equipment Used
- Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals; Standard office equipment including personal computer and peripherals
Posture
- Prolonged sitting and standing; regular kneeling/squatting, bending/stooping, pushing/pulling, and twisting
Motion
- Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching; may climb ladders
Lifting
- Occasional light lifting and carrying (up to 30 pounds)
Environment
- Work to be completed on-site from assigned school or building
- Occasional prolonged and irregular hours; frequent districtwide travel
Mental Demands
- Work with frequent interruptions; maintain emotional control under stress