Support Specialist, Level 1

JOB DESCRIPTION Support Specialist, Level 1 GENERAL INFORMATION Title: Support Specialist, Level 1 Union Status: Exempt Department: Technology Services Department Work Year: 260 Days Location: Technology Reports To: Asst Director of Technology Services ISBE Classification/Code: N/A Evaluation: Annually by the Asst Director of Technology Services FLSA Status: Nonexempt Supervisory Responsibilities: N/A GENERAL RESPONSIBILITIES: The Support Specialist will provide technology support for the identified schools in the district. They will have a good understanding of all of the equipment found in the schools in order to troubleshoot, install, and repair as needed. ESSENTIAL FUNCTIONS: Install/troubleshoot/replace, as needed, computer, chromebook and iPad components and peripherals when applicable including ceiling or wall mounted projectors or interactive flat panel (IFP) monitors Provide support and/or repair for current peripherals, including IFP's, document cameras, printers, projectors, docking stations, etc. Maintain technology equipment in assigned schools Install software and apps when required and district approved Troubleshoot system functionality issues and verify correct system operations Perform first-level diagnosis of system hardware and operational problems Enter commands and change system parameters when required Obtain manufacturer's certification for warranty repair Diagnose broken hardware

• determine best method of repair: in-house or manufacturer Order warranty parts through appropriate vendors Deploy school images to computer desktop and laptops when needed Powerwash/provision Chromebooks when needed Use HelpDesk software on a daily basis to track work orders and to enter problem resolution Escalate issues/concerns regarding hardware, software and network problems to management of the department Provide end-user support through MS Active Directory Work within Active Directory to update user and workstation accounts Provide end-user support via e-mail, telephone, and site-visits, as needed Assist in the maintenance of the school and warehouse equipment inventory and processing of outdated equipment Backup and assist Senior and Level II specialists, when deemed appropriate by management Assist in creation of procedures and directions, when needed, to provide best quality of services Other duties and tasks as defined by management JOB REQUIREMENTS: MINIMUM QUALIFICATIONS Excellent customer service skills Excellent time management skills Excellent verbal and written communication skills 1

JOB DESCRIPTION Support Specialist, Level 1 Ability to support Microsoft Windows, Chrome and iOS operating systems Ability to support network printers Ability to install/repair/replace internal and external computer parts (desktop and laptop), chromebook and iPad parts/peripherals as needed Ability to work in a team environment Knowledge of Google Workspace for Education tools Knowledge of Active Directory and Google Admin Console Knowledge of Follett Destiny Asset Management software Knowledge of imaging computers and deployment through Microsoft SCCM Knowledge of Apple mobile devices Knowledge of TCP/IP Knowledge of Apple computers Must hold a valid driver's license with no restrictions and have reliable transportation Must be able to work off-hours as necessary for the purpose of resolving emergencies EDUCATION, CREDENTIALS and/or EXPERIENCE: High School Graduate A+ certification Technology certifications and/or college coursework Physical Demands and Work Environment: While performing the duties of the job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee regularly is required to reach with hands and arms. The employee is regularly required to stand and walk. The employee must regularly lift and/or move up to 20 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The employee regularly types using a keyboard. In the work environment, the employee is regularly exposed to video display and regularly works in office environmental conditions. The employee occasionally works in the evenings or on weekends. The employee is occasionally exposed to outdoor weather conditions and regularly works with the use of a personal/district vehicle. The employee will have contact with the public which requires appropriate demeanor and apparel. The noise level in the work environment is usually moderate. The physical demands and work environment described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reviewed/Revised: June 30, 2024 The statements in this job description are intended to describe the general nature and level of the work to be performed by (an) individual(s) assigned to this position. They are not an exhaustive list of all duties and responsibilities related to the position. This job description will be reviewed periodically as duties and responsibilities change with the business necessity and School Board Policy and procedures. Essential and marginal job functions are subject to modification. 2