Full-time Technology Support Specialist needed from in the ACES Technology Dept., North Haven, CT.
Responsible for the day-to-day management of the organizations devices and other network connected or related hardware and applications. Execution of software residing on the desktop systems and works closely with the supervisor and technology managers in supporting some of the network functions required in order to keep the desktop systems functioning correctly.
Provide technical support and guidance to users. Rely on knowledge and professional discretion to achieve goals. Support agency mission, goals, and educational technology community.
Duties and responsibilities:
- Install, configure, test, maintain, monitor, and troubleshoot user networked devices.
- Perform onsite and remote diagnosis, analysis, and resolution of technology problems.
- Develop and maintain inventory of all hardware and software assets.
- Monitor and respond to help desk and end-user requests.
- Ensure that records of equipment inventory are properly maintained.
- Provide technical support and guidance to users.
- Provide support related to other applications and devices.
- Prioritize needs of system and end-users.
- Assist department in providing end users and other technical staff with assistance in the awareness, adoption, piloting, implementation, maintenance, and evaluation of current and future systems.
- Communicate with supervisor to forecast issues and trends.
- Train staff in how to use new software and/or hardware developed and/or acquired.
- Perform troubleshooting and lead problem-solving efforts often involving outside vendors and support personnel.
- Develop and maintain documentation of software and systems.
Knowledge of:
- Current and future equipment end-of-life planning and change-over.
- Knowledge of agency departments and districts served.
- Current and future practices, terminology, and principles of networking and information technology.
- Network systems hardware and software management.
- Continuity of operations and practices related to local and wide area networks.
- Confidentiality rules related to the operation of agency functions.
- Customer services practices that are required to meet and exceed end-user expectations.
- Technology department policies and procedures.
- State and Federal compliance laws regarding FOI, FERPA, CIPA, COPPA, and PII.
- ITIL (Information Technology Infrastructure Library)
Skills in:
- Oral and written communication with technical and non-technical users.
- Complex computer systems and network operations.
- Excellent interpersonal and problem-solving skills.
- Quality assurance, including testing and validation, of system upgrades and installations.
Ability to:
- Self-learn and quickly analyze operational issues with complex networks.
- Participate in activities for self-growth, evaluation, and on-going professional learning.
- Quickly analyze operational issues with network operations and equipment.
- Interpret non-technical communications in order to serve.
- Maintain cooperative and effective working relationships in a team environment.
- Interact courteously in making and responding to requests to co-workers and dealing with telephone calls and help desk requests.
- Perform all aspects of the job description in a manner that demonstrates positive attitude and enthusiastic approach.
- Work independently with a minimum of supervision.
- Regularly communicate needs/problems with supervisor.
- Demonstrate sound decision making and judgement in emergent situations.
- Organize spaces, materials, equipment and personnel for effective completion of work.
- Effectively use time to plan, implement, and carry out tasks.
- Prioritize work appropriately and anticipates work flow.
- Demonstrate strong work ethic.
- Able to climb a ladder.
Requirements are representative, but not all inclusive, of minimum levels of knowledge, skills, and abilities. To perform this job successfully, the employee must be able to perform each essential duty satisfactorily. This job description in no way states or implies that these are the only duties to be performed by employees who occupy this position. Employee may be required to perform other related duties as assigned to ensure workload coverage as requested by their supervisor.
External Candidates please apply online at www.aces.org. Internal candidates should apply via the "Careers at ACES" link on Interfaces.
EEO/AAE
Bachelors degree in computer and technology science preferred.