FIELD SUPPORT SPECIALIST

JOB DESCRIPTION SUMMARY
The Field Support Specialist is responsible for providing level 2 troubleshooting and warranty support to all district stakeholders. This includes but is not limited to troubleshooting and repairing desktops, laptops, tablets, visual learning devices, and other peripherals, submitting and completing warranty and non-warranty device repairs, stocking and repairing device lockers, and assisting other end-user team members as directed.

A Field Support Specialist will be successful in this position by supporting their assigned users in a generally geographic area with the essential job functions listed below. The process of identifying the work required for this position includes requests via the technology ticket system, Site-based requests, and warranty and repair logs.

WORK MONTHS
12

ESSENTIAL FUNCTIONS

• Provide level 2 technical support as needed to analyze and resolve user issues.
• Document issue resolution via the ticketing system.
• Repair broken and damaged devices and device lockers.
• Inventory and fill device lockers for remote sites and schools.
• Identify and prepare drawings for the installation of visual learning products (e.g. Cleartouch).
• Coordinate and assist in the installation and setup of visual learning products.
• Work with schools and approved external vendors to identify and quote school-based purchases.
• Support the transition of devices during the summer months.
• Assist other End User Support team members as requested. Imaging and configuration of devices (laptops, desktops, iPads)

Secondary Job Functions

• Provide level 2 technical support for the imaging process.
• Assist the Software Support Specialist with maintaining an up-to-date end-user application library.
• Responsible for managing end-user software licensing.
• Prepare and test deployment packages for approved operating system images and software applications.
• Responsible for building and testing deployment packages for approved software patches
• Document issue resolution via the ticketing system and escalate to level 3 resources as needed.
• Responsible for planning and submitting changes to the change management database.
• Assists in evaluating and implementing appropriate products and services that promote end-user computing, new technologies, and provision of services to meet department objectives.
• Acts as a liaison with other departmental teams to review and approve district software needs.
• Acts as a liaison with vendors and outside agencies to evaluate appropriate products.
• Other relevant duties as assigned by supervisor in support of the department’s or school’s goals and objectives and the District’s mission and Superintendent’s Priority Goals. Assist district trades to assist in installation and repair of district installed hardware

EDUCATION REQUIRED

• An associate degree in information sciences or equivalent relevant experience is required.
• Obtaining manufacturer warranty certification is required. Obtaining a Microsoft Modern Desktop Administrator Associate is preferred.

CERTIFICATION/LICENSURE REQUIRED
N/A

YEARS OF EXPERIENCE
Varies based on the needs of the supervisor.

KNOWLEDGE, SKILLS, & ABILITIES

• Enthusiastic about the fundamental goal of advancing student achievement in an urban public school district.
• Value, demonstrate, and promote diversity, equity, and inclusion.
• Excellent Customer Service in a school-based setting.
• Strong experience working in a technology ticketing system.
• Valid PA Driver’s License
• Must be able to lift up to 50 pounds.
• Expert in time management and organizational skills, willing to utilize resources to achieve results in a fast-paced environment. A capacity to solve problems, stay organized, and manage multiple priorities.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS
The working conditions and physical requirements described here are representative of, but not limited to, those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made.

Varies based on the needs of the department

APPLICANT ELIGIBILE CRITERIA
N/A

CITY OF PITTSBURGH RESIDENCY REQUIREMENT
This position does not have a residency requirement

Position : 107046

Type : INTERNAL & EXTERNAL

Location : TECH-EUS-END-USER SUPPORT

Grade : TEC CL GR14 BWK

Group : PFT TECHNI

Posting Start : 08/07/2025

Posting End : 12/31/9999

MINIMUM HOURLY RATE: $25.38