Technology Support Technician

PRIMARY PURPOSE:

The Technology Support Technician eliminates obstacles that prevent students, teachers, school leaders and departmental staff from focusing on instruction and the work that supports instruction every day. The Technology Support Technician accomplishes this by solving technology issues for users quickly and with quality, surfacing persistent issues and developing permanent solutions to prevent future issues. Specifically, the Technology Support Technicians achieves technology excellence throughout the district with emphasis in the following areas: customer service, technology effectiveness, data risk management, data privacy education, and trusted learning environment management.

QUALIFICATIONS:

Education/Certification:

High School Diploma or equivalent, required

Technology certifications, preferred

Associates in a technology related field, required

Special Knowledge/Skills:

Ability to communicate effectively (verbal and written); ability to effectively troubleshoot and repair computer hardware and software; knowledge of technology devices and software applications; demonstrate an aptitude for repairing technology hardware and software; willing to work irregular hours during the week and weekends to execute technology projects and/or support users

Experience:

One (1) year of experience in technology, required

Experience with basic network troubleshooting and wireless setup

Experience with Windows (desktop all versions), Mac OSX (all versions), Network printers (all makes and models), Scanners (all makes and models), Mobile devices and their OS’s, preferred

Workdays: 226

Pay Date: Monthly

Technology Pay Structure: Pay Grade 1

Hourly Pay Range:

Minimum: $22.00

Midpoint: $26.34

Maximum: $30.68

Note: Starting pay for a new hire in a pay range plan will be determined individually based on each person's job-related experience and salaries paid to peer employees in the same position with similar experience.

MAJOR RESPONSIBILITIES AND DUTIES/ESSENTIAL FUNCTIONS:

• Provide excellent customer service to district users in the areas of technology use and issue resolution.

• Reduce technical and network issues and prevent future issues by implementing high quality solutions.

• Train technology users on proper use of technology devices and district applications.

• Provides support and technical training to campus technology facilitators (CTFs).

• Troubleshoot hardware, software, networking and wireless issues with quality and speed.

• Use help desk system to track work order requests; monitor progress, track problem resolution, identify patterns of failure, research bug fixes and implement solutions; communicate with supervisor regarding unresolved problems.

• Install, configure and maintain district software and hardware technology including but not limited to computers, tablets, mobile devices, and other hardware such as monitors, printers, scanners, casting devices, projectors, interactive boards, document cameras and any other district technology device.

• Assess technology issues with expertise, troubleshoot and provide prompt resolution by using remote support technology, onsite support or phone support.

• Execute plans of action for effective and efficient configuration and deployment of technology devices, of computer lab installations and/or moves, of technology installations and of technology disposals.

• Prepare and continuously update technology equipment inventory.

• Partner with colleagues as necessary to execute user, school, department or district technology projects.

• Work with vendors to facilitate installation or updating of technology devices and specialized software.

• Contribute to creating a cooperative, collaborative, high-performing and solutions-oriented department.

• Follow McAllen ISD customer service standards.

• Perform other duties assigned by immediate supervisor (primary evaluator).

SUPERVISORY RESPONSIBILITIES:

None

EQUIPMENT USED:

Computer workstations, laser printers, ink printers, Multifunction devices, communications equipment, network devices, test equipment, network tools, sheet scanners, software, scanner, and other related devices/equipment.

WORKING CONDITIONS:

Mental Demands:

Ability to communicate effectively; maintain emotional control under stress; ability to handle several projects at the same time with frequent interruptions; interpret policy, procedures and data; coordinate district computer functions

Physical Demands/Environmental Factors:

Occasional prolonged and irregular hours; ability to lift, carry and pull heavy equipment; ability to climb ladders to reach ceilings and roofs; stooping, kneeling, crouching, pulling; visual acuity; exposure to noise, vibration; work around machinery with moving parts