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Job Title: User Support Technician (part time)
Department: Information Technology
Supervisor: Technology Manager
FLSA Status: Non-Exempt
The User Support Technician (UST) is responsible for supporting the implementation and development of the technology culture of the school community. Additionally, the UST is a technical resource responsible for the technology infrastructure for each DECS school within the community and ensures that the technology is functioning and available for members of his/her school(s). This is a .5 FTE position.
Essential Duties and Responsibilities include the following. Other duties may be assigned
Assist in Implementing Technology Initiatives: Assist in the implementation of DECS’s technology vision at all schools within the area/community. Participate in Technology Committee meetings at each school to provide input into the strategic Technology Plan by providing technical input. Assist in the migration and/or upgrades of new systems as needed. Follow DECS’s Technology policies and procedures in terms of network, hardware and software configurations and use.
Customer Service: Follow the school’s Service Level Agreement (SLA) to ensure that users receive quality service and technical support on a consistent basis. Monitor the compliance to the SLA. Improve efficiencies and effectiveness through analysis and reporting of service tickets to Technology Manager. Take actions to improve customer satisfaction among teachers, staff members, administrators, students and parents.
Reporting: Document incident/service requests according to DECS’s standards. Follow the status of service communication plan that is implemented at the school by generating status reports daily and/or as system availability changes. Participate in technology team meetings, conference calls and discussion groups as necessary. Communicate status of service requests and incidents with customers (e.g., teachers, students, administrators). Follow protocol for escalating problems, incidents, service requests and issues that have not been resolved. Document local procedures according to DECS’s standards
Technical Management: Responsible for Tier 1 software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of responsibilities. Follow disaster recovery and business continuity practices, including server back-ups and process documentation set by DECS’s and Technology Manager. Maintain server and network environment in terms of virus protection, proper computer naming conventions and proper use of Active Directory log-ins. Prepare school technologically for beginning and ending of each year, including set-up/take down and moving of equipment as necessary. Track and maintain inventory. Conduct annual physical count with Technology Manager.
Professional Development (Application of technology to instruction and operations): Assist teachers with technical needs to integrate technology resources into classroom, such as problem-solving technical obstacles, recommending DECS’s approved solutions, setting-up technology equipment for student use, etc. Occasionally teach or co-teach professional development sessions that teach staff members’ technology skills. Develop a personal growth plan and monitor his/her own progress with the Technology Manager to continue the development of his/her own skills.
This position has no supervisory duties.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Education and/or Experience
Two year technical degree or equivalent experience/certifications required. Bachelor’s degree preferred.
Experience working in a Windows client and server environment require
Experience in telecommunications, network security, WAN, LAN, multimedia or help desk is preferred
Some experience in a K-12 setting desirable regardless if it is technical capacity or not
Demonstrated knowledge of core learning principles through technical skills assessment
Experience responding to customer inquiries in a customer service environmen
Key Behavioral Competencie
Follows relevant work procedures in line with defined internal and external standards given by the Tech Manager and/or DECS’
Demonstrates awareness of other teams and the role they play within the school(s)’ community and DECS’
Consistently delivers on agreed goals and tasks and can be relied upon to meet or exceed expectation
Identifies and communicates when a decision needs to be mad
Identifies all steps necessary to achieve results and consistently follows these step
Takes proactive action to develop/maintain relationships that are impacted by change and ensure that others are assisted in dealing with chang
Brings ideas for service delivery improvements to the attention of others and pursues these ideas through to resolution or completio
Sources and listens to all points of view and respects differing opinions when developing solution
Diligently adheres to policies set by Headquarters and local schoo
Speaks to all members of the school with friendliness, respect and in manner that is easily understood
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer and technology skills enabling the incumbent to successfully complete the duties of this position are required.
Certificates, Licenses, Registrations
Relevant computer systems and/or security certifications is strongly desired but not required.
The physical demands described here 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
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
The noise level in the work environment is usually quiet.