District Support Technician I

Overview

TITLE : District Support Technician I

POSITION OVERVIEW

The District Support Technician I provides Level 1 technical support for software, hardware, and network issues to all District users through diagnosis and problem-solving. The ideal candidate communicates technical solutions clearly in a user-friendly manner, offers one-on-one support as needed, and aids peers with computer, software, and phone issues. This role also includes device deployment across the district and conducting hardware and software inventory and reporting. The successful candidate will foster a high-quality teaching and learning environment.

Certificates, Licenses, Registrations

Valid Massachusetts Drivers License.

Training and Experience

An associate degree in Information Systems or a technology-related discipline is preferred. A+ Certification, or at least two years of experience in a technical support position, preferably in a school setting, is required.

Skills and Ability

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.

Must have a working knowledge of a wide array of hardware and software, as well as a detailed understanding of computer systems and networked devices. Must have excellent communication skills and a proven ability to work with all types of people, including all District staff and students (Pre-K – 12). Ability to troubleshoot basic network and client connectivity issues. Must be self-motivated, responsible and able to work independently. Must be able and willing to move computers, network hardware and other equipment in, and between the District's buildings. Must be willing to stay up-to-date on emerging technologies and trends.

Essential Duties and Responsibilities

• Analyze problems, conduct research, and resolve issues for end users related to hardware, operating systems, and software for Chromebooks, laptops, and desktops. Additional supported hardware includes printers, copiers, projectors, and other A / V equipment.
• Provide technical support to each school in the district as needed on-site, through remote connections, phone, HelpDesk system, and / or email, depending on the severity of the issue.
• Set up, deploy, and maintain district hardware, including the use of imaging software and daily break / fix tasks.
• Accurately track all customer problems and requests in the district ticketing system to ensure responsive follow-up on customer inquiries and completion of assigned tasks.
• Collaborate with other IT personnel in the Technology Department.
• Advocate for and adhere to the IT strategies, hardware and software standards, security policies, and operational procedures of the Office of Technology Department, ensuring policies are consistently applied across all schools in the district.
• Maintain a clean, safe work area and a professional appearance.
• Perform all other duties as defined by the Director of Technology.

Physical Working Conditions

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. While performing the duties of this job, the employee is regularly required to move about and may be required to traverse occasionally throughout the school building. The employee must also often remain in a stationary position for considerable periods of time. The employee is occasionally required to reach with hands and arms and sit, stoop, kneel, crouch, or crawl. The employee is expected to lift at least 25 lbs. The employee must frequently use hands to finger, handle, or feel; and use hand strength to grasp tools. Occasionally s / he operates a computer and other office productivity machinery (i.e., a calculator, copy machine, and computer printer). The employee must be able to input information into a computer and as well as read material from a computer monitor as well as handwritten or printed matter with or without visual aids. The employee must be able to communicate effectively with students, parents, and other staff members in person and on the telephone. On rare occasions, it may be necessary to move quickly across even or uneven surfaces. The employee will be working in a normal school environment with an acceptable level of noise. The employee interacts with students, parents, and other staff members. The employee is directly responsible for the safety, well-being and work output of students.

Reports To

Director of Technology.

The performance of this job will be evaluated by the Director of Technology.

Supervisory Responsibilities

None.

FLSA Classification

This position is classified as Non-Exempt.

Terms of Employment

This is a twelve (12) month in-person position. Covered under Framingham School Committee Contract.

Framingham Public Schools provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Framingham Public Schools complies with applicable state and local laws governing nondiscrimination in employment in every location in which the District has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Framingham Public Schools expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

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