Tech Support III

Job Summary

The Tech Support III position works closely with other Information Technology staff to provide technical support for Anchorage School District users regarding server, desktop operating system, and application issues. The Tech Support III position is the highest level of support in a three-tiered technical model responsible for handling the most advanced technology issues. These individuals are experts in their field and responsible for research and development of solutions to new or unknown issues. The position has a retirement association with the Public Employees' Retirement System (PERS).

Job Requirements
The following are required:

• An associate's degree with major emphasis in computer science, MIS, or a related field of study is required. Equivalent education, training, and experience may be considered in lieu of the degree requirement.
• Four years of progressively responsible experience in technical support and customer service associated with technical systems.
• Experience with Macintosh and Windows operating systems, applications, and hardware.
• A current Alaska driver's license and transportation to be used for district business.

The following are preferred:

• Experience with and in-depth knowledge of Anchorage School District locations, applications, technology infrastructure, and procedures.
• A+, Microsoft MCSE, Apple, or Cisco certification.
• Supervisory experience.
• Experience with server-based applications and data communications networks.
• Experience with scripting and automation.
• Knowledge of client management suites such Casper and Altiris, and relevant server processes for mass image deployment.
• Familiarity with IT Infrastructure Library (ITIL) concepts and practices.
• Extensive knowledge of and working ability with open directory and active directory.
• Project management skills and knowledge of project management software.
• Exceptional interpersonal skills and the ability to calm and work with irritated and discouraged users.

Essential Job Functions

• Performs as an enterprise application support lead at the IT Service Desk, overseeing the daily activity and routing of escalated tickets to appropriate groups for resolution.
• Coordinates multiple projects simultaneously, taking ownership of issues from start through to resolution and meeting objectives.
• Oversees the documentation and troubleshooting of desktop operating systems, user applications, and supported peripherals in both Macintosh and Windows environments.
• Oversees, develops, and approves training manuals and aids for applications.
• Documents and oversees the trainings for computer and application usage for peers and subordinates.
• Oversees the daily work of system, programming, and network staff on client-server based application deployment and troubleshooting.
• Documents and supports the application, network, and support staff in monitoring the application connectivity over the district network.
• Assigns and assists in the documentation of troubleshooting and service request procedures using ITIL guidelines.
• Oversees the daily monitoring and documentation of IT support ticket data collection, creation, and completion.
• Documents and assigns the tracking of tickets to completion and the maintaining of ticket data.
• Performs quality assurance checks on resolved tickets to ensure customer satisfaction.
• Creates, documents, develops, and maintains a definitive media library of current software and license data for the Information Technology Department.
• Documents and implements Operations Level Agreement (OLA) policies and procedures.
• Implements Service Level Agreement (SLA) policies and procedures.
• Documents and implements methods to improve key performance indicators.
• Supports the implementations of the methods for Continual Service Improvement and to improve Critical Success Factors.
• Uses exceptional listening and logical reasoning skills to analyze problems and determine solutions. Directs, documents, and facilitates implementation of evaluated courses of action and proposed solutions to problems in the test and production environments.
• May assist in supervising personnel and advises staff on policy, procedures, and priorities.

Physical/Mental Demands
The physical demands of this job require frequent standing, walking, sitting, speaking, and hearing. Specific visual abilities are also required. The employee is regularly required to reach with his/her hands and arms and occasionally lift items weighing less than 40 lbs. Additionally, the employee must be able to communicate by oral and written means in an appropriate business manner and have cognitive skills to understand instructions, readily recall facts and details, handle conflict, and make effective decisions under pressure. The employee must have the ability to effectively manage the stress of working with students, parents, and other employees representing diverse cultures, personalities, and work styles in a dynamic work environment.

The Anchorage School District is committed to providing reasonable accommodations, according to applicable state and federal laws, to all individuals with qualified physical or mental disabilities.

Work Environment
Work is performed in a professional environment with a wide variety of individuals having differing functions, personalities and abilities, including working with diverse groups of people in a variety of different settings.

While performing the duties of this job the employee may be regularly exposed to a video display. The employee may be exposed to outdoor weather conditions. The noise level in the work environment is usually moderate.