Area IT Support Specialist

Job Description

JOB PURPOSE

Serve as an IT Support Specialist in maintaining & supporting system availability of critical and non-essential school systems.

Supports IT needs of assigned regional schools as determined by State IT team. Provides superior customer support to school administration, teachers, parents & students per support structure established by State IT Team

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage assigned service zone to ensure support tickets are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others.
• Monitor support requests to determine larger-scale issues.
• Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners
• Provide daily assistance within assigned regional area for end-user support, including, but not limited to computer hardware, software installation and upgrades, backups, and networking.
• Provide regular written and verbal updates to the State IT Director / Manager team on the operational status of systems supporting the education environment.
• Escalate support requests & issues as needed to State IT Escalation Team
• Maintain disaster recovery and prevention procedures.
• Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners
• Maintain and implement IT related documentation, SOPs, and best practice procedures.
• Be a technology liaison for schools, clients and vendors.
• Participate, successfully, in the training programs offered to increase the individual's skill and proficiency related to the assignments.
• Perform other duties as delegated by Florida State IT Director, Manager, and Escalation team.
• Ensure adherence to best practice safety procedures.
• Review & stay current on developments, literature and technical sources of information related to job.
• Follow federal and state laws, as well as company policies.

MAY PERFORM OTHER DUTIES AS ASSIGNED

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

SKILLS AND KNOWLEDGE

• Demonstrates enthusiasm and commitment toward the job and the mission of the company; supports company's goals and strategic priorities
• Works and interacts with staff and relates to individuals at all levels of the organization; relates to individuals at all levels.

As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image.

• Ability to organize and manage multiple priorities.
• Ability to consistently be at work, to arrive on time, to follow instructions, to respond to management direction and solicit feedback to improve performance.
• Strong customer orientation.
• Establishes excellent interpersonal skills between all constituents : being courteous, professional, and helpful; demonstrates high level of interpersonal skills to handle sensitive and confidential situations.

Position continually requires demonstrated poise, tact and diplomacy.

• Demonstrates excellent oral (including presentations), written, interpersonal (active listening), skills and ability; positive and professional phone etiquette.
• High performance teams and a strong team player.
• Strong track record for analyzing problems / issues, identifying patterns and recommending creative solutions.
• Proactive and takes initiative. Thinks creatively.
• Drives projects to completion. Insists on highest level of quality.

JOB REQUIREMENTS

• Relevant technical certifications such as A+, Azure AI-900, SEC+, NET+, CCNA, etc.
• Bachelor's degree in computer science, information systems or equivalent combination of education and experience
• 2-5 years of experience supporting IT customers
• Advanced knowledge and experience resolving hardware and software issues in an enterprise environment
• Prior experience in a school environment is preferred but not required
• Commitment to company values
• Valid driver's license and reliable transportation required to allow for support of regionally assigned schools.
• Such alternatives to the above requirements as CSUSA may deem appropriate and acceptable.

WORK ENVIRONMENT

While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter :

Usual office working conditions.

PHYSICAL DEMANDS

• No physical exertion required.
• Travel within or outside of state.
• Light work : Exerting up to 20 pounds of force occasionally, and / or up to 10 pounds of force as frequently as needed to move objects.

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with CSUSA salary and benefit policy. Length of the work year and hours of employment shall be those established by Charter Schools USA.

FLSA OVERTIME CATEGORY

Job is exempt from the overtime provisions of the Fair Labor Standards Act.

EVALUATION

Performance will be evaluated in accordance with Charter Schools USA's policy.

DECLARATION

The Charter Schools USA Human Resources Department retains the sole right and discretion to make changes to this job description.

Any employee making changes unauthorized by Human Resources Department will be subject to disciplinary action up to and including termination.