Computer Support Specialist I
Salary range: 36
Reports to: IT Support Supervisor
Under general supervision of the Information Technology (IT) Support Supervisor and collaboration with Site Administration, maintain the end-user support and help desk; Tier 1 support. Assume liaison with end-users at school sites; related work as required.
- Minimum of High School Diploma with two years of technical training or equivalent work experience
- Extensive knowledge and understanding of computer hardware and peripheral devices as related to their setup, operation and maintenance in a networked environment
- Experience with wide variety of Mac and Windows systems.
- Follow direction from the IT Support Supervisor for daily and long-term tasks
- Perform the installation, operation, and maintenance of desktop application software and hardware, including, but not limited to, office productivity and utilities
- Serve as initial contact person for user-related questions and/or problems at School Sites
- Identify and resolve/escalate hardware or software issues to appropriate Systems Specialist
- In a lab environment, observe equipment performance, detect errors of operation, and, wherever possible, correct those errors
- Install hardware and peripherals
- Perform maintenance and/or repair services for all computers, monitors, and peripheral equipment; contact personnel as needed
- Perform software duplication, installation, and backup disks and complete required documentation, i.e. licensing
- Assist with training of Staff and Administration in the care and use of computer systems
- Troubleshoot problems encountered by Staff and provide a timely resolution via email, telephone and/or in person
- Manage assigned help desk requests, solving problems or directing calls or written questions to the appropriate person
- Independently conduct continuing correspondence with users on procedural or informational matters
- Participate in coordination of referrals to appropriate technical or service personnel for follow-up
- Make decisions based on established policy and procedures
- Maintain security of confidential information
- Assist in the evaluation of new forms of technology
- Continue to stay abreast of new technologies and techniques related to assigned duties
- Manage computer supplies and parts needed to complete daily responsibilities
- Act as liaison between user community and IT management regarding system use, development, improvements, and related needs
- Travel to school locations as assigned
- Enter and maintain data in equipment inventory in a timely manner
- Troubleshoot and resolve desktop hardware and software related issues
- Analyze highly complex technical issues and develop logical solutions whenever possible
- Read, interpret, and follow rules, regulations, policies and procedures
- Work both independently and as a team member to meet common goals, schedules and timelines
- Communicate effectively, both orally and in comprehensive written reports and memos
- Effectively interact with diverse personalities and handle a variety of situations requiring tact, judgment, poise and firmness
- Use imaging tools for mass deployment of computer images
- Operate, demonstrate, maintain and adjust personal computers and related equipment
- Understand and follow technical documentation and directions
- Perform duties effectively with many demands on time and numerous interruptions
- Install, configureand troubleshoot hardware, software, i.e., web-browsers, and e-mail, and create web pages
- Install approved software as requested by end-user
- Set up and configure basic printer connectivity/networking
- Be flexible to meet the needs of the Department
- Be self-motivated and organized
- Provide excellent customer service
- Perform other duties as assigned
- Establish and maintain effective personal and working relationships with those contacted during the course of work.
KNOWLEDGE, SKILLS & ABILITIES
- Understanding of Mac and Windows operating systems in large scale deployment and infrastructure;
- Understanding of the fundamentals of Internet protocols, i.e.TCP/IP;
- Understanding of the fundamentals of information security and best practices;
- Operating system principles, data concepts and data collection;
- Information security and best practices;
- Employee training and project management techniques;
- Office management policies, telephone technique and operation of modern office equipment;
- School district policies, rules and regulations;
- Effective record keeping techniques;
- English usage, spelling, grammar and punctuation.
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 stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is frequently required to sit and occasionally required stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 25 pounds or more. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the 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.
While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock.
The noise level in the work environment is usually moderate.
Work Year: 10 months
Revision Date: 05/30/2008
Initial date: 04/02/2001
Equal Opportunity Employer in compliance with the Americans with Disabilities Act and all other applicable federal, state, and local laws.