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Technology Support Technician (2 Vacancies)
Company | Tacoma Public Schools |
Address | Tacoma, WA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Government Administration |
Expires | 2023-10-13 |
Posted at | 7 months ago |
Description
- Creates and maintains documentation libraries referencing best practices, common fixes, knowledge base items, project data, and historical knowledge; maintains documentation of service requests outlining open to close of trouble tickets in ticket tracking system; advises fellow IT staff members on these best practices and fixes to better standardize service request resolution.||||||||||||||||||||||||
- Responsible for project design and execution on applicable program technology deployments and refreshes, along with third-party vendor collaboration, documentation, inventory management, physical equipment delivery and configuration, testing, post-deployment support and user training; may serve as point person in this capacity for the project; collaborates with other technicians, departments, or third-party vendors to execute all around completion of project.
- Writes technical and functional specifications for documents and reports; maintains appropriate documentation for technology support; provides reports, as requested, to District stakeholders on progress of tasks assigned; ensures critical items are escalated, as appropriate.
- Identifies, evaluates, and prioritizes assigned services requests received from colleagues and users; resolves, as appropriate, routine desktop support issues and problems; works directly with users to answer any technical questions and solve problems the user is experiencing while simultaneously training users on current best practices, to increase satisfaction and efficacy, as well as reduce the volume of future service calls; coordinates problem resolution with other departments, if necessary, and tracks and documents problem and resolution using ticket tracking system.
- Monitors and supports wired and wireless networking infrastructure and equipment as it relates to service requests received from colleagues and, at the request of the Networking team; collaborates with specialist teams and vendors, as necessary, to complete service requests.
- Tests and evaluates new hardware intended for District staff and other users; provides feedback and suggestions based on standalone and integration testing within a multi-generational technical environment; tests and evaluates new software applications, including specialized software for instruction and administrative use.
- Oversees all aspects of the refresh process to include delivery, set up of new equipment, and the removal of replaced equipment.
- Provides primary support of hardware and software solutions throughout the District; participates in technology deployment; sets up new equipment including hardware and software; performs maintenance, repair, and replacement, if applicable, inclusive of all PC/Apple hardware and peripherals, mobile devices, printers, networking technology and telephony, audio-visual (AV) equipment, and all other program technology such as document cameras and interactive digital displays.
- Collaborates with assigned school/building staff and system center configuration manager (SCCM) specialists to evaluate and modify software contained within the Microsoft-based image standard; tests all device images and applications before deployment to sites; responsible for the development, modification, and support of the Apple-based image standard on laptops, tablets, and mobile devices; follows IT and District-defined processes and procedures.
- May train users on current software and hardware as well as general technology and District-defined best practices resulting from completed service requests (or prior to a new hardware or software deployment) in order to both increase customer comfort and competency and reduce overall future trouble ticket volume.
- Maintain fixed asset standards as it relates to all deployed technology, inclusive of, but not limited to, all transfers/changes/replacements and their attendant documentation, inventory tracking for IT systems and peripherals, technology stock maintenance and purchasing, processing administrative paperwork, state technology surplus and disposal procedures, and oversight of technology inventory control for all assigned sites.
- Provides estimates of time for completion of assigned tasks to appropriate District staff and/or administrator and stakeholders; records actual time used.
- Assists appropriate IT staff during peak workloads and absences; provides backup assistance for other technical support staff for special projects when assigned.
- Performs related duties as assigned, on a temporary basis.
- Regular, reliable, predictable attendance or physical presence is an essential job requirement and critical to the performance of the work.
- Maintains and updates knowledge and skills required for success in the position by participating in professional development activities, as needed or assigned.
- Title IX Coordinator, Elementary: Christa Erolin, 253-571-1318, [email protected]
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