Technology Support Tech II - IT Customer Service & Support
License and Certification Qualifications: Valid Georgia driver's license required. Industry standard certifications related to desktop/laptop (OS, HW, SW) and user administration within a Microsoft Active Directory environment preferred.
Education Qualifications: High school diploma or equivalent required. Bachelor's degree in related field preferred.
Experience Qualifications: Five years of experience troubleshooting, supporting, and administering within a LAN/WAN environment including Microsoft Windows environment, PC\laptop\server hardware, and other related technology and AV peripherals required. Experience with anti-virus, fast ethernet, wireless connectivity, data backup and restoration, AV support, and network printing technologies preferred. In lieu of five years of experience, one year of experience with bachelor's degree in related field or two years of experience with CompTIA A+ certification and CompTIA Network+ Certification.
Skills Qualifications: Strong ability to communicate and interact with internal staff and technology end users in a K-12 environment; ability to instruct others in the proper use of technology; strong time management skills; excellent decision making skills; ability to diagnose and resolve problems related to various technologies instructional and administrative; personal characteristics and professional competencies to work independently; ability to reason logically using human factor analysis; ability to work closely with local school and school district personnel to provide excellent customer service and support; ability to properly document with detail technology related occurrences via standard trouble ticketing tool or reporting application; and ability to act as a representative of Gwinnett County Public Schools.
Primary Responsibilities: Provide on-site support to either a single school or multiple schools on a daily basis while maintaining and supporting break\fix technology related issues in a timely manner as applicable to computers and other related technology and AV peripherals in local school(s) assigned via district approved ticketing system, assist with the implementation of technology at local schools, and support the administrative and local school instructional programs through technical support and troubleshooting while adhering to district policies, procedures, and guidelines.
1. Provide support to local school based users of technology.
a. Provide level 1 on-site setup, configuration, repair, and support for hardware, software, basic networking services, peripheral devices, AV, presentation and broadcast equipment and other local school technology initiatives.
b. Respond to incident reports as received from staff in a timely and professional manner.
c. Utilize and maintain proficiency with current incident tracking system to manage and prioritize technology service.
d. Isolate LAN/WAN connectivity issues and escalate as necessary.
e. Perform and maintain any technology inventory driven by the district or state related to local school technology equipment using district provided resources.
f. Maintain familiarity with various hardware and software applications available to users.
g. Assist in providing on-site technical assistance and individual training/knowledge transfer to users.
h. Initiate problem escalation after effectively performing level 1 technology repair and work in a collaborative manner with division personnel (level 2 and 3) or authorized vendors who are assisting in troubleshooting the problem.
i. Maintain district technical standards.
j. Drive the delivery of high quality, well-received, effective, and efficient service and support.
2. Collaborate with local school administration and the technology team on the planning, purchase, and deployment of local school technology initiatives.
a. Assist the local technology team in the evaluation of technology initiatives related to classroom instruction and student learning from approved technology solutions.
b. Serve on school technology committees to help develop long-range technology plans that fit the district's direction and plan as applicable.
3. Serve as an extended team member to the Information Management and Technology (IMT) Division in local schools.
a. Document, submit, and appropriately update all problems and requests via district incident management tool and escalate when necessary.
b. Participate in system-wide technology initiatives, rollouts, and district approved pilots and provide necessary technical feedback for proper pilot evaluation.
c. Serve on system-wide technology committee to help develop long-range technology plans and/or procedural standards as requested.
d. Participate in informational sessions and training pertaining to innovations in technology.
e. Adhere to all policies, procedures, and guidelines.
f. Maintain and update the Legacy Document for Enterprise Support Services Department for consistency of practice.
4. Assist in the planning and delivery staff development and training in the use of technology as required.
a. Collaborate and assist the local school technology team in planning and delivering staff development and training in the use of technology.
b. Assist in facilitating workshops, seminars, and training sessions with school staff to increase knowledge of hardware, software, networking, telecommunications, and peripheral devices for successful implementation into instructional process as needed.
c. Assist the local technology team in selecting technology training courses.
d. Assist in communication with school personnel to facilitate implementation of instructional technology initiatives and related school instructional goals.
5. Ensure all devices used for online testing are ready anytime online testing is being administered.
a. Collaborate with the local school’s Testing Coordinator on a regular basis to be aware of future online testing dates, time and resources needed.
b. Build a strategy and workflow so that all testing equipment is ready to for use on the day testing is being administered.
c. Move computers as needed to build temporary testing labs.
d. Ensure all testing devices that are used for testing are in good working order before testing starts. This would include, but not limited to, computers, laptops, Chromebooks, printers and document scanners.
e. Follow the published SOPs as well as any supplemental instructions provided for setting up computers for testing.
f. When testing is complete, return computers to their normal working mode and previous location in a timely manner so the devices can be used for instructional purposes.
6. Perform other duties as assigned.
While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk. The employee may be required to use hands to touch, handle, feel, and/or reach. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. The employee may be required to operate a motor vehicle in performance of duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.