Tech Support I
Bargaining Unit: ACE
Work Year: 215 days per year, 12 contract payments
Work Day: 8 hours per day
FTE: Full time, 1.0 FTE
Salary: ACE 4 $44,032 - $50,967 DOE
The Tech Support I position troubleshoots and corrects operating system and user application problems that occur on Anchorage School District computers and assists with helpdesk related calls and issues. The position has a retirement association with the Public Employees’ Retirement System (PERS).
The following are required:
- A high school diploma or equivalent.
- One year of experience in the information technology environment, with emphasis in computer operating systems and support. Completed IT training or a professional certification will be considered in lieu of experience.
- In depth knowledge and experience with Macintosh and Windows operating systems, applications, and hardware.
- Must have exceptional listening and logical reasoning skills to analyze problems and determine effective solutions.
- Demonstrated proficiency in the ability to troubleshoot and correct problems relating to operating systems and applications for both Windows and Macintosh platforms is required.
- Must have exceptional interpersonal skills and the ability to calm and work with irritated and discouraged users.
- Must be prepared to work outside normal working hours as required.
- Must have transportation with a current Alaska driver's license and be prepared to use it on company business.
The following are preferred:
- Experience with Unix, OSX, and Windows operating systems.
- A+ or Microsoft MCSE certification.
- Ability to establish and maintain productive working relationships with others.
- Ability to effectively provide technical assistance to users for systems and applications via the telephone and electronic means.
Essential Job Functions
- Troubleshoots desktop operating systems, user applications, and supported peripherals and performs primarily as a help desk technician.
- Supports and follows developed training manuals and aids for applications.
- Escalates tickets to appropriate groups for resolution.
- Assists in the training of computer and application usage for peers as required.
- Works with systems, programming, and networking staff on client-server based applications.
- Assists the application, network, and support staff to monitor applications connectivity over the ASD network as required.
- Supports and assists in documenting troubleshooting and service request procedures.
- Monitors the phones and generates help desk tickets.
- Supports and assists in the tracking of tickets until completion and helps maintain ticket date.
- Supports and assists with the performance of quality assurance checks on resolved tickets to ensure customer satisfaction.
- Supports and assists in the development and maintenance of a definitive media library of current software and license data for Information Technology.
- Supports the implementation of the Operations Level Agreement (OLA) and the Service Level Agreement (SLA) policies and procedures.
- Supports the implementations of the methods to improve key performance indicators, critical success factors, and continual service improvement.
- Supports and assists in evaluating courses of action and proposed solutions to problems in a test environment.
- Supports and assists in the advising of staff on policy, procedure, 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 understand vague and implicit instructions, be able to 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 a qualified physical or mental disability.
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.
Additional Job Information
This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and to perform any other job related duties as requested by any person authorized to give instructions or assignments.
Anchorage School District (ASD) employees must possess the ability to read and write in English. This also includes the ability to communicate in English with school staff, co-workers, and the public; as well as have the ability to comprehend and carry out oral and written directions and understand and follow English instructions and written documents.
Offers of employment are contingent upon completion of a satisfactory criminal background check. For certificated positions, this is in addition to the background check conducted through the certification process with the Alaska State Department of Education and Early Development (DEED).
This position may be required to work in ASD facilities on the military installations (JBER). Please visit the government REAL ID website for additional information.
The Anchorage School District is an equal employment opportunity employer.