Technology Support Specialist/Trainer

Job Title: Technology Support Specialist/Trainer
Pay Program: Support Staff Hourly
Pay Range: Range 18 $28.85 - $32.10
Work Year:  YearRound (260 Days / 8 Hours)
Reports to:  Manager, Software Development and Business Applications
Direct Reports: This position has no supervisory responsibilities.

Summary
Operating under the general direction of the Manager of Software Development & Business Applications this position operates as a primary customer service representative for the Technology (IT) Services Department. This position in conjunction with team members provides user support and training of District-approved software, hardware, operating systems, peripherals, and devices in accordance with district policy and administrative guidelines. Employee completes troubleshooting, analysis testing, documentation, and issue resolution for end users through the call center ticketing system, phone inquiries, and in-person.  Develop and promote good relations between technology services, and district staff and parents. This is a fast paced high volume workload position that requires excellent communications and customer service skills as well as a high attention to detailed and complex issues.
 
Essential Responsibilities
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequency of responsibility, percent of time and work year may vary based on department or building assignment. 

 
Education and Experience 
Acceptable demonstration of acceptable education and/or experience will be at the sole discretion of the District.

• High school diploma or equivalent required
• Minimum of two-year technical training in computer science, computer information systems or related field required
• Minimum of two years of technical support experience
• Preference given for candidates with accredited Associates Degree in Information Technology, Computer Science, or related field

 Licenses, Registrations or Certifications

• Criminal background check required for hire
• Valid Colorado driver's license or identification required

 Knowledge, Skills and Abilities

• Operating knowledge of and experience with personal computers and peripherals;
• Operating knowledge of and experience with software programs for word processing, spreadsheets, schematics, email, and online computing platforms including G-Suite and Office 365 integrated educational packages;
• Base knowledge of or ability to obtain with 60 days of hire, various applications for analysis tools and software.
• Ability to be adaptable and flexible with collaborative critical thinking and problem-solving capabilities
• Clear and effective written and verbal communication skills
• Strong customer service skills, with the ability to provide support in a professional and approachable manner
• Commitment to handling sensitive and confidential information with the highest ethical standards
• Strong interpersonal skills to collaborate with staff and various stakeholders
• Ability to lead, communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds
• Ability to follow applicable federal, state, local laws and Board of Education policies, in addition to building and department procedures
• Ability to recognize the importance of safety in the workplace, follow safety rules, practice safe work habits, utilize appropriate safety equipment and report unsafe conditions to the appropriate administrator
• Strong computer knowledge and technology skill to work product for non-expert end users
• Strong ability to analyze and troubleshoot technical problems seeking the most effective solutions
• Well- developed ability to manage multiple simultaneous priorities with frequent interruptions in a timely manner
• Ability to use de-escalation skills to defuse and manage stressful and fluid situations

Salary & Benefits:
View all salary schedules for the current school year at: https://www.d51schools.org/departments111/human-resources/salary-schedules
Information regarding D51 Benefits can be found here: https://www.d51schools.org/departments111/human-resources/employee-benefits