District Technology Support Technician

Provide and prioritize support for computers, servers, peripherals, software installation, maintenance and troubleshooting, internal network support for file/print servers; and all data communication services including Internet access, database services, web services, electronic mail, imaging, problem resolution and end user support. Provide support and maintenance to a wide range of educational technology. Support network and technology systems through training, consulting, and service coordination. Work with the district's network engineer to assure that all technologies integrate effectively with the wide area network. Perform activities within the district's Technology Services Center, including help-desk, documentation, system administration, electronic mail administration, and vendor relations. Work with Site Computer Support Technicians to support learning and technology implementation at the school sites by providing coaching, formal trainings, and technical expertise. Work with district staff to expedite resolution of technical needs/issues that pertain to each department.

NATURE AND SCOPE

Under general direction the incumbent in this position is expected to work with the Manager of Technical Support to prioritize, schedule, track, document, and perform technical services. The incumbent in this position will exercise independent judgment related to the support of computers, application servers, peripherals and other technologies. Volume of work is high and requires the ability to prioritize and acquire new skills and knowledge to meet users’ needs. Interactions with others inside the organization are frequent and usually technical in nature. Work is usually performed in a utility environment, often with limited space, with frequent requirements to work in awkward positions around a variety of equipment and facility related obstacles.

DISTINGUISHING CHARACTERISTICS

This is a district office-based assignment and is the highest level in the technical support job family. Typically this position works out of the Technology Services Department. The incumbent will troubleshoot Apple and Microsoft Windows computer/server and software problems, and perform advanced network diagnosis. At this level the incumbent will perform network cabling plant problem diagnosis; perform moderately difficult network performance analysis and tuning; implement and configure servers of all types; manage web services, firewalls, and perform difficult network administration and management tasks as directed by the Network Engineer. Advancement to this level requires extensive computer and networking experience and technical skill, which may be obtained through service in District positions such as the Site Computer Support Technician position.

ESSENTIAL TYPES OF DUTIES (Examples)

• Perform new workstation or upgrade installation, configuration, and problem resolution for hardware and software products on multiple platforms.

• Install, configure, and administer network servers supporting file/print services, electronic mail, Internet services, and database management at the direction of the Network Engineer.

• Attend all department meetings and actively participate in, and facilitate technology staff trainings; and develop or acquire teaching materials.

• Administer system backup and recovery procedures.

• Troubleshoot network hardware and software issues on a predominantly Cisco network

• Install, configure, and support wireless data networks

• Coordinate systems, databases, and procedures for office staff in business applications.

• Develop documentation related to procedures for technical support, server administration, network use, and application of network resources.

• Conduct resource inventories and maintain proper and complete records of computer, network and technology resources.

• Prepare and maintain logs of activity related to computer support, network management and administration.

• Assess needs for computing resources and maintain active and current relationships with suppliers and contractors.

• Perform other duties as assigned to accomplish the objectives of the position.

QUALIFICATIONS

Knowledge and Skills: Required knowledge of Apple and Microsoft Windows computing environments, client/server technology, wireless data networks, user account management, physical and logical networking components and concepts, computer hardware and software troubleshooting, and integration of desktop computing products. Requires good working knowledge of Microsoft Windows and Apple server software, Unix, and Linux in a mixed environment, enterprise electronic mail (i.e. Microsoft Exchange), database administration, large-scale system backup and recovery strategies, web servers, firewalls, web content filtering, and basic network management techniques. Cisco certifications strongly preferred.

Abilities: Must be able to plan and implement local area networks utilizing Ethernet technologies, including wiring, electronics, and configuration. Must be able to diagnose network problems and provide solutions. Must be able to install hardware, both stand-alone and rack-mount, in a logical manner cognizant of configuration, compatibility, and performance considerations. Must be able to analyze hardware/software malfunctions and address accordingly. Must understand network protocols and how they inter-operate on local and wide area networks. Must have working knowledge of TCP/IP configuration and implementation. Must be able to prioritize competing tasks and requirements and accomplish them in a timely fashion. Must be able to read and understand complex spoken and written instructions and have working knowledge of how to research issues utilizing standard industry resources. Requires the ability to communicate with students, staff, parents and the public using patience and courtesy, and in a manner that reflects positively on the District. Must be able to work well independently and as part of a team.

Physical Abilities: Position involves light to medium walking, extensive standing, working in confined areas with bending and stooping routine, carrying and lifting of materials (under 50 pounds). Requires visual acuity to align small objects and to read numbers, letters, and images; hand and finger dexterity to make small component connections and to use keyboard, pointing device, etc.; and depth perception and good hand-eye coordination. Requires speaking and hearing ability to hear over phone and carry on routine conversations.

Education and Experience: Bachelor’s degree in Information Technology, Computer Science or a related field. One (1) year of experience in network cabling and electronics, i.e. switch, router, Ethernet, fiber, copper, etc.; server and workstation installation, configuration, and management; designing, implementing, and operating training programs; technical support in decentralized and diverse computing environment; database implementation and administration; and recent experience in network and computer support related to current releases of Microsoft Windows and Apple software.

or

Graduation from high school and five (5) years of experience in network cabling and electronics, i.e. switch, router, Ethernet, fiber, copper, etc.; server and workstation installation, configuration, and management; designing, implementing, and operating training programs; technical support in decentralized and diverse computing environment; database implementation and administration; and recent experience in network and computer support related to current releases of Microsoft Windows and Apple software.

Licenses and Certificates: Must have a valid California driver’s license

Special Requirements: Personal reliable vehicle, and auto liability insurance to be able to drive between the district office and school sites.