Technical Support Officer

Provides first line of technical support and guidance to end users. Responsible for assisting users in resolving hardware and software issues by fielding email and telephone calls, diagnosing problems, and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution. Installs, tests, monitors, upgrades, troubleshoots and repairs computer systems, networks and peripherals. Relies on knowledge and professional discretion to achieve goals. Significant ingenuity and flexibility is expected.

Education & Experience: 

B.S. degree in technical or business related field or 1 year of experience in computer networking or technical field.

Skills & Abilities: 

Excellent verbal, written and customer relations skills; ability to apply logical and critical thinking when solving problems.Proficiency in: Computer hardware and software installation, TCP/IP networking, wireless networking, user account management, and troubleshooting.Familiarity with Windows and Mac OS.Experience with the Microsoft Office productivity suite.

Certifications / Licenses: 

Preferred Certifications: A+ Certification, Network+ Certification, Cisco Certified Entry Network Technician, Microsoft Certified Professional Certification.

Physical Demands: 

The ability to use a computer keyboard effectively.

The ability to orally communicate by phone and in person.

The ability to physically move and transport computer equipment.

The ability to see and read printed material.

The ability to operate a standard equipped company motor vehicle.

Work Environment: 

Indoor office conditions. On-call rotation, work weekends and shift work as needed.

Driving: 

A valid Tennessee Class “D” license preferred.

Telephone: 

Must maintain an operating telephone and furnish the number to his/her supervisor.

Essential Functions: 

• Log all incidents and service requests in the service desk ticketing system. Where necessary, perform ticket logging on behalf of District staff.
• Manage service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency.
• Ensure system and data security is maintained at a high standard, ensuring the integrity of the JMCSS network is not compromised.
• Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner.
• Monitor performance of JMCSS systems, ensuring issues are appropriately escalated and resolved.
• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT department.
• Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.
• Provide first line of support for all technology infrastructure and end user requests.
• Resolve end user issues via remote software, email, telephone, or on premise visits.
• Provide remarkable customer/technical support and strive for full issue first call resolution with each case
• Respond to end user needs and establish good customer relations that result in enhanced end-user satisfaction.
• Troubleshoot hardware, software, and peripherals.
• Assist with user account creation and password management.
• Conduct printer and peripheral installation.
• Conduct system deployment and basic user training.
• Apply security patches and updates to computer equipment on a frequent basis.
• Ensure routine preventative measures are performed on existing equipment and systems.
• Respond to the needs and questions of users concerning access to resources on the network and the operation of various software programs.
• Read trade publications and periodicals, attend seminars and meetings, and pursue additional training and certifications to stay abreast of the latest developments within the Information Technology field.
• Contribute to support knowledge base on a regular basis.
• Remain accessible for “on call” activities.
• Perform additional duties as requested.

Role Competencies 

• Display confidence when dealing with people, with well-developed written and verbal communication skills.
• Communicate well with staff members, exhibiting excellent listening skills.
• Demonstrate high standards of professional behavior when dealing with suppliers and staff members.
• Ability to investigate issues and requirements and identify and prioritize appropriate solutions.
• Be well presented exhibiting a professional appearance.
• Adapt and adjust to change and its processes, constantly seeking process improvement.
• Ability to work in a flexible environment.
• Ability to maintain detailed and accurate records.
• Offer assistance to other employees in use of various technologies.
• Ability to build professional relationships with staff throughout the district.

Professional Development 

• Desire to pursue individual training and development activities in an effort to update knowledge and skills.
• A willingness and capacity to become better equipped to perform job responsibilities by transferring new knowledge and skills gained through training to the workplace.

Performance Management 

• Ensure the setting of mutually agreed goals, objectives and performance measures for the role, identifying Key Performance Areas for (6) six month and annual review processes.

Job Types: Full-time, Contract

Experience:

• computer network administration or computer technical : 1 year

Education:

• Bachelor's

License:

• Cisco Certified Entry Network Technician
• A+ Certification
• Microsoft Certified Professional Certification
• Network+ Certification

Required work authorization:

• United States