Technology Support Specialist Intermediate

This position's responsibilities, under the general direction of an IT Manager, are to respond to support tickets in accordance with department policies, provide excellent customer service, troubleshooting of technical problems involving operating systems, hardware, software, peripherals, and other classroom technologies; address user requests for equipment maintenance and enhancement; install, re-install and upgrade operating systems, software applications and computer equipment and network components, including peripherals, and to act as a resource for users regarding technology.  Level II support staff are expected to be able to handle more demanding support needs or larger scale campuses.


 60%

• Responds to support requests; acts as a first level problem identification and resolution resource regarding operating systems, system equipment, software, and other classroom technologies, including answering questions, providing advice, troubleshooting and following-up with customers in solving their network system equipment problems; maintains service records, including an action plan for problem resolution.

30%

• Installs, re-installs and upgrades operating systems, software applications and computer equipment, including peripherals; refers customer problems, as needed; determines appropriate resource for resolution.

5%

• Provides technical support and training to staff, students and other network users; serves as a technical advisor to assigned system users.

5%

• Provides on-site technical support to a variety of sites, requiring the ability to drive to locations in an assigned geographical cluster. 

OTHER FUNCTIONS:

• Performs related duties consistent with the scope and intent of this position.
• Maintains state of the art knowledge of hardware and software related to classroom technology. 
• Assist with project related tasks as assigned by the Support Lead

DISTRICT-WIDE CORE COMPETENCIES:

Collaboration
Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties. 

• Is seen as a team player who encourages efficient and effective collaborations.
• Works skillfully in difficult situations with both internal and external groups.
• Represents his/her own interests while being open-minded to other groups.
• Builds respectful and productive relationships internally and externally. 

Getting Results (Action Oriented)
Performs work with energy and drive; values planning, but will take quick, decisive action when an opportunity presents itself. 

• Demonstrates a strong sense of urgency about solving problems and getting work done.
• Focuses on achieving the goal even in the face of obstacles.
• Assumes responsibility for starting and finishing work with minimal supervision.
• Strives for new levels of performance. 

Decision Quality & Problem Solving
Uses analysis, wisdom, experience and logical methods to make good decisions and solve difficult problems with effective solutions; appropriately incorporates multiple inputs to establish shared ownership and effective action.

• Weighs the consequences of options before making a decision.
• Applies appropriate criteria to situations for the purpose of making decisions.
• Displays self-confidence in own judgment.
• Focuses in the facts and solutions instead of opinions and problems.

Integrity
Is widely trusted; is seen as a direct, truthful individual; presents truthful information in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain. 

• Deals with people and situations in an honest and forthright manner.
• Represents information and data accurately and completely.
• Represents the confidentiality of information and concerns shared by others.
• Takes ownership if a mistake is their own and does not blame others.

Accountability
Holds self and others accountable for measurable high-quality, timely and cost-effective results; determines objectives, sets priorities and delegates work; accepts responsibility for mistakes; complies with established control systems and rules. 

• Takes responsibility and action as if the risks (financial or otherwise) are his or her own.
• Holds individuals and team accountable for their actions and results.
• Initiates action even if outcome is uncertain and is willing to accept the consequences of failure.
• Aligns own activities and priorities to meet broader organizational needs.
• Demonstrates courage and confidence in his or her own ability.

RELEVANT COMPETENCIES:

Functional / Technical Skills 
Possesses required functional and technical knowledge and skills to do his or her job at a high level of accomplishment; demonstrates active interest and ability to enhance and apply new functional skills.

• Understands the technical aspects of the job and keeps up-to-date on key technical or functional aspects of the job.
• Applies appropriate technical/functional knowledge to address situations in a timely manner.
• Thinks of ways to apply new developments to improve organizational performance.
• Shares expertise and skills with others when appropriate.

Technical Learning 
Quickly learns and integrates new technical skills and knowledge; seeks out avenues to enhance technical knowledge.

• Picks up and integrates technical skills quickly.
• Recognizes trends and effectively prepares for changes.
• Seeks out opportunities to advance one's learning in relevant technical disciplines.

Time Management
Uses his or her time effectively and efficiently; concentrates his or her efforts on the most important priorities; adeptly handles several tasks at once. 

• Focuses his/her efforts on the most important priorities.
• Uses time effectively and efficiently.
• Handles multiple-tasks effectively and efficiently.
• Values other people's time.

Interpersonal Skills 
Is warm and easy to approach; builds constructive and effective relationships; uses diplomacy and tact to diffuse tense situations; has a style and charm that immediately puts others at ease and disarms hostility.

• Relates well with others
• Builds constructive and effective relationships.
• Considers and responds appropriately to the needs and feelings of different situations.
• Is tactful, diplomatic and demonstrates consistency and fairness.

KNOWLEDGE, SKILLS & ABILITIES: 

• Use of current computer operating systems and software applications;
• Hardware and peripherals;
• Basic understanding of networking concepts and TCP/IP
• Customer service techniques and principles. 
• Skills in communication and customer service; user training, installing, re-installing and upgrading mainstream operating systems, software applications and computer equipment, including peripherals;
• Skills in collaborating and working as part of a team.
• Troubleshooting and problem solving skills. 
• Install, re-install and upgrade mainstream operating systems, software applications and computer equipment, including peripherals;

EDUCATION/EXPERIENCE:

 

A typical way to obtain the knowledge and abilities would be:

 

Three (3) years of applicable experience in an information technology setting; four (4) years of experience is preferred; Bachelor’s degree in computer science or related field; qualifying work experience may substitute for the education requirement on a year-for-year basis; or an equivalent combination of education and experience.

Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities to perform the work will be considered.
 
CERTIFICATIONS & LICENSES:

Valid Washington State driver’s license or evidence of equivalent mobility.

TESTING

A technical test may be administered as part of the screening process and will be conducted at the JSCEE building.

CLEARANCES:

Criminal Justice fingerprint and background check