Primary Purpose:

Perform Tier Il technical support, both remotely and on-site. Solve complex computer hardware and
software issues as reported to the Helpdesk. Work on major projects in the Technology Department to
completion including installing and maintaii ng computer equipment and network and
software applications throughout the district. Provide direct technical support to Technician I staff.

 

Qualifications:

Education/Certification:

High school diploma or GED
Computing Technology Industry Association (CompTIA) A+ Certification preferred
Knowledge of Windows, Linux, Unix and other common operating systems preferred

Special Knowledge/Skills:

Ability to understand complex projects as defined and execute completion of same
projects with limited guidance
Ability to research new technologies and practices needed to support learning environments
Ability to remotely provide support, diagnose, and remedy complex user issues via remote services
Knowledge of computer workstation setup
Knowledge of computer hardware and software applications
Ability to install, maintain, and repair computers and peripherals, including printers, modems, scanners
Ability to install and maintain network cables and hardware
Ability to diagnose problems and perform repairs

Experience:

Five years or more of work experience installing, maintaining, and repairing computers and peripherals
and execution of projects to successful completion.

Major Responsibilities and Duties:

Helpdesk

1. Provide helpdesk services and respond to complex user issues.
2. Provide remote technical support services assisting with complex hardware and software issues.
3. Respond on-site to complex issues requiring higher level support.

 

Projects

4. Assist in project planning with departmental leadership.
5. Complete projects as directed by Network Manager and Director of Technology with guidance and
support of other technicians.
6. Install and upgrade computers and peripherals throughout the district.
7. Install network cabling and network peripherals throughout the district.
8. Relocate computer hardware, peripherals, and equipment as needed.
9. Install and configure software as needed.
10. Assist with the installation, maintenance, troubleshooting, and repair of data communications
circuits and equipment.

 

 

Equipment Repair and Maintenance

11. Diagnose and repair equipment, including printers, terminals, and personal computers.
12. Service equipment according to established preventive maintenance schedule.
13. Maintain accurate updated records of preventive maintenance.
14. Maintain accurate records of time and materials required to perform repairs and service.

 

Safety

15. Operate tools and equipment according to prescribed safety procedures.
16. Follow established safety procedures and techniques to perform job duties, including lifting, climbing and
carrying.
17. Correct unsafe conditions in the work area and report any conditions that are not correctable to the supervisor
immediately.

 

Other

18. Provide indirect supervision and direct support to Computer Technician I staff based upon
assigned learning community.
19. Provide guidance to Computer Technician I staff in the resolution of customer service and
technical problems using the proper implementation and interpretation of procedures.
20. Respond to after-hours projects/events as needed.
21. Schedule work order assignments for technicians within their assigned learning communities.
22. Comply with policies established by federal and state law, State Board of Education rule, and local
board policy.
23. All other duties as assigned.

 

Supervisory Responsibilities:

NONE

Equipment Used:
Hand tools and test instruments for electronic repairs and cable installations. Personal computers and
peripherals, including modems and printers.

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors:

Climbing, stooping, bending, and kneeling; frequent use of small hand tools and electronic test
equipment; frequent districtwide travel. Occasional prolonged and irregular hours. May be required
to be on-call 24 hours a day.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.