Specialist - Technology Support

Title

Title Code

Specialist-Technology Support

B05653

Division/Department

Unit

Grade

Technology

V

C/D

12-Month

Reports To (title only)

Current as of

Specialist - Technology Support Sr.

12/1/2020

Position Summary

Is this position exempt from overtime pay?

Yes

Provides leadership, supervision, expertise and third level technical support regarding all aspects of supported technology to include software, hardware and networking related problems and issues to school-based Technology Support Technicians and Help Desk staff. Provides advance support to the leadership staff regarding emerging technology, areas of concern from the field and works on projects. This position requires travel between work locations. This position is considered essential personnel.

Essential Duties & Responsibilities

Does this position have supervisory responsibilities?

Yes

1. Manages workflow of assigned Instructional Cluster to ensure support requests are resolved in an efficient and timely manner and identifies recurring and chronic issues which can be resolved through automation or other process improvements.

2. Promotes excellent customer relations in all customer transactions/contacts and reduces first-call resolution times for incidents, problems, and requests, exercising judgment escalates issues appropriately.

3. Provides resources, training and guidance, and advanced troubleshooting and support, to School Support Technicians on all technical issues.

4. Supervises, facilitates and coordinates the flow of communication between Technology Support teams and internal AACPS groups.

5. Supervises and coordinates the support effort to administrative and instructional computers, including peripheral devices, drivers, network devices, and servers.

6. Performs routine network configuration management functions and monitors systems availability, troubleshooting wireless devices and other networking hardware as necessary.

7. Installs and diagnoses issues with operating systems, applications software, network, servers, desktops, laptops, and/or printer problems.

8. Ensures rigorous application of information security/information assurance policies, principles, and practices in the delivery of network services and the use of software systems.

9. Conducts regularly scheduled cluster team meetings to disseminate information and discuss current issues. Reviews work of team members for conformity to project objectives, established standards and accountability.

10. Conducts annual performance evaluations for all School Support Technicians within assigned cluster as well as recommends various personnel actions including, but not limited to: hiring, promoting, and scheduling School Support Technicians.

11. Performs other duties as assigned.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made on request to enable individuals with disabilities to perform the essential functions.

Education

• 
  Associates Degree with major coursework in Computer Science, Data Processing, Technology or related field from a regionally accredited college or university; Or an equivalent combination of education and experience which provides the required knowledge, skills and abilities deemed sufficient to prepare the applicant to successfully perform the duties of the position.

Experience

• 
  Four (4) years of professional work experience in Information Technology with at least one (1) year in a lead role; Or an equivalent combination of education and experience which provides the required knowledge, skills and abilities deemed sufficient to prepare the applicant to successfully perform the duties of the position, including related advanced technical certification, or relevant work experience in a technical/customer service environment which provides the skills necessary to effectively perform the duties of the position.

Knowledge, Skills, and Abilities

• 
  Knowledge of and experience demonstrating Leadership skills.

• Knowledge of and experience with systems administration and procedures, software distribution tools and mechanisms, the organization’s network infrastructure, customer service, desktop and server operating systems, client application installation, and the image duplication processes.

• Knowledge of and experience configuration, installation, implantation, integration, maintenance, of Server and Desktop based hardware and software.

• Knowledge of and experience with active Directory environment, Local area and wide area networking principles and concepts and data backup and recovery tools and techniques.

• Demonstrated ability to communicate both verbally and in writing, the ability to motivate people, outstanding client service orientation, proven strategic thinking skills and the ability to implement district wide plans.

• Demonstrated skills to distinguish priorities and be results orientated.

• Knowledge of and experience with all Windows platforms or current AACPS standard operating systems.

• Demonstrated ability to work effectively within a team environment.

• Demonstrated ability to install software and peripheral devices, set up networked computers, and perform advanced network management operations.

• Demonstrated ability to plan / administer major projects and conduct application and technical in-services.

• Demonstrated ability to effectively work and communicate with diverse populations.

Licenses/Certifications

• 
  Industry Certification relevant to this job is preferred.

• Possess a valid Motor Vehicle Operator’s license and have daily access to reliable transportation.

QUALIFICATION REQUIREMENTS for employment in Grade D by new hire or transfer:

In addition to all the requirements of Grade C listed above

• Two (2) additional years successful experience.

• Achievement of Professional Certification and maintenance of current certifications.

• Demonstrated excellent customer support, confidence handling high profile projects.

• Ability to work effectively with both technical and non-technical individuals.

Career Ladder Requirements

Eligibility for Consideration for Advancement from Grade C to Grade D requires:

• Two (2) years continuous successful experience in the position at the Grade C level.

• Mastery of all duties and responsibilities of the position.

• Achievement of Professional Certification or evidence of course completion in pursuit of such certification.

• Evidence of completion of additional training that may be recommended by supervisor and/or participation in approved professional development programs or courses, approved in advance by the supervisor.

• Achievement of identified goals as they relate to the needs of the district and as established by the supervisor.

• Consistent maintenance of an effective and orderly work environment.

• Consistent compliance with general office procedures such as standards contained in the AACPS Employee Handbook; demonstration of discretion and excellent customer service; regular and punctual attendance; and building dress code, including wearing AACPS ID badge.

• Above Satisfactory overall job performance for two (2) most recent consecutive years.

• Recommendation of supervisor.

Physical Requirements

• Ability to raise objects weighing up to 50 pounds from a lower to a higher position or moving objects horizontally from position to position.

Established: 10/1/2008