What are the responsibilities and job description for the Technology Support Technician position at Avery County Schools?
Role Description:
The Technology Support Technician provides hardware and software support to users within the
school system. This work includes repair, maintenance, and support of technology-related
equipment and systems. This position troubleshoots issues, positively communicates with users,
and provides excellent customer service. Duties involve gathering information on technical
situations then referring to manuals or documentation to resolve the problem or escalating
complex issues to other technical professionals.
Duties and Responsibilities
Assists with the installation, troubleshooting, and upgrade of Apple and Windows-based
hardware, software, and related peripherals.
Assists with the installation, troubleshooting, and upgrade of classroom VOIP phones, displays,
projectors, and related peripherals.
Uses a ticket tracking system to manage the daily work orders of the school system and provide
detailed documentation of repairs and action taken to resolve work orders.Uses an inventory system to track technology-related equipment.
Assists with the configuration, installation, and troubleshooting of network equipment such as
cabling, switches, access points, and other related peripherals under the supervision of
supervisor and/or network engineer team.
Assists in the use and troubleshooting of learning-, device-, and user-management systems such
as Active Directory, Mosyle, Infinite Campus, NCEdCloud, and Google Education Workspace.
Escalates complex problems to higher level technical support inside and outside the organization.
Provides timely responses to work orders and assigned tasks or duties.
Assists and trains stakeholders on technology procedures and policies.
Motivated to learn and expand knowledge by reviewing professional resources, attending
classes, workshops, or conferences.
Communicates effectively with users who may not be coherent in clarifying problem situations.
Interacts effectively and professionally, and provides exceptional service at all times with
exemplary customer service skills.
Knowledge, Skills, and Abilities
Strong knowledge of computers, iPads, and related technologies
General knowledge of components of local area networks
Ability to communicate effectively with all levels of technology users
Strong ability to use problem-solving skills to resolve issues
Ability to recognize when to refer complex problems to higher-level technical support
Strong knowledge of hardware and software troubleshooting
Strong knowledge of presentation equipment such as TVs, interactive boards, and projectors
General knowledge of A/V equipment
Education and Experience
Associate degree in computer science or an IT related field from an appropriately
accredited institution; or High school or General Educational Development (GED)
diploma and two years of experience in the field of technology related to the position's
role. Coursework in computer or information technology may be substituted year-for-year
for the required experience; or an equivalent combination of education and experience.
A certification (preferred)