Technology Support Specialist

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%

• Provide 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.

REQUIRED OTHER 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 (or the ability to display sufficient knowledge and informal experience if no formal job experience); Associate’s degree or completion of a vocational training in data processing, data communications or related field; allowable substitution: Two (2) additional years of qualifying work experience may substitute for the education requirement on a year-for-year basis; additional qualifying education may substitute for the required work experience 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 written test may be used during the screening process.

CLEARANCES:
 Criminal Justice fingerprint and background check

Salary : $71,033 - $91,213