Job Summary
Supports technical computer systems support work at the intermediate level. Installs, configures, and maintains computer workstations, software, and hardware. Performs intermediate level local and remote troubleshooting and problem resolution. This classification lies above that of Technology Services Technician I and below that of Technology Services Technician III. Progression beyond this level requires movement into a specialized functional career path.
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Essential Functions
Depending upon the specific functional responsibilities, incumbents may perform some or all of the functions in the section below. Percentage of time spent performing essential functions may vary across positions.
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Percent of Job
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1. Responds to trouble calls on the Help Desk and Field Support; initiates trouble tickets; and troubleshoots and resolves basic and intermediate level problems related to technology hardware, software, and connectivity both remotely and onsite. Refers more complicated problems to higher-level technical staff.
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30%
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2. Installs, configures, and relocates technology equipment, peripherals, and software.
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15%
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3. Provides intermediate level assistance and consultation on system usage including word processing, spreadsheets, e-mail, data and file transfers, databases, and other district approved software and systems in accordance with existing hardware and software standards.
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15%
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4. Operates Help Desk and remote desktop software.
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10%
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5. Installs, configures, operates, maintains, and troubleshoots computer systems, workstations, and associated equipment.
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10%
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6. Implements routine preventive maintenance procedures per DCPS policies and standard operating procedures.
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10%
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7. Coordinates warranty work for assigned areas.
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10%
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8. Performs other duties as assigned.
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Qualifications
Open Requirements/Experience: A three (3) year combination of education, training and experience installing, configuring and maintaining Windows and/or Unix/Linux microcomputer systems, which includes the operation of microcomputers using word processing, spreadsheet applications, database, and network software.
Education may be substituted for experience for coursework, major, or degree; in Computer Science, Data Processing, Management Information Systems, or a related field; as follows: twelve (12) semester hours of course work for one (1) year of experience; an Associate’s degree for two (2) years. Certification in A+ and/or Network + may substitute for one (1) year of experience.
Promotional Requirements: All permanent employees of the unit who have worked for one (1) year in the class of Technology Services Technician I may be automatically promoted into this classification based upon the recommendation of the department.
Certifications & Licenses: A+, Network+ or similar certification preferred. A valid Florida driver’s license is required prior to appointment and must be maintained during employment in this class. Must furnish an automobile in good condition for use on School Board business for which mileage compensation will be paid.
Note: Employees shall receive an annual supplement for up to two (2) additional Technology Certifications after foundation certifications are met. Acceptable Certifications and corresponding supplements will be determined each year or as changes are needed. Supplements shall be effective upon receipt of acceptable proof of the Certification(s). Certification(s) must be maintained while employed in order to retain the supplement(s) tied to same.
Mobile Device: All Technology Division employees will be required to have a working cellular phone that supports voice call and text messaging.
Knowledge, Skills, and Abilities (KSAs)
- Basic knowledge of computer systems, servers, and workstation installations, including operation and preventive maintenance
- Intermediate knowledge of microcomputer software including word processing, spreadsheet applications, and data base
- Intermediate knowledge of computer hardware, software and data communications functionality and capability
- Intermediate knowledge of computer analysis and design principles
- Intermediate knowledge of computer associated equipment such as printers, scanners, and digital cameras
- Strong oral, written, and interpersonal communication skills
- Strong customer service skills
- Ability to read, understand and apply knowledge acquired from computer manuals, software instructions, and by accessing technical support
- Ability to determine and meet user computer system and workstation needs
- Ability to operate Help Desk and remote desktop software
- Ability to prepare and maintain documentation, instructions, and reference materials
- Ability to assist and provide basic instruction to users in both one-on-one and small group settings
- Ability to perform duties in accordance with district standards and policies
Physical Requirements and Working Conditions Legend:
0% = No Requirement (N)
1-20% = Some Requirement 1-2 hours per day (S)
21-50% = Moderate Requirement 2.5 – 4 hours per day (M)
51-79% = Great Requirement 4.5-6 hours per day (G)
80-100% = Constant Requirement 6.5 hours or more per day (C)
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Physical Requirements/Movement:
Lift heavy (51 to 100 lbs.) items or awkward weights (S) – (lifting is in conjunction with others)
See (C)
Hear (C)
Talk (C)
Sit (C)
Walk (M)
Stand (M)
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Bend/stoop (S)
Kneel (S)
Climb/high places/ladders/scaffolding (S)
Grasp (C)
Fine hand & finger movements (C)
Repetitive arm and hand motion (M)
Operate equipment (S)
Operate motor vehicle (S)
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Work Conditions:
Office environment (C)
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Dusty (S)
Confined spaces (S)
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Note: The essential functions, physical demands, and working conditions described are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. |