Job Description
JD352 Information Technology Support Technician II Job Description Purpose: The Information Technology Support Technician II supports the Technology Department’s goal of ensuring that all staff and students of the school district have access to the technological tools and information necessary to participate effectively in the educational process. This is accomplished by providing tier 2 remote and on-site technical and functional support of assigned technology systems and ensuring timely support and resolution for issues of a complex and technical nature. Work requires an advanced understanding of hardware, software, networking, virtualization, telephony, audio/video and cloud-based systems. Exercise of initiative and customer service skills is required to carry out tasks and projects as assigned. Supports other team members to deliver high quality customer service to customers. Work is performed independently and in a team atmosphere with minimal supervision. Responsible to: Director of Technology Salary : Technology Hourly Rate Schedule, Level 2 Classification of Employment : Non-Exempt Date: September 2022 QUALIFICATIONS: High School Diploma or Equivalent. Possession of a valid driver’s license is preferred. Strong organizational and time management skills. Good written and verbal communication skills. Demonstrated ability to apply technology solutions to educational and business problems. Demonstrated critical thought and problem solving skills. Two years experience as an Information Technology Support Technician I or equivalent experience outside the district. Information technology certifications preferred (A+, Net+, Security+, OS, MDM, ITIL, Cisco). Two years experience supporting information technology systems, including computing devices, Operating Systems, printers, mobile devices, LAN/WAN and wireless networking, servers, virtualization, databases, and directories preferred. Functional understanding of project management principles. Demonstrated self-driven motivation to continue learning, accept new projects and challenges and mentor others. ESSENTIAL FUNCTIONS: 1. Knowledge, Skills and Abilities a. Effectively employ technical expertise to ensure efficient operation of the district’s technology systems and resolve educational and business issues. b. Communicate complex technology concepts in an easy-to-understand, non- technical manner with students, staff and coworkers. c. Support and adapt to change with little or no advanced notice. d. Work well under pressure in a fast-paced, stressful, and rapidly changing environment. e. Handle multiple tasks with frequent interruptions. f. Complete assigned tasks and projects in a timely manner and assist colleagues in completing their tasks when needed. g. Learn complex systems independently, quickly, and effectively. h. Follow directions and complex instructions, both written and verbal, in a timely and professional manner. i. Take initiative and employ critical thinking and independently researches and find answers to complex technology issues and questions. j. Documents complex concepts and solutions, processes and procedures as needed. k. Address customer needs and resolve issues with little or no supervision. l. Possess strong interpersonal, written and verbal communication skills. m. Collaborate effectively with team members and district staff. n. Employ principles of project management to complete projects of a complex nature. o. Act as a point of escalation and resource for coworkers. p. Stay abreast of new technologies and shares with appropriate colleagues. q. Comply with all district policies, rules and regulations. r. Support the value of an education. s. Support the mission, vision and philosophy of Derby Public Schools and the Technology Department. 2. Physical Requirements/Environmental Conditions: a. Requires prolonged periods of sitting and/or standing for up to a couple hours at a time. b. Requires stooping, bending, reaching and lifting up to 50 pounds. c. Requires ability to transport oneself to different work locations. d. Occasionally requires adjustment of work schedule to complete tasks and/or work overtime. e. May occasionally require remote work. f. May occasionally require travel outside of the district. g. Requires regular attendance and/or physical presence at the job. GENERAL RESPONSIB