Technology Specialist I

Essential Functions

• Adheres to established District procedures and escalation protocols (e.g. following process checklists, utilizing knowledge base articles, recognizing when to escalate complex issues to senior staff, etc.) for the purpose of ensuring consistent support outcomes and operating within the defined scope of the role.
• Attends hardware for classrooms, offices, and assigned users (e.g. imaging laptops, replacing screens/batteries, setting up projectors/interactive displays, unjamming printers, managing peripheral cabling, etc.) for the purpose of preparing technology resources for immediate and reliable use by students and staff.
• Attends meetings and training sessions (e.g. department staff meetings, safety briefings, new system orientations, etc.) for the purpose of conveying and gathering information required to perform job functions.
• Documents and manages requests for support and associated tasks in the ticketing system (e.g. showing ownership of requests from intake to resolution, logging detailed notes, ensuring tickets are closed accurately, etc.) for the purpose of maintaining a complete history of interactions, work performed, and ensuring accountability for all reported issues.
• Engages in professional development and feedback loops (e.g. reviewing closed tickets for accuracy, asking senior staff for guidance on unfamiliar issues, attending training on new hardware, etc.) for the purpose of mastering core job functions and increasing technical proficiency.
• Maintains local technology inventory and workspace organization (e.g. conducting device collection/deployment, auditing classroom equipment, securing high-value assets, keeping the workbench clean and safe, etc.) for the purpose of preventing loss, ensuring efficient access to spare parts, and projecting a professional image for the department.
• Solves software, account, and connectivity issues (e.g. resetting passwords/MFA, clearing browser caches, troubleshooting Google/Office 365 syncing errors, identifying phishing attempts, configuring Wi-Fi access, etc.) for the purpose of restoring immediate access to the digital platforms and instructional tools required for the school day.
• Serves as the primary on-site point of contact for Technology issues (e.g. receiving walk-up requests, fielding phone calls, monitoring the site ticket queue, greeting and working with vendors, etc.) for the purpose of ensuring that all students and staff receive timely, courteous, and reliable assistance in alignment with District service standards.
• Transports equipment and supplies (e.g. moving boxes of laptops between rooms, delivering toner, bringing e-waste to a central collection point, etc.) for the purpose of facilitating the physical movement of IT assets to required locations.

Experience

• Job related experience is desired in a customer-facing service role.
• Experience in Information Technology environments is a plus.
• Experience in K-12 public education industry is a plus.

Education

• A High School diploma or equivalent required.
• An Associate's Degree or equivalent preferred.