Anticipated IT Support Technician

The job of IT Support Technician was established for the purpose/s of providing device, software and technical support services for IU and local public and non-public schools primarily through the operation of the Service Desk and assist with onsite support activities.

• Act as a point of contact for phone calls and emails from DCIU staff and contractors regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• Tier 1 support - troubleshooting of IT related problems from in-house software to hardware
• Participates in meetings, workshops and/or trainings for the purpose of conveying and/or gathering information required to perform job functions.
• Assists with distance learning software and activities for DCIU programs and Delaware County Schools (e.g. scheduling; coordinating facilities; providing technical support) for the purpose of ensuring efficient operations.
• Maintain, support and provide customer assistance to utilize hardware/software in the DCIU Education Center (e.g. conference center, meeting rooms, computer labs, wireless mobile laptop care, smart board) for the purpose of ensuring efficient operations.
• Assist with network cable installations and terminations (e.g. data , fiber & voice connections) for the purpose of ensuring the efficient and effective functioning of network.
• Collaborate with level 2 personnel on all escalated cases.
• Travel to DCIU and district facilities to resolve issues.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Basic Active Directory knowledge, Intermediate level preferred. Creating user accounts, reset passwords, create groups etc.
• Basic device repair knowledge to assist with site service activities.
• Responsible for maintaining accurate hardware inventory database.
• Collaborate with Human Resources Department on Employee Onboarding/Offboarding process.
• Image and Deploy computer hardware for new and existing users.
• Manages Chromebook deployment and management requiring advanced knowledge of the Google Admin Console.
• The employee will be required to perform any other position-related duties requested by the supervisor.

• Performs other duties as assigned (e.g. yearly calibration and repairs on Audiometer equipment) for the purpose of ensuring the efficient and effective functioning of the work unit.
• Prepares written materials (e.g. procedures, reports, and memos) for the purpose of documenting activities, providing written reference and/or conveying information.

SKILLS are required to perform multiple, technical tasks with a need to routinely upgrade skills in order to meet changing job conditions. Specific skill-based competencies required to satisfactorily perform the functions of the job include: utilizing pertinent network, application, operating system monitoring and troubleshooting software; adhering to safety practices; planning and managing projects; and preparing and maintaining accurate records. KNOWLEDGE is required to perform algebra and/or geometry;

read a variety of manuals, write documents following prescribed formats, and/or present information to others; and understand complex, multi-step written and oral instructions. Specific knowledge-based competencies required to satisfactorily perform the functions of the job include: current, legacy and emerging operating systems; educational technology;
Inter/Intranet applications; and concepts of grammar and punctuation. ABILITY is required to schedule activities and/or meetings; gather, collate, and/or classify data; and consider a variety of factors when using equipment. Flexibility is required to work with others in a wide variety of circumstances; work with data utilizing defined but different processes; and utilize equipment under a variety of conditions for multiple purposes.

Ability is also required to work with a diversity of individuals and/or groups; work with data of varied types and/or purposes; and utilize a wide variety of types of job-related equipment. Some problem solving may be required to identify issues and select action plans. Problem solving with data frequently requires independent interpretation of guidelines; and problem solving with equipment is moderate to significant.

Specific ability-based competencies required to satisfactorily perform the functions of the job include: setting priorities; establishing effective relationships; being attentive to detail; communicating with diverse groups; conveying technical information to nontechnical audiences; and working nonstandard hours. Responsibility

Responsibilities include:

working under direct supervision using standardized procedures; providing information and/or advising others; and operating within a defined budget. Utilization of some resources…