IT Support Technician

Location: Morton

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.

ESSENTIAL FUNCTIONS

• 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.

Other Functions

• 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.

KNOWLEDGE & SKILL REQUIREMENTS:

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;

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