Iowa City Community School District

Job Description

Title:

Technical Support Specialist

Reports to:

Lead Technical Support Specialist

Job Goal:

Under the direct supervision of the Lead Technical Support Specialist, provide Tier 1 support, and training to district staff, students, and community members on district technology equipment and services in a manner that is professional and positively engages end-users to improve the educational experience offered by the Iowa City Community School District.

Qualifications:

• Minimum of AA technical degree or three years of experience, BA or equivalent preferred.
• Experience with customer service and client support.
• Experience with ticketing systems.
• Working knowledge of Windows, Chrome, Mac, and mobile operating systems, hardware and software troubleshooting, A/V technologies, wired and wireless networking, hardware repair, and K-12 industry-specific software platforms.
• Working knowledge of management systems like MECM, Google Admin, and JAMF.
• Working knowledge of Student Information Systems and Learning Management Systems like Infinite Campus and Canvas.
• Ability to understand, and use complex support documentation.
• Ability to apply knowledge of current technology to district-wide goals and initiatives.
• A commitment to ethical practices and to maintaining the highest standards of confidentiality in dealing with sensitive data and proprietary information.
• Such alternatives to the above qualifications as the District may find appropriate and acceptable.

Performance Responsibilities

• Provide support (hardware and software) to all district personnel via phone, email, chat, and in-person.
• Utilize the district’s technology support ticketing system to prioritize, respond to, update, escalate, and enter support requests.
• Provide support, including hardware and software deployment, installation, troubleshooting, and other general services for all district-owned technology equipment.
• Maintain and update device inventories for technology equipment, including the district’s non-deployed equipment pool.
• Maintain records of equipment sent for repair, document repairs, and file insurance and warranty claims per the guidelines established by the Client Services Manager.
• Participate in departmental and other meetings as directed by a supervisor, including the Director of Technology & Innovation or Client Services Manager.
• Participate in training and professional development opportunities, as directed by a supervisor
• Other duties as assigned.

TERMS OF EMPLOYMENT:

• Year-round (12-month) position
• Starting Wage Range of $23.72 - $25.14/hour depending on education, experience, certifications, and qualifications.
• 40 hours per week, matching Iowa City Community School Districts Office Hours
• Must possess a valid U.S. Driver’s License

EVALUATION: Performance of this job will be evaluated in accordance with provisions of the Board’s policy on Evaluation of Professional Personnel.