Anticipated IT Support Technician

The IT Site Support Technician is responsible for providing device, software and technical support services for IU and local public and non-public schools.

ESSENTIAL FUNCTIONS

• Maintain phone equipment for the purpose of ensuring communications between DCIU locations.
• Maintain equipment inventory and warranty information of equipment (e.g. warranty repairs, serial numbers and relevant information, etc.) through the ITSM.
• Maintain Distance Learning operations, hardware and software.
• 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, smartboard, etc.).
• Prepares written materials (e.g. procedures, system level documentation, reports, memos, letters, etc.) documenting activities, providing written reference and/or conveying information.
• Support and assist Service Desk in resolving end user issues.
• Maintain Service Level Agreement metrics as per the IT Service Guidelines.

Other Functions

• Participates in meetings, workshops and/or trainings as required.
• Performs other related duties as assigned (e.g. stay current with equipment and ? software, etc.).
• Responds to inquiries from a variety of sources (e.g. staff, administrators, school site personnel, outside vendors and service providers, etc.) providing technical assistance and support to all DCIU sites and services.
• Serves as onsite contact for the Network Team to assist in troubleshooting and locally installed equipment.
• Assist with the Service Desk duties as requested.

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 methods and software; adhering to safety practices; executing projects; and preparing and maintaining accurate records.

KNOWLEDGE is required to read a variety of manuals and online support material, 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; environments and network protocols; current device repair methods 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 non-technical audiences; and working nonstandard hours.

Responsibilities include: working under direct supervision using standardized procedures; providing information and/or advising others; operating within a defined budget. utilization of some resources from other work units is often required to perform the job's functions. There is a continual opportunity to impact the organization’s services.

Education Required

• Associates and/or Vocational School degree with study in job related area or equivalent work experience.

Certifications Preferred

• Comptia A+ certification is preferred

• Comptia Network+ certification is preferred

Experience Required:

• Excellent verbal communication and problem-solving skills.

• Minimum of two (2) years of IT Support or related experience.

• Computer skills including Microsoft Word, Outlook, and Internet.

• Interpersonal skills: ability to foster teamwork and motivate/coach others.

• Make optimum decisions under pressure and time constraints

Other Qualifications:

• Teamworking skills to collaborate with team members and customers.

• Time management and organizational skills to manage various tasks and meet a deadline.

• Excellent attention to detail.

• Ability to relate to and function effectively with people of varying backgrounds and positions.

• Ability to communicate effectively and possess a positive and professional attitude toward duties and responsibilities.