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JOB CLASSIFICATION:
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Classified, Exempt
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QUALIFICATIONS:
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Educational Level:
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Associate’s degree in Computer Science or related major
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Certification or Licensure:
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Preferred: A+, Network+, Security+
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Experience Desired:
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At least 3 Years IT Helpdesk (Tier I/II) experience
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Employee Characteristics:
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Cooperation
Attention to Detail
Dependability
Integrity
Concern for Others
Self-Control
Stress Tolerance
Adaptability/Flexibility
Independence
Initiative
Collaboration
Confidentiality
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DEPARTMENT:
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Technology
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REPORTS TO:
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Network Operations Director
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REQUIRED RESPONSIBILITIES AND JOB TASKS:
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- Provides Tier 2 network and systems support to school LAN Managers within our seven county region both deskside and remotely.
- Utilize helpdesk to process tickets and provide accountability, communication, and billing for services performed.
- Perform end user device and network troubleshooting / upgrades.
- Assist in the creation of processes and procedures for school network operations.
- Contribute to the administration of network backup and disaster recovery.
- Contribute to the planning and implementation of multiple technology projects.
- Contribute to the planning, implementation, and administration of cybersecurity best practices.
- Maintain school network documentation.
- Other duties as assigned.
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TECHNOLOGY EXPECTATIONS:
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- Knowledge of Windows client operating systems is required.
- Knowledge of Mac OS client operating systems is required.
- Knowledge of Mac iPadOS versions is required.
- Knowledge of Chrome operating systems is required.
- Knowledge of Google Admin console is required.
- Knowledge of Windows Server operating systems is required.
- Virtualization with Microsoft Hyper-V experience is required.
- Understanding of network switches, routers, VLANs, and firewalls is required.
- Experience with Ubiquiti network switches, routers, wireless access points, and wireless bridges is a plus.
- Experience with Mosyle MDM, NinjaOne RMM, IT Glue, and Connectwise Control is a plus.
- Knowledge of circuit boards, processors, electronic equipment, and other computer hardware and software, including applications and basic programming / scripting.
- Telecommunications/Networking- Knowledge of transmission, routing, switching, control, and operation of wired, wireless, PBX or VoIP telecommunications systems along with a thorough understanding of the OSI model, networking protocols within, and TCP/IPv4 subnetting.
- ESU 7 Social Media resources
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REQUIRED SKILLS AND ABILITIES:
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- Customer and Personal Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
- Mathematics – Knowledge of arithmetic, algebra, geometry and their applications.
- Psychology – Knowledge of human behavior and performance; individual differences in ability, personality, and interests.
- Oral/Written Comprehension - Listening to and understanding information and ideas presented through spoken words and sentences or reading and understanding information and ideas presented in writing.
- Oral/Written Expression - Communicating information and ideas by speaking or writing so others will understand.
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Active Learning – Understanding the implications of new information for both current and future problem solving and decision-making.
- Communicating with Persons outside Organization – Communicating with people outside the organization; representing the organization to customers, the public, government, and other external sources.
- Establishing and Maintaining Interpersonal Relationships – Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Interpreting the Meaning of Information for Others – Translating or explaining what technical information means and how it can be used.
- Team Player – Encouraging and building mutual trust, respect, and cooperation among team members.
- Instructing – Effectively teaching others how to do something.
- Problem Sensitivity – Acknowledging when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
- Social Perceptiveness – Being aware of others’ reactions and understanding why they react as they do.
- Time Management – Managing one’s own time and the time of others.
- Coordination – Adjusting actions in relation to others’ actions.
- Persuasion – Persuading others to change their minds or behavior.
- Judgment and Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Service Orientation – Actively looking for ways to help people.
- Installation – Installing equipment, machines, wiring, or programs to meet specifications.
- Troubleshooting – Determining causes of operating errors and deciding what to do about it using logic and reasoning to evaluate options and implement solutions.
- Equipment Maintenance – Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
- Equipment Selection/Job Planning – Determining the kind of tools and equipment needed to do a job.
- Ability to work with minimal supervision.
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ESSENTIAL FUNCTIONS:
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The essential functions of this position include: (1) regular, dependable attendance on the job; (2) the ability to perform the identified tasks and to possess and utilize the identified technology expectations, skills, and abilities and to perform the identified work activities; and, (3) the ability to perform the following identified physical requirements:
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