Under the direction of the Chief Information Technology Officer or designee, provides technical support to school and office personnel regarding software and hardware problems; coordinates the repair, replacement and maintenance of electronic or computer equipment and related information and telephony technologies; diagnoses problems and researches solutions; and uses diplomacy and interpersonal skills to extract pertinent information and assist callers. Performs triage of technical support tickets. Runs IT ticket reports for all areas of IT support. Communicates with different IT groups to review their support ticket queues weekly.
REQUIRED DOCUMENTS: All required documents MUST be submitted electronically at the time your application is submitted.
Official or unofficial college transcripts indicating graduation with an associates degree or higher in a related field.
Or, completion of 60 semester (or 90 quarter units) in related course work.
*Unit/Degree verification (including equivalency of foreign degrees) must be submitted with the online application as an attachment in the form of unofficial transcripts. Equivalence of foreign degrees must have been reviewed and verified by a regionally accredited foreign degrees review agency.
Please note: Resumes are not required and are not reviewed in lieu of your application; therefore, ensure your application is complete.
One (2) vacancy – 100% (12 months per year, 5 days per week; 8 hours per day)
MINIMUM QUALIFICATIONS AND SPECIAL LICENSE OR LANGUAGE SKILLS
Associate degree in Computer Technology or Computer Network or completion of sixty (60) college semester units or ninety (90) college quarter units of computer major coursework from a four year college, or university, community college, or technical college. IT CompTIA A+ or Cisco CCENT certification is desirable.
Two (2) years of experience within the past five years providing computer desktop support. Certification or experience in at least one of the following areas: Microsoft Windows 10, Windows 7 or Windows 8.1 MCP of MCSA certifications. Experience supporting Apple hardware and software, web browsers, distributed client/server, telecommunications networks (especially LAN and WAN), and VoIP phone systems. Intermediate to expert level of knowledge of replacement of computer hardware like hard drives, computer memory, connection of printers, and computer projectors.
Employees must be physically and mentally able to perform the essential duties of a position with or without reasonable accommodation and without hazard to themselves or others. Must be able to lift and carry 60 Lbs. Must be able to be talking on the phone and remain sitting for long periods of times. Must be able to carry desktop computers and computer screens between different buildings and different floors. Must be able to bend to go under desks to connect and disconnect computer cables. Must be able to walk a flight of stairs multiple times during the day.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential duties and responsibilities of this class include, but are not limited to:
Provides help-desk services for client problems and support over the phone, email and via remote session to PUSD staff
Receives and records trouble call ticket information (customer information and problem description) into the customer service management information system for tier I logging and support
Creates tickets when the problem resolution cannot be completed remotely or over the phone
Works with other ITS division staff to resolve problem tickets
Communicates trouble call status to customers
Provides status to the division's management on mission critical application outages
Manages on-boarding of mobile devises to MDM tools like AirWatch and Google GAFE console
Makes appointments with PUSD staff to schedule pickup of computing devices at the district office
Manages Chromebooks and Apple hardware that need to be sent back for repairs to their respective vendors
Uses knowledge base component of Help Desk Management system to diagnose system malfunctions.
Enters problem resolution information into a Help Desk Management system, closes the problem, and informs the customer when the problem is resolved.
May dispatch District field support personnel to customer site.
Helps create system images for Windows and Mac OS computers
Helps create update packages for desktop operating systems, and pushes pushes system updates using Microsoft SCCM, AirWatch, and Apple update cashing services
Manages desktop apps update packages for use district wide
Performs related duties as assigned.
EMPLOYMENT STANDARDS AND WORKING CONDITIONS
Desktop operating system including, Microsoft Windows, Mac OS, Apple IOS, and Chrome OS
Intermediate to advanced operations of IP v4 and IP v6, including clear understanding of switches and routers
Best Customer Service practices and the measurement (metrics) of those practices
General office practices and procedures
Google Apps for Education
Provide technical support for Apple hardware, Windows based laptops, desktops, Chrome Books, computer projectors, Voip phones, and the software that makes these devises run
Lift sixty (60lbs) pounds
Work under pressure and adapt to changing working demands
Work independently, exercise initiative and good judgment
Analyze data and draw logical conclusions
Plan, organize, track and coordinate work to meet deadlines
Multi-task, function in a fast-paced unstructured environment with frequent changes
Remain calm and pleasant under stressful situations
Enter relevant data into a computer while conversing on the telephone
Organize files and maintain accurate records
Work effectively and diplomatically with other District employees, students, and the public
Communicate effectively orally and in writing
Maintain sensitivity to ethnic, religious, cultural and sexual differences
Employees who receive a regular appointment to the class must serve a probationary period of one hundred and thirty (130) days of actual work. During this period, an employee must demonstrate an overall satisfactory level of performance; failure to do so shall result in the employee's termination without right of appeal to the Personnel Commission.