Job Summary: Provides second tier support (desktop/laptop/mobile devices) to
7th district customers. This individual is involved in the installation and
rollout of hardware devices, software packages, and OS configurations.
Individual maintains workstation hardware and software including the support
of a mobile workforce. This person troubleshoots hardware and software
problems using documented procedures and checklists as guides. Individual
documents incidents and their resolutions completely and concisely. This
individual escalates to senior members of team when necessary. The level of
work required is considered intermediate and staff must be able to work under
general supervision. This job does not have any direct reports. Principal
Duties and Responsibilities: Provides technical support remotely or on-site
for computing hardware (desktop, laptop, mobile devices, and peripherals),
operating system, and software applications. Resolves and tracks service
requests and service issues within incident management system. Images and
configures systems, distributes hardware, and performs software installations.
Provides technical documentation and training to peer service desk technicians
on new software/hardware or issues. Works with external IT providers and
vendors to resolve and escalate system issues. Participates on and leads
district projects, assignments, and provides status reports. Researches
problems and identifies trends. Performs other duties as assigned. Position
Requirements: Education & Experience: Associate degree required (Bachelor's
degree preferred) 3 to 5 plus years of direct work related experience
Knowledge & Skills: Demonstrates independent thinking and decision-making
abilities Knowledge of Microsoft Windows troubleshooting and configuration
Knowledge of PC hardware configuration and deployment Understanding of ITIL
processes: Change Management, Problem Management, and Incident Management
Knowledge of Active Directory, SCCM, Lotus Notes, and Microsoft Office
Knowledge of languages such as VBScript, SQL, and Powershell Knowledge of
network concepts and protocols such as DHCP, DNS, LDAP, and VPN Understanding
of application development processes Strong phone/remote/on-site
troubleshooting skills Excellent customer service and phone etiquette skills
Strong communication and problem solving skills Technical certification is
beneficial