TECHNOLOGY SUPPORT TECHNICIAN II

: POSITION GOAL To provide essential technical applications support to schools, departments, and the district, by implementing and maintaining standard district software, hardware, and applications and to support the rollout of district technology initiatives. ESSENTIAL PERFORMANCE RESPONSIBILITIES The Technology Support Technician II shall carry out the essential performance responsibilities listed below: Coordinate requests for assistance from schools, departments, and others; analyze details of problems to determine solutions and cooperate with and advise customers until problems are resolved. Provide direct technical and applications assistance to end-users. Trouble-shoot customer incidents to isolate technical causes and escalate to appropriate staff and follow up for resolution, within designated service level agreements. Record customer incidents in the district's tracking system and monitor their progress to resolution; maintain incident tracking reports on a regular basis. Provide technical assistance for the rollout of district technology initiatives. Assist customers with the installation, configuration, and use of standard district hardware and applications. Provide on-site technical and applications support and training for customers, as needed. Assist Information Technology staff to update training programs and maintain the training documentation. Provide proactive technical support to customers by monitoring and resolving issues with district systems and applications problems ensuring customer satisfaction. Performs basic support functions such as password resets and unlocking accounts. Interact with technology vendors to resolve customers issues. Operate a variety of standard office equipment, such as multi-function printers as well as applications which may be developed or advanced from future technology as required by the job. Able to have a professional demeanor and excellent listening skills with customers, clear and professional tone of voice, and able to work in a team-oriented environment. Perform and promote all activities in compliance with the equal employment and non-discrimination policies of the School Board of Broward County. Participate in training programs offered to enhance the individual skills and proficiency related to the job responsibilities. Review current developments, literature and technical sources of information related to job responsibilities. Ensure adherence to safety rules and procedures. Follow federal and state laws, as well as School Board policies. Perform other duties as assigned by the immediate supervisor, or designee. MINIMUM QUALIFICATIONS & EXPERIENCE A standard high school diploma or satisfactory completion of an approved General Education Development (GED) Testing A minimum of seven (7) years of experience in the area of technical support for computers and technology OR An earned associate degree or 60 college credit hours from an accredited institution A minimum of five 5) years of experience in the area of technical support for computes and technology AND Computer skills as required for the position. PREFERRED QUALIFICATIONS & EXPERIENCE Familiarity with the data networks, telephone systems, radio systems, software applications, and incident tracking systems utilized within Broward County School District. ITIL certification, CompTIA certification, A+ and Network+ certification, Microsoft Certified Desktop Support Bilingual. The Technology Support Technician I & II jobs are designated as one job for the purpose of job progression when the employee has achieved an evaluation indicating that his/her job performance has met or exceeded the expectations of the job. The Technology Support Technician I shall be promoted to Technology Support Technician II after two (2) years of experience in the department. SIGNIFICANT CONTACTS-frequency, contact, purpose Frequently interacts with all levels of district and school based instructional, non-instructional, administrative staff and outside vendors, by using tact and good judgment, to solve technical problems. PHYSICAL REQUIREMENTS Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently as needed to move objects. TERMS OF EMPLOYMENT Frequently interacts with all levels of district and school based instructional, non-instructional, administrative staff and outside vendors, by using tact and good judgment, to solve technical problems. LINK TO To review the complete for this position access the following website: and search by Job Code. The Job Code for this position is: MM-103 SKILLS COMPETENCIES CERTIFICATIONS LOCATION PREFERENCES/ADDITIONAL INFOR Salary Range: $49,086 - $75,251 Calendar: 247/248 Pay Grade: 20 NOTE: New Hires will be hired at the Minimum of the assigned Salary Range