Technical Support Specialist (TSS)

Reports to: Technology Director

SUMMARY:

The Technical Support Specialist (TSS I) is a service-oriented and self-motivated IT support position. The TSS will work on maintaining and monitoring the computer systems and networks for the Wenatchee School District. Tasks include solving complex technical issues and collaborating with end-users across all departments to assist them with their technical requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provides technical support for internal end-users on a variety of hardware and software problems, including operating system support, application support, system access problems, and other online application support.
Provides the highest level of customer service while building relationships and collaborating with staff, students, and/or parents to ensure an efficient, professional, safe, responsive, and courteous working environment.
Maintains the ticketing system for their area of responsibility.
Maintains inventory for their area of responsibility.
Configures and deploys hardware and software.
Acts as a building-level departmental liaison during infrastructure emergencies and helps maintain communications with all relevant parties.
Works collaboratively with District and building administrators as well as other technology specialists to provide reliable service to the end-user.
Works with network administration to diagnose and troubleshoot network outages and maintain network configuration for end-users.
Assists staff, students, and/or parents, with the operation of district-supported application software and hardware.
Contributes to helpdesk websites & web-based help tools for end-users
Maintains goodwill, cooperation, and productive relationships. Recognize and accommodate end users that have various levels of technical expertise and frustrations.
Collaborates to create technical documentation and procedures, and serves as a resource for training materials in response to, staff, and/or student inquiries for technical support.
Attends webinars and training sessions as assigned, to keep current with rapidly changing technologies.
Attends and participates in district-wide, building, and departmental meetings and committees to discuss computer-related issues, as well as contribute to departmental projects as a team member.
Collaborates with Help Desk staff to address support issues
Collaborates with district-level technicians about hardware and software purchases.
Collaborates with district-level technicians to obtain quotes for repair costs, installation, new devices, and maintenance.
Other related duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position requires the ability to stoop, kneel, bend, turn, and reach. Physical exertion to manually move, lift, and carry equipment will be required.
This position will require the ability to work with limited supervision and prioritize workflow as needed while maintaining communications with other support personnel and supervisor. The ability to relate well with students and staff is required, as communication will occur frequently.
This position may require working in crowded areas, where noise is moderate.

EDUCATION AND COMPETENCIES:

Minimum of an AA degree in a computer-related discipline, A+ or other applied technical certification, or two years of employment-related documented experience.
A Washington State Patrol Criminal History Information Form, required by RCW 43.43.830,
Must hold or have the ability to acquire a valid Washington State driver’s license along with dependable transportation.
Knowledge and use of computer operating systems and concepts for Macintosh, Windows, Chrome OS, and iOS
Google, Apple, and Mobile Device Management systems certifications are preferred
Ability to read and understand manuals for software and hardware applicable to district policies and standards.

Immigration Reform and Control Act Requirement: The recommended applicant, if not a current regular employee, will be required to complete an INS I-9 form and must provide proof of employment eligibility prior to working.

Disclosure Statement and Record Check: Pursuant to Chapter 486, Washington Laws of 1987, the recommended applicant, if not a current regular employee, will be required to complete a disclosure form indicating whether he or she has been convicted of crimes against persons listed in the law. In addition, a background check, based on fingerprints, will be requested from the Washington State Patrol & FBI. Employment is conditional based upon completion of the record check.

NON-DISCRIMINATION STATEMENT

The Wenatchee School District does not discriminate in any programs or activities on the basis of sex, race, creed, religion, color, national origin, age, veteran or military status, sexual orientation, gender expression, gender identity, disability, or the use of a trained dog guide or service animal and provides equal access to the Boy Scouts and other designated youth groups. The following employee(s) has been designated to handle questions and complaints of alleged discrimination: Civil Rights Coordinator, Title IX Officer, Section 504 Coordinator, HIB Compliance and Gender Inclusive Schools Coordinator: Eric Anderson, Executive Director of Learning, Teaching, and Schools, Anderson.eric@wenatcheeschools.org, 235 Sunset Ave. Wenatchee, WA 98801, 509 663-8161 You can report discrimination and discriminatory harassment to any school staff member or to the district's Civil Rights Coordinator, listed above. You also have the right to file a complaint (see below). For a copy of your district’s nondiscrimination policy and procedure, contact your school or district office or view it online here: Policy 3210 and Procedure 3210P

DECLARACIÓN DE NO DISCRIMINACIÓN

El Distrito Escolar de Wenatchee no discrimina en ningún programa o actividad por motivos de sexo, raza, credo, religión, color, origen nacional, edad, condición de veterano o militar, orientación sexual, expresión de género, identidad de género, discapacidad o el uso de un perro guía entrenado o un animal de servicio y brinda igualdad de acceso a los Boy Scouts y otros grupos juveniles designados. Los siguientes empleados han sido designados para manejar preguntas y quejas de supuesta discriminación: Coordinador de Derechos Civiles, Oficial del Título IX, Coordinador de la Sección 504, Coordinador de Escuelas Inclusivas de Género y Cumplimiento de HIB: Eric Anderson, Director Ejecutivo de Escuelas, anderson.eric@wenatcheeschools.org, 235 Sunset Ave. Wenatchee, WA 98801, 509 663-8161

Puede denunciar la discriminación y el acoso discriminatorio a cualquier miembro del personal de la escuela o al Coordinador de Derechos Civiles del distrito, mencionado anteriormente. También tiene derecho a presentar una queja (ver más abajo). Para obtener una copia de la política y el procedimiento de no discriminación de su distrito, comuníquese con la escuela o la oficina del distrito o véala en línea aquí: Política 3210 y Procedimiento 3210P

AN EQUAL OPPORTUNITY EMPLOYER