Job Summary:

This position is responsible for supporting users with issues arising from everyday device use. This role provides a mix of technical and customer service skills to others by performing the following duties.

Essential Duties:

• Answers technical support requests made by email and phone.

• Resolves common internet/email/web/OS/Microsoft Office issues.

• Triages and escalates problems you cannot fix to other team members.

Job Duties:

• Provides day-to-day support for the Organizations computing environment, applications, related hardware, peripherals, etc.

• Ensures courteous, professional, and efficient service to staff, students, and parents.

• Trains staff on essential technological functions.

• Works independently and demonstrates flexibility to changes in work schedules and assignments.

• Develops and maintains knowledge of application systems, interfaces, reporting processes, and data flows within the Organization.

• Assists in the documentation of IT-related policies, processes, and workflows.

• Demonstrates professional and effective written and verbal communication skills.

• Receives information and feedback in an understanding manner.

• Uses the team approach to achieve agency mission, vision, and work plan.

• Participates in regular staff meetings as assigned.

• Maintains confidentiality of records and information.

• Carries out necessary tasks and work items relating to assigned projects.

• Demonstrates effective use of research tools for independent problem-solving.

• Speaks comfortably before groups.

• Maintains punctual, regular, and predictable attendance.

• Works collaboratively in a team environment with a spirit of cooperation.

• Respectfully takes direction from manager.

• Other duties as assigned.

Qualifications:

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employees or others. To succeed in this job, an individual must perform each essential duty satisfactorily. The requirements below represent knowledge, skill, and or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

Experience + Education:

High school diploma or general education degree (GED). A bachelors degree in a technology-related field is preferred. Mastery of general Windows computing environment. Experience with Microsoft Office and Office 365, G Suite, Chrome, Edge, IE, and Firefox. Experience working in environments with impacted youth. Minimum keyboarding speed of 35 words per minute. Working knowledge of networking concepts such as DHCP, VLANs, DNS, Active Directory, Windows Server products, QuickBooks, Adobe products, and Android preferred. Instructional experience preferred.

Certificates, Licenses, and Registrations:

A valid drivers license, acceptable driving record, and automobile liability coverage or access to an insured vehicle are required.