Technology Support Analyst - Technology Support Analyst

Essential Job Functions:

• Provides customer support to both technical and non-technical customers, and proactively follows-up to ensure complete resolution

• Translates technical information effectively for non-technical personnel to ensure understanding

• Works independently or as part of a team to identify and resolve issues with Chromebooks, Windows devices, printers, copiers, and application administration

• Performs through root-cause analysis on support incidents, ensuring all issues are properly identified and documented; Elevates complex issues as required

• Provides support for audio/visual (A/V) equipment, including speakers, projectors, microphones, lighting, and sound boards

• Provides support for classroom technology, including interactive boards, document cameras, and A/V connections

• Manages imaging, software installations, and general repairs for Windows devices

• Maintains accountability of all applicable hardware assets in the assigned location

• Performs other related duties as assigned

Budgetary Responsibility:

This position has no budgetary responsibility.

Report Preparation:

Prepares reports as requested by supervisor

Equipment Operation: 

Utilizes a personal computer, general office equipment, and equipment related to Technology Services

Contacts:

This position has frequent contact with Principals, staff, students, and vendors in order to answer questions, provide information, and resolve problems. Other contacts include supervisors, Division of Technology Services staff, and other Central Office staff.

Work Direction/Supervision:

Takes direction from team lead supervisor and assists team lead supervisor in supporting team area schools. This is not a supervisory position.

Decision Making:

This position requires independent decision-making to assist employees with any technology-related issue and seeks supervisor’s advice or guidance in unusual situations.

Formal Policy-Setting Responsibilities:

This position has no formal policy-setting responsibilities, but may inform supervisors of various technology functions, issues, and trends.

Physical Demands:

Must have the ability to sit and stand for extended periods of time; exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to see and read a computer screen and printed material with or without vision aids; hear and understand speech at normal indoor levels, outdoors and on the telephone; speak in audible tones so that others may understand clearly; physical agility to drive, bend, stoop, sit on the floor, climb stairs, walk and reach overhead. Entails movement and placement of computer peripherals, must be able to lift and/or move up to 50 pounds.  

Work Environment: 

The employee regularly works in an office or school environment.  The noise level will vary, but is typically quiet to moderate.  Normal precautions of working around electronic equipment must be exercised at all times.

Knowledge/Skills/Abilities:     

• Demonstrated ability to communicate effectively, both verbally and in writing, including the ability to convey technical information to non-technical personnel

• Considerable knowledge of computer hardware, software, and peripherals

• Demonstrated ability to analyze, troubleshoot, and resolve typical hardware and software issues independently