To be considered for this position you MUST apply at our website:

https://ats3.atenterprise.powerschool.com/ats/job_board_form?op=view&JOB_ID=3700173143&COMPANY_ID=00016975&redirect_qs=&redirect_qs=softsort%3DNAME%26APPLICANT_TYPE_ID%3D00000002%26COMPANY_ID%3D00016975

POSITION TITLE: TECHNOLOGY SUPPORT SPECIALIST REPORTS TO: CUSTOMER SUPPORT SUPERVISOR

OVER-TIME STATUS: NONEXEMPT

PAY GRADE: 414

JOB SUMMARY:

The TSS’s role is to provide technical support to the division by documenting, and either resolving or routing Customer Service Requests (CSR). Primary duties are to log and triage issues that are of a technical nature and either resolve the issue or route CSR to the designated functional expert. Duties include, but are not limited to, installing, diagnosing, repairing, maintaining, and upgrading technology-related equipment/software to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required. The incumbent is part of the help desk team and a member of the Office of Information Technology (OIT) staff and will work closely with building administrators and central support staff in addressing system interoperability and support of district standards. Daily operational assignments and duties are assigned by the help desk/Customer Support Supervisor (CSS) utilizing a help desk ticket tracking system.

ESSENTIAL DUTIES:

● Create and deploy feedback mechanisms for end-users. Analyze results, make recommendations for support process improvement, and implement changes.

● Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

● Conduct research on desktop products in support of PC procurement and development efforts.

● Evaluate and recommend products for purchase.

● Write technical specifications for the purchase of PCs, desktop hardware, and related products.

● Perform onsite analysis, diagnosis, and resolution of complex technological problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

● Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and equipment related to hardware and software in order to deliver required service levels.

● Assess the need for and implement performance upgrades to equipment, including (but not

limited to) the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives,

RAM, memory chips, CD-ROMs, and so on.

● Collaborate with central support staff to ensure efficient operation of the organization’s desktop computing environment.

● Where required, administer and resolve issues with associated end-user workstation networking software products.

● Receive and respond to incoming calls, open tickets, and/or e-mails regarding technological problems.

● Answer to and perform moves, and change (MAC) requests as they are submitted by school administrators.

● Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, connectors between PCs and servers, etc.) are in proper working order.

● Prepare tests and applications for monitoring desktop performance and provide performance statistics and reports.

● Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.

● Develop and maintain an inventory of all computers, monitors, printers, and other components.

● Accurately document instances of desktop equipment or component failure, repair, installation,

and removal through the help desk ticket system.

● If necessary, liaise with third-party support and PC equipment vendors.

● Other duties as assigned.

● Answer calls relating to technical issues and log information into the issue tracking system.

● Provide high quality customer service through courteous, prompt and accurate communication

● Helpdesk Support

● Basic knowledge, enterprise phone support

JOB SPECIFICATIONS/PHYSICAL REQUIREMENTS:

Excellent technical knowledge of PC and desktop hardware, including monitors, printers, routers and wireless access points; excellent technical knowledge of PC internal components; hands-on hardware troubleshooting experience; working technical knowledge of current protocols, operating systems, and standards, including Windows 10, iPads, Mac OS, Google Admin Console, TCP/IP, Active Directory, and Remote Access. Ability to operate tools, components, and peripheral accessories. Able to read and understand technical manuals, procedural documentation, and OEM guides. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components. Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

MINIMUM EDUCATION AND EXPERIENCE:

Minimum of three years of desktop support experience and/or associate degree or higher in a technology-related field.

PREFERRED CERTIFICATION but not Required:

CompTIA A+, ITIL Foundation, CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate) certification or higher.

APPLICATION PROCEDURE:

All applicants please submit an online application with supporting documents.

PORTSMOUTH PUBLIC SCHOOLS IS AN EQUAL OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: $18.52 - $28.11 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
Currently, PPS follows all recommendations and guidance issued by the Virginia Department of Education (VDOE) and/or the Virginia Department of Health (VDH).

Education:

• High school or equivalent (Preferred)

Experience:

• Windows: 2 years (Preferred)
• Chrome OS: 2 years (Preferred)

Work Location: Multiple Locations

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