NTAEL Support Technician

Reports to: Technology Services Zone SupervisorWage/Hour Status: NonexemptPay Family: Information TechnologyPay Grade: 02Minimum Salary: $ 43,700Duty Days: 230 days per yearThis position is a grant funded position and continued employment is contingent upon grant funding.Primary Purpose:Provides hardware and software support and just-in-time training to the North Texas Adult Education and Literacy (NTAEL) program. Supports the program and other team members as needed for project roll-outs. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. Troubleshoots problem areas (in person, by remote tools, by telephone, or via chat) promptly and accurately and provides end-user training as needed.Qualifications:Education and Certification* High school diploma or equivalentExperience* Two (2) years of experience in an information technology-related field (preferred)Special Knowledge and Skills (required)Knowledge of hardware including but not limited to printers, projectors, Chromebooks, desktop computers, and iPadsTechnical knowledge of PC internal componentsHands-on hardware and software troubleshooting experienceWorking technical knowledge of current protocols, operating systems, and standardsExperience working in a team-oriented, collaborative environmentAbility to operate tools, components, and peripheral accessoriesWorking knowledge of SaaS, including Microsoft Office 365 and Google SuiteSpecial Knowledge and Skills (preferred)Effective interpersonal skills and relationship-building skillsStrong written and oral communication skillsAnalytical and problem-solving abilities, with keen attention to detailSelf-motivated and self-directed, with the ability to effectively prioritize and execute tasks in a high-pressure environmentStrong customer service skillsAbility to present ideas in user-friendly languageAbility to read and understand technical manuals, procedural documentation, and OEM guidesMajor Responsibilities and Duties:Provides excellent customer service by assisting end-users with technology-related incidents, including computer hardware, peripherals, software, and network troubleshooting promptly and professionally.Provides support for NTAEL devices.Responds to all technical needs for assigned campus or campuses, including installing, configuring, testing, maintaining, monitoring, relocating, and troubleshooting district-owned hardware and software.Serves as NTAEL technical advisor, providing users telephone, remote desktop, and on-site desktop support.Records and manages district equipment sent to repair depots for equipment under warranty or service contract.Troubleshoots and completes minor repairs on various devices, including Chromebooks, desktop units, iPads, projectors, and network devices.Conducts preventative maintenance on all relevant hardware and software, including computers, monitors, cables, projectors, phones, Chromebooks, and iPads.Coordinates with the technology department to maintain standards, complete repairs, and assist with installing computer labs or other technology equipment.Educates and trains end-users on the district technology standards and equipment usage as needed (computers, phones, projectors, interactive projectors, printers, iPads, etc.).Installs and configures new campus-based computer systems, including hardware and software.Maintains accurate program inventory of technology equipment, following all district processes and procedures for disposal and salvage of equipment.Follows proper procedures for requesting technology quotes and procuring new technology equipment for NTAEL, including distribution and set-up.Attends department training and zone meetings to enhance knowledge base of current and upcoming technology changes.Assist technology and other teams, including central technology, with campus-based equipment rollouts, including Chromebooks, desktop units, and phones.Keeps informed of and complies with State and district policies and regulations and campus procedures concerning technology.Other Related Duties:Follows district safety protocols and emergency procedures.Participates in professional development, department meetings, and special events as assigned.Performs other duties as assigned.Supervisory Responsibilities:* NoneMental Demands/Physical Demands/Environmental Factors:Tools and Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripheralsPosture: Prolonged sitting and standing; regular kneeling/squatting, bending/stooping, pushing/pulling, and twistingMotion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching; may climb laddersLifting: Regular moderate lifting and carrying (up to 44 pounds); occasional heavy lifting and carrying (45 pounds and over)Environment: Exposure to electrical hazards; occasional prolonged and irregular hours; frequent districtwide travel; may be required to be on-call 24 hours a day; occasional districtwide and statewide travelMental Demands: Maintain emotional control under stress; work with frequent interruptionsThis document describes the general purpose and responsibilities assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.