Technical Support Analyst II

SHAWNEE MISSION SCHOOL DISTRICTPlease apply on our district website: https://www.applitrack.com/smsd/OnlineApp/default.aspx?Category=Information+ServicesPosition: Title Technical Support Analyst IIDepartment: Information and Communication TechnologyReports To: Technical Support Team LeadSUMMARY: With limited supervision, the Technical Support Analyst II will support secondary buildingAdministrators as the primary field point of contact on all district supported applicationsand platforms. The analyst will provide onsite assistance with the installation, upgrade andusage of computer hardware and software. The analyst will also perform component levelhardware assessment and repair of the district’s 1:1 initiative devices.ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assignedA. Troubleshoot, install, and configure district applications and hardware.B. Perform component level repair in accordance with vendor guidelines.C. Document incidents and resolutions.D. Follow established processes with detail and consistency.E. Monitor open work orders and escalate unresolved issues.F. Relocate equipment per established procedures.G. Apply approved operating system images.H. Process defective, warranty and repairable inventory items for replacement ordisposition.I. Document work performed and completed on an ad-hoc basis.J. Research problems, identify alternatives, and recommend solutions.K. Maintain quality working relationships and communication with district personnel,vendors, and patrons.L. Other duties as assigned.EDUCATION AND/OR EXPERIENCE:A. Three years of college, technical school, military training; three years of relatededucation and field-work experience consideredB. Two years of education technology supportC. Apple Certified Mac Technician (ACMT) or completion of other district-designatedcertification/s, specified at time of employmentQUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.A. Demonstrate good customer service skills while interfacing with faculty, students,staff, and administratorsB. Advanced knowledge of Apple operating systemsC. Advanced knowledge of Microsoft Windows and Office applicationsD. Ability to explain technical concepts to a non-technical audienceE. Ability to complete component-level troubleshooting, isolation and repair ofcomputers and peripheralsF. Ability to read and understand technical informationG. Ability to provide concise documentationH. Knowledge of work order tracking applicationsI. Knowledge of computer hardware and networking systemsSKILLS AND ABILITIES: A. Ability to maintain a high level of professionalism and adherence to Board policyB. Ability to read and interpret documents.C. Ability to effectively write detailed reports and correspondence.D.Ability to communicate well, both verbally and in writing, in relation to departmentE. duties and responsibilities.F. Ability to speak in front of large and/or small groupsPHYSICAL DEMANDS: 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.A. Must be able to lift, carry or otherwise move objects weighing up to 50 poundsB. Must be able to position self in small spaces to maintain computer hardwareC. Must be able to remain in a stationary position for extended periods of timeD. Must be able to observe small, physical inconsistencies in electronic computercomponentsE. Must be able to inspect and position very small electronic computer componentsWORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.A. Must be able to occasionally work in noisy and crowded environments, withnumerous interruptionsB. Must be prepared to travel between locations within the school districtThe information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.