Under direction of the Director of Information Services and Technology or designated supervisor, the Information Services Technician I provides technical assistance and support for all computer users in the District, including hardware, software, and operational support to ensure minimal down time and optimal productivity.

Duties and Responsibilities

The duties listed below are intended only as illustrations of the various types of work that might be performed.  The omission of specific statements of duties does not exclude them if the work is similar, related or a logical assignment to the position.

• Assist staff members with problems related to District computer usage.
• Install and test basic network infrastructure equipment, such as switches, and associated cabling to determine causes of problems through evaluation and testing.
• Coordinate with end users and technical staff to facilitate timely repair(s) and/or installation(s) at the District office and school sites.
• Diagnose reported problems and determine appropriate solutions.
• Alert Information Services and Technology Department staff of developing issues and formulate potential solutions.
• Document and report methods and processes for support analysis.
• Track all support issues using the District’s help desk reporting system.
• Advise end users of possible causes of the problem, alternative approaches, and precautions necessary to avoid additional issues.
• Advise end users of the necessary changes in operations due to new installations.
• Handle questions pertaining to software and hardware necessary to facilitate job completion.
• Read and understand technical instructions pertaining to equipment/software to be installed and install components according to instructions.
• Assemble necessary components to complete task.
• Prepare computer systems for installation and LAN/WAN communication. 
• Consult and/or assist manufacturer's representatives in the installation or repair of new or malfunctioning equipment.
• Utilize support management software as appropriate to assigned tasks.
• Interpret system messaging and symptoms systematically.
• Support software based curriculum.
• Related duties as assigned. 

QUALIFICATIONS

Knowledge of:

• Principles and practices of customer service.
• Basic knowledge of LAN/WAN and related networking concepts.
• Basic principles and practices of hardware and software troubleshooting.
• Recent developments and trends in computer hardware and software (Mac and PC), web based
• applications, and educational technology.
• Mac OS X, Windows 7 and 10, ChromeOS, and iOS 8 and 9 operating systems.
• Microsoft Office 2007-2010 and related email application (Mac and PC editions).
• Effective oral and written communication skills. 

Ability to:

• Provide quality customer service in a technical support setting.
• Monitor progress of projects and coordinate effectively with District personnel.
• Work on multiple tasks with minimal supervision.
• Access reliable personal transportation.
• Sit for prolonged periods exposed to computer display monitors.
• Effectively problem solve issues as they arise.
• Work successfully in a culturally and linguistically diverse environment.
• Effectively, technically and tactfully communicate in both oral and written forms.
• Establish and maintain cooperative working relationships.
• Manage and use time effectively.
• Demonstrate interpersonal skills using tact, patience and courtesy.