CLASS TITLE: TECHNOLOGY SUPPORT SPECIALIST II BASIC FUNCTION: Under general supervision provide technology support in the operation, maintenance, and support of a computer network, including all computers, software and peripherals; perform related work as required; provide technical support to site and district staff on computer software applications; interfaces with hardware and software vendors, provide assistance and training to users. Communicate at all levels on technical issues until final resolution. REPRESENTATIVE DUTIES: ESSENTIAL DUTIES: • Provide technical support developing solutions to user-related problems and applications systems. • Install, maintain, troubleshoot, repair and support basic to intermediate computer systems, peripherals, network servers and other technology or networking equipment and problems. • Respond to basic to intermediate hardware, software and network service requests; review prioritize and escalate as appropriate. • Set up, install, configure new and existing technology equipment. • Install, perform basic to intermediate configuration of network switches, VLANS and hubs. • Provide basic to intermediate desktop support services. • May design, write or modify basic to intermediate computer scripts and reports as needed. • Reviews and evaluates procedures, schedules and system controls. • Evaluates data and reports; maintains quality control. • Operates technology equipment such as scanners, printers, computers, etc.; create generate and process output production jobs according to established timelines and as requested. • Creates data reports, performs file transfers, extracts and data conversions. • Work with vendors on software, hardware and operations installation, troubleshooting resolution of technical issues, administration and maintenance. • Create, prepare and organize technical documentation for application software, hardware; procedure documentation , operation instructions and inventory. • Provides assistance with District technology initiatives and projects as needed. OTHER DUTIES: Assist other departments on special projects as assigned. Perform other duties, related to the job, as assigned. KNOWLEDGE AND ABILITIES: KNOWLEDGE OF: • Principals, techniques, methods, tools and procedures pertaining to various aspects of networked computer systems; basic industry-standard networking principles; basic understanding of networking protocols. • Appropriate computer hardware/software systems, computer analysis and operation, techniques; methods and techniques of training; knowledge of basic to intermediate database development techniques and software used for implementation. • Oral and written communication skills. ABILITY TO: • Perform basic to intermediate skills work in the repair, maintenance, installation of a variety of computer/network systems; • Provide troubleshooting and technical assistance to computer/network systems for users. • Troubleshoot and repair basic to intermediate system malfunctions and maintain system operation. • Communicate effectively both orally and in writing. • Adapt to changing technologies and learn functionality of new equipment and systems. • Perform basic to intermediate data validation/quality assurance for output production. • Analyze data and situations; reason logically, identify problems, develop effective solutions. • Prioritize and schedule work; maintain records and prepare clear and concise reports. • Work cooperatively with others; interpersonal skills using tact, patience, and courtesy. • Understand and execute oral and written instructions. • Generate and print reports, forms and other documents as required. • Work with vendors on application, hardware and network systems. EDUCATION AND EXPERIENCE: Any combination equivalent to an associate degree in computer technology or related field and four years of technology related coursework in such areas as installation, maintenance, technology support, network experience and courses in computer science or related field. Microsoft Certified Professional (MCP) and/or Microsoft Certified Systems Administrator (MCSA) preferred but not required. WORKING CONDITIONS: ENVIRONMENT: • Work is performed primarily in standard office/computer room setting. • Travel to various locations perform and conduct work. PHYSICAL DEMANDS: Dexterity of hands and fingers to operate hand tools, computer keyboards and other assigned equipment. Reaching overhead, above the shoulders and horizontally. Lifting and carrying supplies up to 40 lbs. Bending at the waist, kneeling or crouching.