TECHNICIAN I

THE POSITION

Under general supervision, perform a combination of technical and support services in the installation, operation, and troubleshooting of computers and associated peripherals, mobile devices, classroom and office technology and other emerging technologies; install and troubleshoot software, applications, and hardware; provide support services to users.

RESPONSIBLE TO:            Assistant Director – Information Management Systems

EXAMPLES OF DUTIES:

The duties listed are typical, but not exclusive:

• Provide Level 1 support to users.
• Receive, inspect, and setup computers and peripherals, mobile devices, classroom and office technology.

• Diagnose and repair advanced hardware problems.
• Establish and maintain complete and accurate technical support records.

• Configure, setup and install computers, peripheral equipment, mobile devices, classroom and office hardware and software, software and hardware upgrades.
• Assist in the installation of network equipment.
• Perform diagnostics on computers, mobile devices, and classroom and office technology; install and support operating systems and network client software on computers and mobile devices.
• Provide support in person or remotely for help desk calls and tickets, determining whether problems are caused by hardware or software, and resolving issues on the spot with the user when possible.
• Use remote support software and other emerging technologies to provide initial technical support to users and create service tickets for reported issues, escalating tickets to Level 2 support when appropriate.  Perform backups as appropriate; archive data and restore data as needed.
• Maintain and update hardware and software inventory.
• Provide and assist in providing users with software, hardware, and peripheral equipment training; assist users in accessing and interpreting information in manuals and electronic forms of documentation.
• Maintain accurate records of completed work.
• Provide support for District's networking operations.
• Participate in District training programs.
• Maintain current knowledge of technological advances and industry standards and trends.
• Perform related duties as assigned.

QUALIFICATIONS GUIDE:

Knowledge of:

• General application software related to assigned activities.
• Microcomputer and mobile applications, operations, and peripheral equipment.
• Reporting procedures, record keeping, and report generation.
• Basic arithmetic.
• Modern office methods, practices, and procedures involving the use classroom and office technology, computers and peripherals, mobile devices and related equipment.

Ability to:

• Learn and effectively use software specific to District needs.
• Read, comprehend, and apply general instructions and related technical information.
• Train or assist in providing training to users.
• Provide technical assistance.
• Operate computers and peripherals, mobile devices, and classroom and office technology.
• Install software and applications and provide instructions on its use.
• Generate and maintain records as they pertain to their duties and assignments.
• Troubleshoot microcomputers and peripherals, mobile devices, classroom and office technology, and related software and applications.
• Work effectively with minimal supervision.
• Understand and follow oral and written instructions.
• Communicate effectively both orally and in writing.
• Establish and maintain cooperative and effective working relations with others.
• Work effectively under pressure in a fast-paced environment and under strict deadlines.
• Work efficiently with frequent interruptions.
• Schedule and perform work to meet established timelines.

TRAINING AND EXPERIENCE:

• Any combination equivalent to: graduation from high school supplemented by coursework in microcomputer hardware/software and applications; one (1) year of computer related experience including hardware and software applications; experience in the use of classroom and office technology.

PERSONAL QUALITIES:

• Maturity and good judgment.
• Electronic aptitude; willingness to learn new procedures; pleasing office personality.

Licenses and Other Requirements:

• Valid California driver’s license.

Working Conditions:

• Indoor and outdoor environment.
• Climb ladders and crawl under desks to diagnose problems.
• Lift objects weighing up to 50 lbs.
• Walking throughout a campus to diagnose problems.
• View information on computer screens and other media.

Hazards:

• Working at heights.
• Working with electrical equipment.

WORK YEAR:         192 Days/212 Days/12 Month

SALARY:                  Range 32

Board Approved:        November 12, 2013

Board Approved:        February 2, 2016

Revised:                      August 23, 2017

Revised:                      May 24, 2019

Board Approved:        June 25, 2019