Technical Support Specialist

Dripping Springs Independent School District (TX) - Dripping Springs, TX

Full-time

Dripping Springs, TX

Executive, Legislative, and Other General Government Support

About the position

Under the general supervision of the Technical Support Administrator, the Technical Support Specialist is responsible for a variety of technical and customer support services, including, but not limited to: Responding promptly to Level 1 and escalated Level 2 work order requests as assigned, by diagnosing and repairing hardware and software issues, and by assisting end users with technical issues; Serving as lead specialist for one or more major district programs; and Performing as a team member on special projects as assigned.

Responsibilities

• Create and deploy images and/or configurations for computers and mobile devices.
• Install, upgrade and deploy equipment throughout the district as needed.
• Install and configure software as needed - manually, via remote deployment, and through virtual delivery.
• Assist technicians with complex issues.
• Diagnose and repair equipment, including printers, mobile devices, and computers.
• Assist end users with technical questions, requests, and issues as assigned.
• Maintain accurate records of time and materials required to perform repairs and service.
• Maintain accurate records and compile documentation related to assigned programs.
• Communicate with end users regarding work status.
• Operate tools and equipment according to prescribed safety procedures.
• Follow established safety procedures and techniques to perform job duties, including lifting, climbing and carrying.
• Correct unsafe conditions in the work area and immediately report to a supervisor any conditions that are not correctable.
• Maintain data integrity and availability for services related to assigned program(s).
• Serve as lead specialist for one or more district programs, including device maintenance and repair program, mobile device management, patch management and software delivery, VDI and cloud application delivery, anti-malware system and security software, A/V Systems, and printing and copying services.
• Perform duties related to special projects as assigned.
• Maintain confidentiality regarding student and coworker information and as required by FERPA.
• Respond to after-hours emergencies as needed.

Requirements

• High school diploma or GED.
• Valid Texas Driver's License.
• Five years' work experience supporting end users and installing, maintaining, and repairing computers, mobile devices, application software, networks, and peripherals.
• Technical experience in an educational environment preferred.

Nice-to-haves

• Related degree and/or multiple relevant technical certifications, such as A+, MCSA/MCSE, Apple ASCP/ACMT preferred.
• Knowledge of installation, troubleshooting, and repair of computer-related equipment and peripherals.
• Proficiency with computer hardware, operating systems, and software applications (both MAC and PC), as well as mobile devices.
• Experience with enterprise imaging and management of computers, handheld devices, applications, and systems.
• Experience with enterprise management of anti-malware systems.
• Knowledge of virtual desktop and implementation and cloud computing.
• Understanding of network concepts, including client connectivity.
• Excellent customer service, complex problem solving, and organizational skills.