Technical Support Specialist

Illinois School District U-46 - Elgin, IL

Full-time - Entry Level

Elgin, IL

Educational Services

About the position

The Technology Specialist position at Illinois School District U-46 involves providing technical support to faculty, staff, students, and the public. The role requires analyzing and responding to technical support requests, resolving issues, and ensuring high customer service standards. The specialist will document requests, maintain confidentiality, and support various district testing initiatives while adhering to district policies.

Responsibilities

• Analyze and respond to requests for technical support over the phone and in person.
• Resolve technical issues or escalate to the Technical Support Supervisor when necessary.
• Interact directly with supervisor, faculty, staff, students, and the public to ensure high customer service.
• Track and document all requests to maintain department protocol and timely resolution.
• Maintain confidentiality of student/staff information.
• Create, resolve, escalate, and close Help Desk tickets using the Help Desk management system.
• Document troubleshooting steps and resolutions using Knowledge Base Solutions.
• Maintain, analyze, troubleshoot, and repair computers, peripherals, network connectivity, and printers.
• Provide support for all District testing (PARCC, MAP, ACCESS, etc.).
• Provide training to end users related to technology.
• Perform routine tasks to maintain computer equipment and peripherals.
• Compile and archive data as assigned.
• Maintain organization and cleanliness in assigned computer areas.
• Record school equipment and asset inventory as assigned.

Requirements

• High School Diploma or equivalent.
• Minimum of one year hands-on computer support experience.
• Understanding of TCP/IP and networking tools.
• Demonstrated knowledge of Windows operating systems.
• Ability to learn and support new applications.

Nice-to-haves

• Bilingual English/Spanish written and verbal preferred.

Benefits

• Salary and benefits as established by the Board of Education.
• Benefit/pension eligible.