Employer: Bethel School District
THIS POSITION IS FOR 8 HOURS PER DAY AT 260 DAYS PER YEAR.
PAY FOR POSITION: PSE Salary Schedule Level 12 - $30.01
This position’s responsibilities are to trouble-shoot, repair and maintain a variety of audiovisual, electronic, and telecommunications equipment, including computers, printers, CD-ROMs, drives, projectors, televisions, video equipment, and phone systems. Responsibilities include performing preventative maintenance; instructing staff on operating equipment; designing, installing, and maintaining voice and data systems including LAN/WANs; and completing equipment and software installation.
POSITION SPECIFIC SUMMARY:
Responsibilities may also include; installing, configuring, troubleshooting, and repairing clients system deployments. The Client Services Technician provides second level support and response for district user base. This position is responsible for installing, repairing and deploying base images, applications, software, settings, and configuration for all client devices and ensuring an excellent user experience for the district's users. In addition, the position will receive related help desk calls, troubleshoot and provide excellent customer service.
Depending on the individual assignment, AV / Computer / Telecommunications/ Client Services Technician may perform all or a combination of the following:
1. Identifies problems and performs appropriate repairs or adjustments to computers, electronic equipment including AV equipment, and cables within the scope of position: ensures fast response and the shortest downtime possible. Adjusts and cleans equipment; test equipment to ensure proper operation and condition.
2. Installs, repairs, and maintains voice and data communication throughout the district including various key telephone systems and related components. Diagnoses problems, makes adjustments and repairs on-site where possible and otherwise coordinates with outside vendors; supplies their equipment to users as needed.
3. Designs, installs, and maintains communication networks (voice and data) and peripherals for users including Local Area Networks (LANs) and Wide Area Networks (WANs); installs equipment and software in schools and other locations; provides software support; installs memory upgrades to computer and telecommunication equipment including faxes.
4. Provides related hardware and software support to administrative and instructional staff. Responds to questions concerning system use; identifies and corrects equipment or user operational problems and provides solutions.
5. Responds to and consults with staff to provide computer and telecommunication systems that enable employees to meet work needs and goals. Conducts on-site training in basic computer and telecommunications networking and voice and data communications; wires work stations into communication networks.
6. Moves equipment between locations determines connectivity requirements and fabricates necessary cables; installs building cabling, documents physical wiring. Maintains a spare parts inventory of consumable items for computer and communications equipment installation and maintenance; maintains parts inventory located in repair vans.
7. Maintains inventory and service records; completes service forms; maintains log of service calls, maintains notes and information not found in manufactures’ service manual.
8. Plans for material needs; researches material availability and acquires needed items. Ensures that projects are efficiently undertaken and completed by using the most cost effective materials and accessories.
9. Maintains current knowledge of communication and computer technology including hardware and software, phone systems, networked systems, other electronic and AV systems and upgrades.
10. Provides instructional phone support and consultation to users of electronic, AV, computer hardware and software, and telecommunication systems.
11. May serve on various district committees and/or departmental work teams. Models appropriate and cooperative behavior, including protecting confidential information, consistent with ethical guidelines.
12. Performs related duties consistent with the scope and intent of the position.
POSITION SPECIFIC RESPONSIBILITIES:
13. Identifies, diagnoses and remotely resolves for users of software and hardware, personal computers, voice and video, district network, wide-area network and new computer technology; communicates solution to users; run diagnostic programs to test and resolve problems.
14. Identify and organize tickets (TSR’s) according to priority; respond to queries either in person or over the phone; responds to email messages from district user base seeking technical assistance and support related to computer system, software, and hardware; maintains log of all worked preformed and processed; ability to meet deadlines; assist with fieldwork as requested; ability to provide users with outstanding customer care and service at all times; follow up with users to ensure issue has been resolved.
15. Support district users in a wide range of software application as needed; read, understand and apply complex technical information; master new technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population; guide technologically challenged users through multiple steps to diagnose computer-related issues.
16. Create and maintain base images, software deployment packages, installer applications, and configuration for deployment to client desktops, laptops, and mobile devices.
17. Create and maintain mobile device application library, licensing, and deployment.
18. Create and maintain master images for all client desktop and laptop systems.
19. Isolate and resolve technical issues related to application deployment, images, and end-user systems. Areas of support include:
a. Administrative, building, and operational level support;
b. Core application support;
c. Desktop productivity and educational tools; and
d. Mobile computing (i.e., 1:1 initiatives)
•Program and maintain original and existing deployment scripts. Performs functional and validation testing of new and current deployments. Provides superior customer service personally to customers as well as through providing an excellent digital experience. Provides coordination between technical staff and different district departments for deployment needs
•Maintains or willing to obtain device OS/iOS (or related) and mobile management systems training and certifications. Anticipate and plan for expected or unexpected issues during project management , impact, mitigation, problem solving. Provides technical consultation, training, documentation and support to technical, instructional and support staff.
Reports to the Client Services Manager
Required to meet inflexible deadlines; requires visible concentration; exposed to visual display terminal for prolonged periods. Occasionally required to deal with distraught or difficult individuals; required to convey technical information to non-technical staff.
Required to sit or stand for prolonged periods; required to lift and carry heavy objects and equipment weighing over fifty (50) pounds; exposed to visual display terminals for prolonged periods; required to travel to various work sites; required to work in cramped spaces and in non-routine positions.
Passage of a pre-employment physical is required of this position (the district will assume the cost.)
Education and Experience:
Trade school certification in electronics hardware maintenance, with emphasis on microcomputers and/or communications equipment, including telephone system installation and repair, and two (2) years of experience in hardware maintenance and support and software support. Software background in applications used by the district preferred.
Associates Degree or equivalent combination of education and experience in Apple operating systems, device deployment strategies, mobile device management and enterprise mobile deployment methodologies also desired.
Additional experience in electronics repair on a variety of communications and/or microcomputer equipment, and microcomputer software training, may substitute on a year-for-year basis for the educational requirement; and such other alternatives to the above qualifications that the district may find appropriate and acceptable.
Required Knowledge, Skills and Abilities:
Knowledge of and ability to apply electronic shop safety practices. Knowledge of computers and communications equipment. Knowledge of procedures for problem identification and correction and repairing electronic equipment. Knowledge of the procedures and techniques required to maintain repair records and inventory. Knowledge of local area networks and their operations. Knowledge of telephone communication configuration requirements. Knowledge of outside plant engineering. Knowledge of a variety of data communications and data communications protocols. Knowledge of software operation, installation and how software and computer hardware interact. Knowledge of the set up, operation and operational problem identification and resolution of single camera video production systems. Skill in diagnosing equipment problems. Skill in analyzing telecommunication needs in different communication systems, and providing solutions for installation and/or repair of equipment. Skill in reading wiring diagrams. Skill in reading technical manuals. Skill in communicating technical information to non-technical staff. Ability to repair a wide variety of electronic and audio/visual equipment and computers. Ability to comprehend electronic schematics. Ability to operate shop test equipment, such as volt meters, oscilloscopes, field strength, etc. Ability to work independently with minimum supervision. Ability to track problems and be aware of repair costs. Ability to maintain a repair schedule and provide effective service to clients. Ability to maintain accurate records. Ability to use a ladder safely and operate at heights. Ability to follow written and oral instructions. Ability to properly lift and carry heavy items. Ability to read and interpret manuals. Ability to maintain flexibility and redirect work efforts as needed. Ability to establish and maintain effective working relationships with a variety of others.
Requires fingerprinting and background check to determine that there have been no convictions involving physical molestation, abuse, injury or neglect of a minor. Must complete training in and adhere to district infection control plan. Valid Washington state driver's license and a good driving record. Must have or obtain. Must be able to drive a district repair vehicle. Must have or acquire Apple certification for warranty work, JAMF certification, and Apple certification.
MINIMUM QUALIFICATIONS, Continued:
Education and Experience
Education, training, skills, and experience necessary to carry out the assignment, including three (3) years of increasingly responsible experience in the management and administration of at least three or more of the following areas:
Apple Operating Systems and architecture related to deployment strategy◦ Microsoft Windows 7 or higher operating systems
◦Enterprise deployment methodologies
◦Enterprise Mobile Device Management solutions
◦Experience in scripting languages
◦Implementation and support of enterprise desktop services
◦Requirements gathering and documentation
◦Apple and Jamf training and certifications preferred
Maintenance / Technology
Level (12) on the Classified Salary Schedule A.
This job description is not an employment agreement or contract. District administration has the exclusive right to alter this job description giving consideration to the bargaining agreement. The statements contained herein reflect general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individual may perform other duties as assigned.
Location: Spanaway, WA
Application Method: Online
Base Pay: DOQ