Senior Information Technology Support Technician I (Level 3) - Admin Center

Purpose:

The Senior Information Technology Support Technician supports the Technology Department's goal of ensuring that all staff and students of the school district have access to the technological tools and information necessary to participate effectively in the educational process. This is accomplished by providing top tier remote and on-site technical and functional support and resolution of assigned technology systems, ensuring timely support and resolution for issues of a complex and technical nature, and providing escalation services to coworkers and customers for complex technology issues. Work requires leadership skills to supervise a team of support technicians and an advanced understanding of hardware, software, networking, virtualization, telephony, audio/video and cloud-based systems. Exercise of initiative and customer service skills is required to carry out tasks and projects as assigned. Supports other team members to deliver high quality customer service to customers. Work is performed independently and in a team atmosphere with minimal supervision.

Responsible to:

Director of Technology Salary:

Technology Hourly Rate Schedule, Level 3

Classification of Employment:

Non-Exempt Date:

September 2022

QUALIFICATIONS:

1. College degree in technology related field preferred. 2. Possession of a valid driver's license is preferred. 3. Excellent organizational and time management skills. 4. Excellent written and verbal communication skills. 5. Demonstrated ability to apply technology solutions to educational and business problems. 6. Demonstrated critical thought and problem solving skills. 7. Two years experience as an Information Technology Support Technician I or equivalent experience outside the district. 8. One year experience supervising information technology operational teams preferred. 9. Information technology certifications preferred (A+, Net+, Security+, OS, MDM, ITIL, Cisco). 10. Four years experience supporting information technology systems, including computing devices, operating systems, printers, mobile devices, network equipment, LAN/WAN and wireless networking technologies, servers, virtualization, advanced storage management, cloud computing, databases, active directory, MDM, information security, audio/visual, backups, and/or cloud systems required. 11. Demonstrated understanding and application of principles of project management. 12. Demonstrated self-driven motivation to continue learning, develop new projects and solutions and mentor others.

ESSENTIAL FUNCTIONS

1. Knowledge, Skills and Abilities a. Effectively employ technical expertise and principles of leadership to ensure efficient operation of the district's technology systems and resolve educational and business issues. b. Employ principles of project management to lead project teams, manage and complete projects of a complex nature. c. Act as a leader, point of escalation and technical resource for coworkers. d. Communicate complex technology concepts in an easy-to-understand, nontechnical manner with students, staff and coworkers. e. Support and adapt to change with little or no advanced notice. f. Work well under pressure in a fast-paced, stressful, and rapidly changing environment. g. Handle multiple tasks with frequent interruptions. h. Complete assigned tasks and projects in a timely manner and assist colleagues as needed. i. Learn complex systems independently, quickly, and effectively and train coworkers as needed. j. Follow directions and complex instructions, both written and verbal, in a timely and professional manner. k. Take initiative and employ critical thinking with independently researching and finding answers to complex technology issues and questions. l. Document complex concepts and solutions, processes and procedures as needed. m. Address customer needs and resolves issues with little or no supervision. n. Possess strong interpersonal, written and verbal communication skills. o. Collaborate effectively with team members and district staff. p. Stay abreast of new technologies and shares with appropriate colleagues. q. Comply with all district policies, rules and regulations r. Support the value of an education. s. Support the mission, vision and philosophy of Derby Public Schools and the Technology Department. 2.

Physical Requirements/Environmental Conditions:

a. Requires prolonged periods of sitting and/or standing for up to a couple hours at a time. b. Requires stooping, bending, reaching and lifting up to 50 pounds. c. Requires ability to transport oneself to different work locations. d. Occasionally requires adjustment of work schedule to complete tasks and/or work overtime. e. May occasionally require remote work. f. May occasionally require travel outside of the district. g. Requires regular attendance and/or physical presence at the job.

GENERAL RESPONSIBILITIES

1. Networking and Telecommunications a. Ensure a complete and accurate network directory and inventory. b. Ensure a complete and accurate phone system directory and inventory. c. Ensure a complete and accurate IP Address and vLAN directory. d. Lead the selection and deployment of networking and telecommunications systems. e. Install, configure, troubleshoot, maintain and support district networking and telecommunications systems and technologies, including, but not limited to routing, switching, TCP/IP, IPAM, DHCP, DNS, NTP, LAN, WAN, P2P, Copper and Fiber cabling, 802.11xx wireless, SIP, VOIP, POTS, phone systems and software. f. Install, configure, troubleshoot, maintain and support district networking and telecommunications hardware, including, but not limited to, switches, routers, APs, PBX, phones and controllers. g. Configure, troubleshoot, maintain, support and ensure efficient and legal cloud-based network and telecommunications systems. h. Ensure accurate documentation on networking and telecommunications systems. i. Ensure systems and logs are monitored to identify, research, document and communicate current and emerging networking and telecommunications system issues and ensure a plan is formulated and initiated to take corrective action to restore services in a timely manner. j. Provide guidance and support to customers and coworkers on networking and telecommunications functions and issues. k. Act as project lead on networking and telecommunications projects. 2. Security and Compliance a. Ensure a complete and accurate network security directory and inventory. b. Ensure a complete and accurate access control directory and inventory. c. Lead the selection and deployment of security and compliance systems. d. Install, configure, troubleshoot, maintain and support district security and compliance systems and technologies, including, but not limited to, firewalls, intrusion prevention, intrusion detection, filters, endpoint protection, AAA, NAC, DMZ, access control and surveillance systems. e. Install, configure, troubleshoot, maintain and support district security and compliance hardware, including, but not limited to, firewalls and network security appliances. f. Configure, troubleshoot, maintain, support and ensure efficient and legal cloud-based security and compliance systems. g. Ensure systems and logs are monitored to identify, research, document and communicate current and emerging security and compliance system issues and ensure a plan is formulated and initiated to take corrective action to protect district resources in a timely manner. h. Observe and report violations of network security policies to appropriate personnel. i. Provide guidance and support to customers and coworkers on security and compliance functions and issues. 3. Data Center and Cloud Systems a. Ensure a complete and accurate Data Center inventory. b. Ensure a complete and accurate cloud system and connectivity directory and inventory. c. Lead the selection and deployment of data center systems. d. Install, configure, troubleshoot, maintain and support district data center systems and technologies, including, but not limited to, servers, storage, operating software, virtualization, converged/hyperconverged systems, directory systems, cloud systems, backups, web technologies, data management and scripting systems. e. Install, configure, troubleshoot, maintain and support district data center hardware, including, but not limited to, Blade and stand-alone servers, SAN and local storage hardware, switches, and supporting hardware. f. Configure, troubleshoot, maintain, support and ensure efficient and legal cloud-based data center systems. g. Provide department staff with guidance regarding complex data center issues. h. Ensure accurate documentation on data center and cloud systems. i. Ensure systems and logs are monitored to identify, research, document and communicate current and emerging data center and cloud system issues and ensure a plan is formulated and initiated to take corrective action to protect district resources in a timely manner. j. Provide guidance and support to customers and coworkers on data center functions and issues. k. Ensure that a Business Continuity Plan is developed, documented, implemented, supported and maintained, including backups, disaster remediation and recovery and restorative practices, roles and responsibilities for critical district systems. 4. End-User Computing and Software a. Ensure a complete and accurate end-user computing device inventory. b. Ensure a complete and accurate software directory and inventory. c. Ensure a complete and accurate audio/visual directory and inventory. d. Lead the selection and deployment of end-user computing devices, audio/visual and software systems. e. Install, configure, troubleshoot, maintain and support district end-user computing and peripheral technologies, including, but not limited to, PCs, Laptops, iMacs, MacBooks, iPads, printers, scanners, document cameras, webcams, monitors, barcode scanners and other peripherals. f. Install, configure, troubleshoot, maintain and support district end-user computing and peripheral management technologies, including, but not limited to, MDM, device management and service ticket management. g. Install, configure, troubleshoot, maintain and support district end-user operating systems and software, including, but not limited to, MacOS, Windows, ChromeOS, iOS, Android, Student Information Systems, Learning Management Systems, Device Management Systems, Service Desk software, inventory management software and other software. h. Install, configure, troubleshoot, maintain and support district audio/visual systems, including, but not limited to, Smart TVs, Interactive Flat Panels, Projectors, document cameras, webcams, scheduling displays, conferencing and zoom room bars, conference room technologies, voice escalation systems, paging, intercom and alerting systems. i. Configure, troubleshoot, maintain, support and ensure efficient and legal cloud-based audio/visual systems. j. Ensure accurate documentation on audio/visual systems. k. Ensure systems and logs are monitored to identify, research, document and communicate current and emerging audio/visual system issues and ensure a plan is formulated and initiated to take corrective action to protect district resources in a timely manner. l. Provide guidance and support to customers and coworkers on audio/visual functions and issues. 5. General support responsibilities a. Ensure timely customer and vendor assistance with department calls and the help desk ticketing system. b. Ensure the service desk ticketing system is being utilized to thoroughly track and document all support being provided to customers of the Technology Department. c. Ensure frequent, timely communication is being provided to customers on service impacting incidents, work and projects. d. Ensure that department staff is utilizing available technologies to provide remote assistance to customers where possible, and on-site assistance where necessary. e. Ensure staff and student device repairs are being processed in an efficient and timely manner. f. Attend seminars, webcasts and training as directed. g. Manage and oversee district technology projects performed by the technology department, including developing scope, assigning resources, defining timelines, developing and implementing a communications plan and development and tracking project milestones and goals. h. Provide input for level 1 and 2 support technicians performance evaluations. i. Assist in developing and coordinating work schedules, staffing and department work priorities. j. Identify staff development needs and recommend plans for training. k. Provide input on and assist in the development of the department budget. l. Adhere to all district health and safety policies. m. Other duties as assigned by the Assistant Superintendent of Human Resources, the Director of Technology or designee which are consistent with the general requirements and qualifications of the position. To view full details and how to apply, please login or create a Job Seeker account