Support Technician - Wichita Falls Independent School District

Job Title:                     Support Technician

Reports to:                  Desktop Services Manager

Dept/School:                Technology

Wage/Hour Status:      Nonexempt

Pay Grade:                   Auxiliary 7/219 Days

Date Revised:             11/8/18

Primary Purpose:

The Technology Support Specialist role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

Qualifications:

Education/Certification

College diploma or university degree in the field of computer science and/or 4 years equivalent work experience preferred.

Valid Texas driver’s license and excellent driving record.

Industry Certifications preferred

Special Knowledge/Skills:

Excellent technical knowledge of PC and desktop hardware.

Excellent technical knowledge of PC internal components.

Hands-on hardware troubleshooting experience.

Extensive equipment support experience

Working technical knowledge of current protocols, operating systems, and standards.

Ability to operate tools, components, and peripheral accessories.

Able to read and understand technical manuals, procedural documentation, and OEM guides.

 Major Responsibilities and Duties:

1. Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
2. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
3. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
4. Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
5. Where required, administer and resolve issues with associated end-user workstation networking software products.
6. Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
7. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
8. Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
9. Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
10. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
11. Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
12. Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
13. If necessary, liaise with third-party support and PC equipment vendors.

Supervisor Responsibilities:

None.

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors:

Climbing, stooping, bending, and kneeling; frequent use of small hand tools and electronic test equipment; frequent district wide travel. Occasional prolonged and irregular hours are possible. Sometimes on-call 24 hours a day is required.

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 The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Equal Oportunity Employer: Applicants for all positions are considered without regard to race, color, sex, (including pregnancy), national origin, religion, age, disability, genetic information, veteran or military status, or any other legally protected status.  Additionally, the district does not discriminate against an applicant who acts to oppose such discrimination or participates in the investigation of a complaint related to a discriminating employment practice.

The district Title IX Coordinator is Dayna Hardaway, Director of Human Resources, 1104 Broad St., Wichita Falls, TX 76307 940-235-1012

Questions regarding posted positions should be addressed to human resources 940-235-1012.