Tier 2 Technology Support Technician

Description

Tacoma Public Schools

Expected Start Date: As soon as possible

FTE: 1.0

Hours per day: 8

Salary Level: $37.93/hr - $53.10/hr depending on verifiable like experience .
Benefits: This position is eligible for benefits.
Examples Of Duties

This position provides second level technical assistance and support to District staff and students; supports hardware, software, network, application and reporting as well as other District systems and services; provides general support duties within technology services based on assigned division and work specific to Customer and Field Services, Enterprise Applications, Data & Application Development, or Infrastructure and Cloud Services

ESSENTIAL JOB FUNCTIONS

1. Functions as a second level (Tier 2) support for the Service Desk; maximizes remote problem solving of issues submitted or called into the Service Desk; performs, under direction from assigned administrator, complex and specialized infrastructure administration support functions, such as troubleshooting, analysis, research, de-bugging, and problem-solving

2. Identifies, evaluates, and prioritizes incoming service requests; coordinates with other departments; resolves issues; documents resolutions and solutions in the District service desk system

3. Tracks chronic or frequent issues works with technical writers to produce Frequently Asked Questions (FAQ) to post

4. Evaluates, resolves or escalates issues and problems with upper-tier technical resources; serves as a technical liaison between these resources and divisions

5. Performs daily ticket review to ensure assigned tickets, aging tickets, and service level agreements (SLAs) are met; follows up with customers to ensure problem resolution

6. Participates in other technology services and support, as resource shifting is required in each division, and across divisions, as assigned, and as relevant to the needs and mission of the department and the District

7. Provides support and assistance with all District technology as assigned and may include the following: peripherals, networking, applications, reporting, and data & web support; escalates support to other technology division resources, as needed, to properly resolve support issues such as networking, applications, or data teams.

8. Creates, reviews the accuracy, and maintains documentation libraries referencing best practices, support methods, common fixes, procedures, configuration, and knowledge base items.

9. May train users on current software and hardware, as well as general technology; focuses on increasing customer comfort and competency and reducing overall trouble ticket volume

10. Participates in test plans for system upgrades or releases and evaluates District hardware, software, and new technologies to determine applicability to customers' needs; provides feedback

Specific Support duties within Technology Services based on assigned division:

Enterprise Applications / Data and Application Development:

1. Provides enterprise application deployment support and analysis; may assist with upgrades, version changes, and business unit notifications and documentation of all application systems; prepares the tested and approved software, files, documentation, and sample output; assists in validating successful implementation

2. Plans, develops, coordinates, and implements training programs for District support staff as well as on-site coaching and mentoring; communicates system capacity to support initiatives; collaborates with enterprise applications team and stakeholders to ensure training needs are being met; logs and maintains the training database and training materials.

3. Utilizes change management processes and procedures in their work, as needed; coordinates implementation of improvements in work processes, data input, etc., with impacted organizational units

Customer and Field Services:

1. Assists with Tier 1 call overflow

2. Monitors Service Desk ticket queue and ensures service level agreements are met

3. Mentors Tier 1 call center technicians and helps them with support questions

4. Creates metrics and reporting, as requested

5. Assists with drop-in support calls

Cloud & Infrastructure Services:

1. Knowledge or interest in learning the following technologies:

Local and Wide Area Networks, Switching, Routing, DHCP, DNS, Subnetting, AD, GPOs, VPN, Server operating systems, Hyper Visors, Wireless, Azure, ethernet, POE, URL filtering, Firewalls, Enterprise printing, VOIP, softphones, and other technologies, as directed and supported by the District

2.Monitors network and cloud management tools, including IT ticketing system

3.Assists users with Remote Connectivity

4.Serves as Liaison between networkingcloud services team and other IT departments

OTHER JOB DUTIES

1. Maintains and updates knowledge and skills required for success in the position by participating in professional development activities as needed or assigned.

2. Assists appropriate department staff during peak workloads and absences; provides backup assistance for other technical support staff for special projects when assigned

3. Provides metrics and reporting as requested by IT department administrators

4. Performs related duties as assigned, on a temporary basis

5. Regular, reliable, predictable attendance or physical presence is an essential job requirement and critical to the performance of the work

CONDITIONS

Experiences frequent interruptions; required to concentrate on detail; exposed to video display; confined to work station for prolonged periods; exposed to confidential or sensitive information; may work in confined areas; may be required to work extended and/or irregular hours; maintains on-call emergency support evenings and weekends; required to travel to District sites; exposed to confidential information; required to bend, squat, stoop, kneel, crouch, walk, twist, climb, and/or be mobile, and move/lift and team lift heavy objects up to 60 pounds.

Minimum Qualifications

Education and Experience

High School graduation or equivalent; vocational training in information technology or related field; Associate degree in information technology or related field, preferred; three years' experience with PC/Apple technology and peripherals in a LAN/WAN environment; or any combination of experience and training which provides the applicant with the knowledge skills and ability required to perform the work

Allowable Substitution

Equivalent combinations of education and experience may be evaluated by the Human Resources Department for comparability

Licenses/Special Requirements

Valid Washington driver's license with access to personal transportation

Certification in CompTIA A+ (or equivalent), preferred

Certification in CompTIA Network+ and Security+ preferred

Proof of training and/or certification, if applicable

Fingerprints and successful WSP and FBI background clearance/sexual misconduct clearance

Knowledge, Skills and Abilities

Knowledge of PC, Apple, and mobile operating systems

Knowledge of Microsoft Office, Office 365, and other applicable software applications

Knowledge of System Center Configuration Manager (SCCM), Intune, and Azure

Knowledge of cloud-based computing solutions

Knowledge of virus and malware software and District protocol

Knowledge of troubleshooting techniques for computer hardware, software, and peripheral equipment

Knowledge of technical support principles, processes, and standards

Knowledge of network computer systems environments and peripheral device capabilities

Knowledge of instructional technology equipment set up procedures and maintenance standards

Knowledge of principles and protocols for the management of District electronic information

Knowledge of technology services access policies and data security protocols

Skill in critical thinking

Skill in diagnosing and resolving technical problems in a network environment

Skill in responding professionally, effectively, and efficiently to customer service requests

Skill in installing, repairing, and maintaining computer software remotely

Skill in communicating effectively both verbally and in writing

Skill in listening, obtaining, clarifying, and exchanging information

Skill in assessing customer support needs and in implementing effective solutions

Ability to maintain strict confidentiality

Ability to input work records into the ticketing system, keeping thorough documentation

Ability to organize, prioritize, execute tasks, and meet deadlines with effective follow through

Ability to work independently and autonomously, exercise good judgment, and make decisions

Ability to demonstrate reasonable, reliable, and regular attendance

Ability to obtain, exchange, present, and clarify information and communicate technical information to technical and non-technical personnel

Ability to train other staff members

Ability to take the initiative to learn and research new concepts, ideas, and technologies

Ability to take ownership or problems and/or issues and follow through with resolution

Ability to analyze complex problems

Ability to participate effectively as a team member

Ability to focus on delivering quality customer service

Ability to facilitate meetings and follow up with resulting action items

Ability to multi-task

Ability to establish and maintain effective working relationships with a variety of people in a multi-cultural, diverse socio-economic setting.

Supplemental Information

This job description is not an employment agreement or contract. District administration has the exclusive right to alter this job description at any time without notice. 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. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.

Tacoma Public Schools does not discriminate in any programs or activities on the basis of sex, race, creed, religion, color, national origin, age, veteran or military status, sexual orientation, gender expression or identity, disability, or the use of a trained dog guide or service animal and provides equal access to the Boy Scouts and other designated youth groups. The following employees have been designated to handle questions and complaints of alleged discrimination:

• Civil Rights Coordinator: Renee Trueblood, 253-571-1252, civilrights@tacoma.k12.wa.us
• Title IX Coordinator, Elementary: Christa Erolin, 253-571-1318, cerolin@tacoma.k12.wa.us
• Title IX Coordinator, Secondary: Wayne Greer, 253-571-1191, wgreer@tacoma.k12.wa.us
• 504 Coordinator, Elementary: Jennifer Herbold, 253-571-1096, jherbol@tacoma.k12.wa.us
• 504 Coordinator, Secondary: Megan Nelson, 253-571-1003, mnelson@tacoma.k12.wa.us

Mailing address: P.O. Box 1357, Tacoma, WA 98401-1357.

Closing Date/Time: 9/4/2023 11:59 PM Pacific