Primary Purpose:

 

To provide wide area help desk assistance and support and to ensure that end users and/or clients are receiving the appropriate assistance. To assist the Technology Associates as required. The Technology Support Assistant I is responsible for ensuring high levels of customer service quality and availability. This individual is self-motivated with excellent teamwork skills combined with the discipline to work extremely well on his/her own if required. This individual possesses strong organizational and communication skills involving the ability to disseminate information and knowledge while also listening and putting into practice advice and instructions.

 

Qualifications:

 

              Education/Certification:

• High School diploma or GED required
• Associate’s Degree in computer related field preferred 

              Special Knowledge/Skills/Experience:

• Demonstrated related work experience preferred
• Experience loading and running computer software preferred
• Experience working with hardware and software on multiple platforms (Microsoft, Apple, Google) preferredValid state-issued driver's license required
• Must possess patience to assist users with computer technology
• Must be eager to learn and share new knowledge
• Must display a drive to help others while being attentive to individual differences
• Must display responsibility by assuming personal accountability for own work

Working Conditions: 

• Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; standard office equipment including personal computers and peripherals
• Posture: Must be physically able to tolerate prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting
• Motion: Must be physically able to tolerate repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching; may climb ladders; frequent driving
• Lifting: Must be physically able to tolerate regular moderate lifting and carrying (up to 44 pounds); occasional heavy lifting and carrying (45 pounds and over)
• Environment: Work is performed in an office environment; frequent on-call and after-hours work; may be required to be on-call 24 hours a day; may work alone; occasional prolonged hours; tolerate frequent regionwide travel; regular exposure to noise
• Mental Demands: Must be able to maintain emotional control under stress and work with frequent interruptions
• Regular Attendance is an essential function 

Major Responsibilities and Duties:

1. Provides contracted Local Education Agencies (LEAs) with computer workstation support, troubleshooting, installation, and administration
2. Provides computer workstation lifecycle management by installing, imaging, distributing, configuring, and maintaining computers as directed by the contracted LEA contact and or CTO or designee(s)
3. Provides assistance to contracting LEA's educational technology by supporting intelligent boards, projectors, scanners, printers, smartphones, IP phones, and other user-based technologies
4. Provides assistance to the ESC and contracting LEAs within the terms of the Managed Services Contracts
5. Provides assistance and support for the Region  wide area network, including help desk services
6. Maintains open communication and confidentiality with client schools
7. Provides assistance in the areas of technology as identified by the advisory committee and Technology Services clients
8. Travel required
9. Maintains a functioning cell phone and is accessible through this phone as deemed appropriate by the Chief Technology Officer. A functioning cell phone means that it is charged, activated, messages checked, and mailbox emptied regularly
10. Reports for work ready to perform responsibilities
11. Performs duties that directly and/or indirectly impact student performance in Region 
12. Maintains a professional level of confidentiality regarding all ESC matters
13. Supports the mission, goals, and objectives of the ESC strategic plan
14. Upholds and adheres to safety rules and policies of the ESC safety program
15. Performs professional responsibilities as required by ESC policies, processes, and procedures
16. Manages time, calendar, and job responsibilities to meet deadlines 
17. Meets proficiency levels of required technology skills as outlined by supervisor
18. Incorporates appropriate technology in daily work and exhibits continual growth in technologies as outlined by supervisor
19. Performs other duties as assigned

 

Annual Number of Work Days: 226