Primary Purpose:

To support Region 16 Education Services Center’s (ESC) local area network and other Technology Services programs of the ESC by supplying network and web related hardware and software assistance to ESC personnel. 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

Skills

• Experience loading and running computer software preferredExperience working with hardware and software on multiple platforms (Microsoft, Apple, Google) preferredMust possess patience to assist network users and visitors learning new software and hardware
• 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; frequent travel between work locations
• Mental Demands: Must be able to work with frequent interruptions; maintain emotional control under stress; work prolonged or irregular hours on occasion
• Regular Attendance is an essential function

Major Responsibilities and Duties:

1. Provides primary technical assistance and support for ESC conferences and professional development sessions
2. Assists in the coordination of classrooms, computers, software, and the network for use by workshop presenters
3. Provides technical assistance and support as needed for visitors to the ESC
4. Assists in maintaining an accurate inventory of all hardware purchased by the ESC
5. Provides phone-based and remote assistance to internal staff and managed-services/CTO-as-a-Service partner schools
6. Assists with internal help desk tickets and provides backup coverage when the primary Help Desk Technology Support Assistant is out
7. Develops and shares expertise about new and existing equipment and software with Network Services clients and visitors
8. Periodic 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