Technical Support Analyst - Viera Charter School

POSITION SUMMARY:

Reporting to the IT Service Manager, the Technical Support Analyst will need to setup, operate, maintain and repair computer equipment used throughout the schools, such as laptops, tablets, desktops, IP cameras, wireless access points, IP phones, intercoms, network printers, projectors and AV related equipment.

DUTIES AND RESPONSIBILITIES: 

• Performgeneralmaintenanceandsupportofcomputer systems.
• Providetechnicalassitancetoschoolstechnologyin classrooms, media centersandadminoffices.
• Developtrainingmaterialsandprocedures,andtrain users intheproperuseof hardware or software.
• Supportandpromotethedeploymentof newtechnologiesat schoolswithteachers,andotherfacultystaff.
• ProvideadviceandguidancetofacultystaffontheadoptionanduseoftechnologybasedontheFLDOEstandardsandguidelines.
• Troubleshootinteractiveprojectors and smart boards.
• Installand configurecomputer peripherals forteachers and administrationpersonnel.
• Identifythe causes of networkingproblems,using diagnostic testing software and equipment.
• Supportschoolsvirtual learning environments.
• Standardize techniques and procedures, including consulting withfaculty staff, todeterminehardware and software functional specifications.
• Confer with faculty staff and school management team toestablishrequirements for new systems or modifications.
• Provide IT support to onsite and remote users.
• Respond to Helpdesk ticketsin a timely mannerand follow up with users until the issue isresolve.
• Ensure all MDF/IDF closets arewellmaintainedand that cabling/wiringmanagement follows color codes and labels.
• Configure andmaintainnetwork printers and copiers.
• Setup, configure and troubleshoot IP phones,extensionsand voicemail.
• Beon-calloutsideofnormalworkinghoursandinemergencysituations.
• Performsetupsofportabledevicesformeetingsandschoolevents.
• AttendtoITmeetingsandtrainingsessions.
• Responsibleforcreatingaccountsandresettingusers password.
• Maintaininventoryofdevicesbytype,location,quantity,operationalstatus,assigmentandfoundingsource.
• Accountablefortheschoolsstart-upandend-of-yeartechnologyprocesses.
• Document equipmenthardware, softwareandcontent information.
• Install,configureandsupportschoolcafeteriaPOS system.
• Ensure computers arealwaysupdatedwiththelatestsecurity patches.
• Evaluateutilityof software or hardwaretechnologies.
• UndertakeanyotherrelevantactivitieswhichfallunderthegeneralscopeofthispositionasdirectedbytheITServiceManagerandIT Director.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Abilitytoworkflexiblehoursincludingeveningsandweekends.
• Ability to learn new systems quickly
• Solve issues independently by usingpast experienceas well as various methods of online research and reading of manuals.
• ComputerhardwareandsoftwaretroubleshootingforMicrosoftWindows,AppleOSXand Google Chrome OS.
• Mobile device setup and troubleshooting;Windows,iOSandAndroid.
• Advanced knowledge of Microsoft Office Applications; Outlook, Excel, Word, PowerPoint.
• Wiping andreinstallation ofcomputer operating systems, installation of drivers, local machinenetwork configuration.
• Restoringcomputerbackupsfilesfromdifferentsources.
• Basic understanding ofIPAddressing, Subnets, VLANs.
• Experience withnetworking services and protocols such as DNS, DHCP,RDPand SMTP.
• Hands-on experience with Active Directory.
• Customerfocusedwiththeabilitytodeliverahigh-qualityservicetoteachers and faculty staff.
• Excellentcommunicationskills(verbalandwritten).
• Excellentorganizationalandtimemanagementskills.
• Strongattentiontodetailandabilitytofollowprocedures.
• Ability to implement quick and effective solutions to network problems.
• Self-motivated and able to work independently as well as work effectively in a team environment.

MINIMUM JOB/EDUCATIONAL REQUIREMENTS:

• AssociatesorTechnicalDegreewith3yearsofrelevantexperience.
• Preferred certifications: CompTIA A+, Network +

Physical Requirements:

On a continuous basis, sit at a desk for long periods of time in front of a computer screen; intermittently twist to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis