Technology Technology Support Team Leader – District Wide
Job Description
Technology Support Team Leader
Definition
To coordinate district support for systems, networks, servers, software and hardware to support Roaring Fork Schools in ensuring that every student develops the enduring knowledge, skills and character to thrive in a changing world.
Supervision Received and Exercised
Receives direct supervision from the Technology Director.
Primary Duties
The following are examples of primary duties assigned to positions in this classification. Other related duties and responsibilities may be assigned.
- Manages district wide computer deployments, standardizing imaging, patch management, and repair procedures with community technicians for Mac, PC and Chromebook laptops.
- Facilitate Level 1 tech support by configuring help desk management platform that can provide metrics and reporting to determine support capacity and efficiency.
- Provide operating procedures and documentation resources for community technicians to standardize support and deployment
- Manage and troubleshoot student and staff user accounts. (Proprietary Systems, Active Directory, OS X, Google Apps, Infinite Campus, Identity Management, etc)
- Consult with team members to support and troubleshoot network and wi-fi systems, to ensure its speed, reliability and effectiveness. Provide technical assistance to computer system users and community technicians; respond to user inquiries (via email, phone, in person) in a courteous manner; provide information within the area of assignment; resolve complaints in an efficient and timely manner.
- Provide deployment, inventory management, and level 1 tech support to district wide departments that don’t have an assigned Community Technician (e.g. District Office, Transportation, SPED, Preschool, Career Center, Bridges Center, Family Resource Center etc.) Work with Technology Supervision and department heads to standardize laptop deployments.
- Manage help desk software including, but not limited to, work orders, parts management, asset management and documentation.
- Coordinate with technical support team and users to define user needs for new or improved systems; order hardware and software as necessary.
- Provide individualized or small group professional development to assist users in the correct use of technology.
Qualifications
Knowledge of:
- Experience configuring, troubleshooting and managing Chrome OS and Chrome devices.
- Operational characteristics of personal computer systems, components, peripheral devices, network platforms, and operating systems
- Methods and techniques of diagnosing and repairing system hardware and software problems on Mac, Windows and Chrome platforms.
- Methods and techniques of developing technical manuals, user training guides and internal documentation.
- Principles and practices of network administration and user security.
- Occupational hazards and standard safety practices.
- Network theory and design, including OSI model, TCP/IP, peer to peer networking, server client networking, subnetting, VLANs, LAN/WAN and Wifi technologies is preferred.
- Basic server services including Active Directory, DHCP, FTP, SFTP, telnet, HTTP, HTTPS, DNS, AFP, SMB, SMTP is preferred
- iOS MDM, specifically App deployment and management
Ability to:
- Perform technical duties in the testing, installation, maintenance, and administration of network and personal computer hardware and software.
- Setup and maintain routing protocols and static routes on network layer 3 switches and routers
- Analyze and assess computer/network architecture requirements and ?determine optimum, cost-effective solutions.
- Install, configure, upgrade, and maintain personal computer systems and components including monitors, modems, disk drives, printers, and internal cards and controllers.
- Modify personal computer operating system parameters in various system files.
- Apply knowledge gained from complex technical publications, manuals, and other documents.
- Troubleshoot and diagnose system hardware, software and component problems.
- Communicate clearly and concisely, both orally and in writing.
- Mentor, lead and provide assistance to community support technicians
- Collaborate and work with multiple teams
- Establish and maintain effective working relationships with those contacted in the course of work.
Experience and Training Guidelines:
Any combination of experience and training that would likely provide the required knowledge and ability is qualifying. A typical way to obtain the knowledge and abilities would be:
Experience:
Three years experience in technology. Experience in educational technology is preferred.
Training:
A bachelor’s degree or equivalent certification(s) in technology or related field.
License / Certificates:
Ability to obtain and maintain a valid Colorado Drivers License. Certifications in applicable technologies are preferred.
Working Conditions
Environmental Conditions:
Office and computer room environment; exposure to computer screens, cold temperatures, electrical and radiant energy, dust and high level of machine noise.
Physical Conditions:
Primary functions may require maintaining physical condition necessary for an extensive amount of physical activity that requires strength and agility to carry out the necessary duties including standing or sitting for prolonged periods of time; moderate to heavy lifting and carrying; bending, stooping, kneeling and crawling, use of computer keyboard, use personal vehicle to travel from site to site.
Job Evaluation Standards/Areas
- Job Knowledge
- Professional Responsibilities
- Customer Service
- Teamwork
- Problem Solving and Decision Making
