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Location

Englewood, CO | United States

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Job description

FLSA CLASSIFICATION : Non-Exempt

COMPENSATION PLAN : Educational Support Personnel

PAY RANGE : Range 15

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SUPERVISOR : Technology Support Lead.

LAST UPDATED 07/14/2023

JOB SUMMARY : Provide technical expertise and guidance in the area of user/desktop support. Assist in addressing business needs by capturing requirements, documenting processes, and recommending solutions involving user/desktop support. Support user hardware and software, application installations, maintenance, upgrades, and troubleshooting technology.

DUTIES AND RESPONSIBILITIES : The following tasks describe the basic functions of the job and represent the type of work performed. They do not constitute an exhaustive list of the duties and responsibilities performed on the job. The following frequencies and percentage of time spent are approximations only and are subject to flexibility dependent on organizational needs.

• In collaboration with Information Systems leadership, develop processes and workflow for hardware repair, assist in developing documentation, and maintain records related to repairs. [Daily, 20%]
• Research, analyze, and resolve problems or concerns regarding hardware or peripheral issues, including performing root cause analyses (RCA). [Daily, 20%]
• Assist in maintaining assets, orders, and inventories parts as necessary. Assist in maintaining shop facility and tools in a clean safe manner. [Daily, 15%]
• Plan and manage enterprise-level technical projects. [Daily, 10%]
• Analyze, evaluate, and recommend the purchase of computer hardware, software, technical equipment, and supplies. [Daily, 10%]
• Act as a senior technical member in the implementation and maintenance of existing and newly acquired technologies. [Daily, 5%]
• Travel to District facilities as required to support end users; act as an additional resource for the field support team as required. [Daily, 5%]
• Implement training plans, monitor the effectiveness of the training process, and act as a resource for new team members. [Daily, 5%]
• Collaborate across District teams to analyze and resolve problems. [Daily, 5%]
• Perform other related duties as assigned or requested. [Daily, 5%]

MINIMUM QUALIFICATIONS : The minimum amounts of formal education, professional work experience, knowledge, skills, and abilities that must be met for a candidate to be considered for a position.

• Associate degree in Computer Science/Computer Engineering or equivalent combination of education, certifications, and experience.
• Five (5) years of Information technology experience.
• Experience with enterprise technology repair processes and procedures.
• Experience with SCCM desktop imaging processes and software tools.
• Experience in developing test plans, client manuals, tutorials, and training course materials as well as the ability to conduct in class and web-based training.
• Experience installing, maintaining, and troubleshooting hardware issues including software and technology assets.
• Experience with managing assets, assisting with surplus equipment, and providing guidance for license management.
• Experience with the administration, maintenance, and support of the current versions of Microsoft Windows and Mac OSX operating systems.
• Intermediate knowledge of typical office equipment such as telephones, copiers, fax machines, email, etc.
• Experience managing technical projects in an enterprise environment.
• Advanced knowledge of Microsoft Office.
• Intermediate English language skills.
• Advanced oral and written communication skills.
• Advanced interpersonal relations skills.
• Ability to work alone and collaboratively with others.
• Advanced problem solving, critical observation, and conflict resolution skills.
• Ability to handle multiple assignments and respond quickly to changing business needs and priorities.
• Criminal background check and fingerprinting required for hire.

MINIMUM CERTIFICATIONS AND LICENSES : The minimum certifications and licenses that must be met, valid, and unexpired for a candidate to be considered for a position.

• A+ Certification required.
• Dell Support Certification required or able to obtain within 90 days of hire.
• Valid Colorado driver's license.

PREFERRED QUALIFICATIONS : Any job-related formal education, professional work experience, knowledge, skills, abilities, certifications, licenses, and other criteria that are inessential and in addition to the minimum qualifications, certifications, and licenses.

• Bachelor's degree in Computer Science/Computer Engineering.
• Experience with employee training.
• Intermediate knowledge of ITIL/ITSM framework.
• Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
• Racially conscious and culturally competent with the skill, will, capacity, and knowledge to commit to a culture of continuous improvement.

PHYSICAL AND MENTAL DEMANDS : The physical exertion, cognitive capacities, and work environments required to perform a position's duties and responsibilities.

• Moderate physical effort.
• Lifting up to 25 pounds.
• Eye/hand coordination (e.g. typing, ten key).
• Visual concentration on equipment.
• Constant bending, reaching, climbing, and twisting.
• May work in awkward positions.
• Prolonged standing/walking.
• Rapid reaction to physical changes (e.g. operating equipment).

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