Technology Services Specialist

Definition
Provides technical support involving installation, configuration, update, repair, replacement, and operation of a wide range of technology such as computer software, computer hardware, voice communications technology, data storage, servers, virtualization, and related peripheral equipment; guides users on the appropriate uses of technology; and ensures user satisfaction with technology solutions and customer service.

Typical Duties
Installs, configures, and troubleshoots computer equipment, voice communications equipment, data storage, servers, virtualization, and related technology and peripheral devices, and makes appropriate connections and disconnections of cabling.

Installs, configures, and troubleshoots smart classroom technology and equipment such as panel control systems; video data projectors; document cameras; digital presenters, interactive whiteboard or smart board, and integrations to the overall technology environment at an assigned location.

Performs installation, upgrades, and maintenance of local software applications and suites; ensures compliance with license agreements and copyright requirements.

Responds to the needs and inquiries of users explains Information Technology issues, deploys solutions including office and lab technology, and follows up with users to assure the stability and functionality of District issued end user systems.

Responds to help desk ticket referrals, locally-based problems with hardware, software, and networking, and other computer related technologies; deploys solutions and follows up.

Interfaces with technology peers, support staff, and vendors to coordinate activities, exchange information, and solve technology issues and concerns.

Participates in the delivery, setup, and teardown of presentation and technology equipment for indoor and/or outdoor events.

Sets-up user access to local file sharing and learning management systems.

Writes operating instructions, training materials, and manuals.

Consults with faculty and/or staff to develop solutions for office and lab technology; consults with vendors and District personnel to develop and implement security standards and technology policy.

Provides recommendations to the team lead concerning enhancements to the hardware and software inventory.

Guides users on software and hardware use.

Collaborates with District personnel in the design and development of system configurations and software.

Keeps users informed and gathers critical feedback to improve processes and relationships.

Assists Information Technology staff of the Educational Services Center with troubleshooting problems related to technical operations and services related to network equipment and operations.

Maintains, corrects, and troubleshoots assigned location network equipment as needed.

Refers local service outages to appropriate personnel.

Tracks assigned technology inventory, controls access to server rooms and data closets, monitors software such as antivirus and MDM; assists in data capture for asset management software and continuously updates the asset management software as inventory changes.

Creates and maintains records and documentation to support building the team knowledge base.

Attends assigned training programs and activities in order to maintain current knowledge of technological advances and changes.

May provide technical support involving assistive technology, multimedia technology, and security technology as needed.

May provide guidance, training, and instruction to lower-level technology staff and student assistants.

May assist with the technology budget for computer equipment, software acquisitions and support; requests quotes from vendors for equipment and software.

Performs related duties as assigned.

Distinguishing Characteristics
A Technology Services Specialist performs journey-level technical support duties related to the installation, setup, and repair of computer hardware and voice communications equipment; software installation, granting user access, and providing user guidance with common application software and computer equipment operations.

A Supervising Technology Services Specialist supervises and actively participates in the work of a technology team engaged in providing technical support functions such as software installation, the repair/replacement of computer hardware and adjustment of computer equipment, setting-up and configuring smart classroom equipment, granting user access, and providing user training at an assigned location.

An Assistant Technology Services Specialist performs technical support duties of entry to moderate level difficulty, complexity, and scope related to the installation, configuration, update, repair, replacement, and operation of a wide range of technology such as computer software, computer hardware, printers, and related peripheral devices and equipment.

Supervision
General supervision is received from a Supervising Technology Services Specialist or a technical manager at the Educational Services Center. Technical assistance is received from Division of Information Technology staff. Work direction may be provided to lower-level technical staff.

Class Qualifications
Knowledge of:

Capabilities, set-up, operation, and maintenance requirements of computers, networks, voice communications technology, and peripheral equipment

Techniques used to troubleshoot equipment and software malfunctions

Data storage technology including SAN, NAS, and RAID

Operation and functionality of computer software including, but not limited to, Microsoft applications, Microsoft Windows, Apple OS/iOS, network and network protocols

Smart classroom technology including but not limited to panel control systems; video data projectors; document cameras; digital presenters; interactive whiteboard or smart board

Principles and techniques of server management

Principles and techniques of inventory/property management including asset management software

Techniques of active listening

Principles and protocols of quality customer service

New trends and developments in computer and classroom technology

Basic principles of training

Skill in:

The use of Microsoft Office suite

Ability to:

Diagnose and resolve a wide range of technical problems involving software, computer hardware, voice communications technology and equipment, networks, servers, and related technology and peripheral equipment

Utilize diagnostic test procedures and instruments

Prioritize and manage multiple tasks, projects, and demands

Provide guidance to computer users in the use of a wide variety of common computer and academic instructional software and equipment

Provide technical assistance in configuring and troubleshooting smart classroom equipment

Write instructions in a manner that can be understood by computer users with different levels of computer literacy

Write clear and logical documentation

Actively contribute to a culture of constructive collaboration and innovation with colleagues

Maintain high levels of customer service and satisfaction

Maintain a focus on details, quality, and precision in the performance of duties

Build rapport with users and maintain a professional demeanor while handling complex user issues

Respond professionally, effectively, and efficiently with technology staff, users, students, and vendors

Maintain confidentiality of work-related sensitive information and materials

Maintain current knowledge of a wide range of computer technologies and applications

Learn the characteristics of new computer systems, networks, servers, voice communications technology, software, and hardware and update technical skills to adapt to changing technology

Entrance Qualifications
Education and Experience:

A. An associate degree or its equivalent from a recognized college or university with a major in computer information systems, computer science, computer engineering, mathematics, or a related field AND one year of recent, full-time, paid technical computer experience, preferably in heterogeneous (Mac and Windows, mobile devices, desktops, laptops) environments.

OR

B. Graduation from high school or its equivalent AND twenty-four semester units in computer information systems, computer science, computer engineering, or a related subject from a recognized college or university AND two years of recent, full-time, paid technical computer experience, preferably in heterogeneous (Mac and Windows, mobile devices, desktops, laptops) environments.

OR

C. Graduation from high school or its equivalent AND three years of recent, full-time, paid technical computer experience, preferably in heterogeneous (Mac and Windows, mobile devices, desktops, laptops) environments.

Certification:

The following certifications or an equivalent must be obtained within six months of employment and remain current thereafter:

Comp TIA A+

ITIL Foundation

Benefits
Medical and dental insurance and vision care plans are provided for employees and their dependents.
A $50,000 life insurance policy is provided free of charge for each employee.
New employees receive 12 full-pay days and 88 half-pay days of illness leave.
19 paid holidays per year.
Vacation days accrue annually beginning at 10 days and increasing incrementally to 24 days depending on years of service with the District. Vacation days for management and confidential positions begin at 15, 20, or 24 days.
Other paid time off includes: bereavement leave, personal necessity leave, court subpoena, and jury duty.
Employees become members of the Public Employees Retirement System. Employees are also covered by Social Security.
Employee Assistance Program