Technology Support Assistant

Title: Technology Support Assistant
Wage/Hour Status: Non-Exempt
Compensation: PCT4 Compensation Manual
Location: Dickinson High School/Technology Department
Days Employed: Compensation Manual
Immediate Supervisor: Director of Technology

POSITION SUMMARY

• Provide entry-level support and maintenance for computing devices
• Resolve hardware and software issues, ensuring minimal disruption to the learning environment
• Provide presenter support
• Filter user issues and escalate to the PC Support Specialist or other staff as appropriate

QUALIFICATIONS

Education:

• Currently enrolled in or a recent graduate of a Technical College or University program in Computer Science or a related field (preferred)

Certifications:

• Possession of or progress toward PC repair certifications (e.g., CompTIA A+) (preferred)

Technical Skills:

• Basic knowledge of PC/laptop hardware, Chrome, and Windows OS
• Ability to operate basic tools and handle peripheral accessories
• Familiar with standard networking connections
• Ability to conduct research on issue and troubleshoot solutions

Professional Traits:

• Strong customer-service orientation
• Effective interpersonal and relationship-building skills
• Ability to explain technical issues in a "user-friendly" language to students and teachers
• Self-motivated/directed with the ability to prioritize tasks in a busy school environment

MAJOR RESPONSIBILITIES

Technical Support & Troubleshooting:

• Perform on-site diagnosis and resolution of hardware and software problems

• Install, configure, and test software applications and workstation hardware
• Assist in assessing and implementing basic upgrades, such as screen, keyboard, and battery replacements
• Collaborate with all technical staff to ensure efficient operation
• Receive and respond to incoming calls, tickets, chats, and emails regarding technical problems
• Develop help sheets and frequently asked questions lists for end users
• Assist in building step-by-step procedures for applications and technical processes

Inventory & Documentation:

• Develop and maintain an accurate inventory of Chromebook parts, monitors, keyboards, chargers, and other components
• Document all instances of equipment failure, repair, and installation within the district’s ticketing system
• Provide detailed documentation

Collaboration & Operations:

• Collaborate with members of the Technology Department to ensure efficient high school operations
• Follow step-by-step procedures for technology applications and district-wide processes
• Perform other duties as assigned by the Technology Department

WORK ENVIRONMENT & PHYSICAL DEMANDS

Physical:

• Must be able to lift and move computer equipment (up to 50lbs)

Environment:

• Primary work is conducted on-site