Field Technician – Level II

Full time 12 month position. General Definition of Work: Performs difficult skilled technical work diagnosing, troubleshooting and solving technology issues that arise in software and hardware, network systems and peripherals, collaborating with others in the Technology department by providing tools, support and training that strengthens communication, collaboration, critical thinking and creativity, personalization and best practice teaching and learning for staff and students, innovation and accelerated preparation for college and careers, and related work as apparent or assigned. Work is performed under the limited supervision of the Technology Support Manager. Essential Functions: Collaborates with system administrators to provide backup support in one of he following areas: network and PC’s, systems integration, student devices, or Wi-Fi and phones. Creates, saves and deploys computer images. Installs and configures network based applications, images and operating systems. Collaborates with the Field Technician – Level 1 and other technology support staff to efficiently and effectively resolve technology support requests among assigned primary buildings and the District. Provides maintenance and system support to configure, install, update, upgrade and troubleshoot devices, printers, projectors, related apps, digital displays, interactive whiteboards and peripherals, software and hardware remotely, in person, via phone and through the technology ticketing system; implements file backups and configures systems and applications. Deploys, repairs and maintains personal computers (PC’s), Chromebooks, Macs, tablets, network devices, printers, projectors and other peripherals. Establishes and maintains complete and accurate documentation of support tickets open, status updates and completed tickets; evaluates documented requests and analyzes trends for ways to prevent future problems. Provides customer service and collaboration, training and updates to buildings as end users require and request; responds to high-level software, hardware and peripheral requests throughout the district and assists with helpdesk calls. Sets up and installs equipment; supports all phases of hardware replacement cycles. Provides systems redundancy in partnership with other support staff to provide backup in the following areas: network and PC’s, systems integration, student devices and/or Wi-Fi and telephones. Supports planning and professional development to provide input on new hardware and software. Attends district, building, department or professional meetings or trainings as needed and required. Keeps abreast of current industry trends related to specific support areas. Provides back up for and acts as a Field Technician – Level I; collaborates with the Field Technician – Level I and other technology support staff to efficiently train, inform and communicate with end users regarding technology repair, support and resolve support requests. Performs preventative maintenance, including checking and cleaning of end user devices. Tests proposed fixes to ensure problem has been adequately resolved; performs post-resolution follow ups with end user and team members as required or requested. Tracks in house and outsourced technology repair and support; communicates resolution timelines with end users. Develops help resources and FAQ lists for end users. Provides back up support for and works collaboratively with the Technology Support Team to efficiently resolve issues and requests for support. Engages the end user and customer directly and assesses their situation first hand. Provides support to planning and professional development across all employee groups.