Primary Purpose:

Provide frontline support for all district staff to resolve computer related issues. Responsible for
phone support, technology issue evaluation, and distribution of technology-related work orders.

Qualifications:

Education/Certification:

High school diploma or GED

Special Knowledge/Skills:

Broad knowledge of computer hardware and software applications
Knowledge of software used to develop spreadsheets, databases, and do word processing
Ability to detect and resolve technical or technology-related problems
Excellent organizational, communication, and interpersonal skills

Major Responsibilities and Duties:

Telephone Support

1. Receive phone calls and work cooperatively to assist end-users to resolve problems and use software
and hardware. Communicate with software and hardware vendors to resolve end-user problems.
2. Communicate with director to detect and resolve end-user problems with internally developed
applications and database management.

Technical Support

3. Process technology-related work orders and assign priority to work orders. Evaluate and recommend
technology-related repairs and costs. Arrange for contract repairs for work that cannot be performed
by district staff.
4. Analyze and identify trends in issue reporting and devise preventative solutions.
5. Communicate with director for support with issues that require escalation.

Records and Reports

6. Maintain phone log records and use data to identify areas for improvement including training and
maintenance support.

7. Track all software materials and licenses, performing routine inventories and filing.
8. Compile, maintain, and file reports, records, and other documents as required.

Other

9. Comply with policies established by federal and state law, State Board of Education rule, and local
board policy.
10. Follow district safety protocols and emergency procedures.

Mental Demands/Physical Demands/Environmental Factors:

Tools/Equipment Used: Hand tools; personal computers and peripherals
Posture: Prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting
Motion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking,
grasping/squeezing, wrist flexion/extension, reaching
Lifting: Moderate lifting and carrying (up to 44 pounds)
Environment: Occasional prolonged and irregular hours; districtwide travel.
Mental Demands: Work with frequent interruptions; maintain emotional control under stress

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This document describes the general purpose and responsibilities assigned to this job and is not an exhaustive list of all
responsibilities and duties that may be assigned or skills that may be required.