Technology Support Technician I

Position Type: CLASSIFIED/INFORMATION TECHNOLOGY Date Posted: 10/3/2024 Location: INFORMATION TECHNOLOGY RICHLAND COUNTY SCHOOL DISTRICT ONE COLUMBIA, SOUTH CAROLINA TECHNOLOGY SUPPORT TECHNICIAN I FLSA: Non-Exempt 240 days Salary Range: $47,962.37 - $66,575.81 GENERAL STATEMENT OF JOB Under limited supervision, implements, configures, maintains, and supports internal and external Microsoft networks. Resolves network performance issues and provides support as necessary to users. SPECIFIC DUTIES AND RESPONSIBILITIES ESSENTIAL JOB FUNCTIONS Provides technical support to users of computer software and hardware within the district's schools; diagnoses malfunctions and operating difficulties with software applications and networking systems and resolves problems to maximize operational effectiveness and efficiency. Receives and responds to Help Desk inquiries from staff members regarding technology problems. Installs and replaces hardware as needed. Researches and recommends appropriated software for users' needs; installs software and updates. Coordinates, conducts and attends staff training on hardware and software systems. Prepares hardware and software use instructions for distribution to District staff. Creates spreadsheets and databases; receives, reviews, prepares and submits various other records and reports including service call forms, computer manuals, monthly reports, analytical/diagnostic reports, training materials, travel forms, inventory lists, logs, work schedules, memos, and correspondence. Interacts and communicates with various groups and individuals such as school principal, and/or other District administrators, teachers, staff, consultants, contractors, vendors, etc. Assists in the development of computer slide presentations and demonstrations. Complies with all federal laws, state statutes, Board policies, administrative rules, and directives. ADDITIONAL JOB FUNCTIONS Performs related duties as required. MINIMUM TRAINING AND EXPERIENCE Bachelor's degree in a technology or a related field. Other combinations of education, certifications, and experience may be considered. Superior problem-solving, organizational and analytical skills. Demonstrated verbal and written communication skills. MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS Physical Requirements : Must be physically able to operate a variety of machines and equipment including a computer, telephone, etc. Must be able to exert up to ten pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting much of the time, but may involve walking or standing for periods of time. Must be able to lift and/or carry weights of up to forty pounds. Must be able to move (with assistance when necessary) common PC workstations, servers, and other electronics. Data Conception : Requires the ability to compare and/or judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things. Interpersonal Communications : Requires the ability of speaking and/or signaling people to convey or exchange information. Includes receiving assignments and/or direction from supervisor. Language Ability : Requires ability to read a variety of policy and procedure manuals, technical manuals and reports, specifications, etc. Requires the ability to prepare reports, instructions, etc. with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control and confidence. Intelligence : Requires the ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions; to deal with several abstract and concrete variables. Requires the ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information. Verbal Aptitude : Requires the ability to record and deliver information, to explain procedures, to follow verbal and written instructions; to instruct employees. Must be able to communicate effectively and efficiently with persons of varying educational backgrounds and in a variety of professional languages including computer/electronic technology. Numerical Aptitude : Requires the ability to add and subtract totals, to multiply and divide, to utilize mathematical formulas, to determine percentages and decimals and to determine time. Form/Spatial Aptitude : Requires the ability to inspect items for proper length, width and shape, and visually read various documents. Motor Coordination : Requires the ability to coordinate hands and eyes using office machinery; to operate motor vehicles. Manual Dexterity : Requires the ability to handle a variety of items, keyboards, office equipment, control knobs, buttons, switches, catches, small tools, etc. Must have moderate levels of eye/hand/foot coordination. Color Discrimination : Requires the ability to differentiate colors and shades of color. Interpersonal Temperament : Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines. The worker may be subject to danger or risk to a slight degree and to tension as a regular, consistent part of the job. Physical Communications : Requires the ability to talk and/or hear: (talking: expressing or exchanging ideas by means of spoken words; hearing: perceiving nature of sounds by ear). Travel : Must be physically and legally able to drive vehicle to various district locations. Must have valid driver's license and access to a vehicle. District vehicle will not be provided (mileage expenses will be reimbursed.) PERFORMANCE INDICATORS Knowledge of Job: Has thorough knowledge of the methods, procedures and policies of the Information Technology Department as they pertain to the performance of duties of the Technology Support Technician I position. Is knowledgeable in the laws, ordinances, standards, policies and regulations pertaining to the specific duties and responsibilities of the position. Is able to help ensure departmental compliance with all laws and regulations and control the activities of the department through effective supervision. Has thorough knowledge of the organization of the department and of related departments and agencies. Has considerable knowledge of the functions and interrelationships of Richland District One and other governmental agencies. Has knowledge of the theory, operation, maintenance and uses and capabilities of Microsoft software and other related information management systems and technologies. Has thorough knowledge of practices and procedures related to the analysis of computer systems as required by an educational community. Is able to provide technical advice and consultation to users. Is able to analyze methods and procedures accurately and logically. Is able to write clear, detailed policies and procedures within area of responsibility. Has the ability to offer training and assistance to co-workers and employees of other departments as required. Has the ability to use independent judgment as needed in performing routine and non-routine tasks. Is able to take the initiative to complete the duties of the position without the need of direct supervision. Follows through with tasks, and reports status to stakeholders. Is able to read and interpret complex technical reports, user manuals and related materials pertaining to the responsibilities of the job. Knows how to prepare reports, user instructions, etc., with completeness and accuracy. Has comprehensive knowledge of the technical terminology and various professional languages used within the department. Knows how to maintain effective relationships with personnel of other departments, professionals and members of the public through contact and cooperation. Knows how to react calmly and quickly in emergency situations. Has the mathematical ability to handle required calculations. Is able to organize work area, and take control of operations there, even if personnel present are not direct reports. Have good organizational, technical and human relations skills. Has the ability to learn and utilize new skills and information to improve job performance and efficiency. Has knowledge of the occupational hazards and safety precautions of the trade. Quality of Work : Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interaction with all District departments and divisions, co-workers and the public. Quantity of Work : Performs described "Specific Duties and Responsibilities" and related assignments efficiently and effectively in order to produce quantity of work which consistently meets standards and expectations of the District. Dependability : Assumes responsibility for completing assigned work. Completes assigned work within deadlines in accordance with directives, District policy, standards and prescribed procedures. Remains accountable to assigned responsibilities in the technical, human and conceptual areas. Immediately communicates any delays or unforeseen problems to necessary stakeholders. Attendance : Attends and remains at work regularly and adheres to District policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests. Available to work irregular or extra hours when necessary. Maintains accessibility to respond to urgent situations during off-hours. Initiative and Enthusiasm : Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for the completion of work with a minimum of supervision and instruction. Judgment : Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice where appropriate and researches problems, situations and alternatives before exercising judgment. Cooperation : Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with District policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons and departments within the District. Takes cooperative efforts seriously, and strives for the success of the team. Relationships with Others : Shares knowledge with managers, supervisors and staff for mutual and District benefit. Contributes to maintaining high morale among all District employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the public so as to maintain good will toward the District and to project a good District image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the District. Emphasizes the importance of maintaining a positive image within the District. Interacts effectively with higher management, professionals and the public. Coordination of Work : Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Attends required meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Inventory Control : Assures control of all inventory in area of responsibility. Maintains compliance with all district procurement and asset management policies and procedures. Keeps clear, complete, accurate records of software and hardware inventories. Safety and Housekeeping : Adheres to all safety and housekeeping standards established by the District and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace. Assures safe practices by self and others entering the central data center.