Albuquerque Public Schools
TECHNOLOGY CLIENT SERVICES FIELD TECHNICIAN
Albuquerque Public Schools, Albuquerque, New Mexico, United States, 87101
Responsible for supporting the technology needs of all District users at APS school sites and other locations. Providing technology support, consultation, and recommendations while providing excellent customer service as a basis for all duties.
ESSENTIAL FUNCTIONS:
The incumbent must achieve the following outcomes with or without reasonable accommodation:
Responds to all telephone calls and/or e-mail by APS staff inquiring about technology problems or the status of repairs within established service level agreements (SLA).Provide technological support to local & remote locations in accordance with established policies and procedures.Ability to utilize remote desktop programs and device management systems to remotely assist and troubleshoot technical issues for end users.Maintain, analyze, and troubleshoot a variety of technical issues.Performs system upgrades, installs software packages, and runs diagnostics to ensure proper system functionality.Track equipment inventory; assignment, transfer and salvage; collaborate on potential purchases.Maintains current industry standard certifications and training to keep up with IT trends (see Experience, Education, And Licensure).Own and execute technology implementation projects from district representative(s).Resolve technical issues, and advise/implement appropriate action/solutions.Communicate regularly and collaborate effectively with customers and team members.Maintain records of daily data communication transactions, issues and remedial actions taken, or installation activities.Works with the Technology Team to develop standard operating procedures; develops and documents improvements to current processes and procedures.Works with the Educational Technology Team to train and develop classroom technology initiatives.Provides feedback to managers regarding job status, customer relations, and supply needs.Assist coworkers in the execution of established processes and escalations.Be an advocate for technology integration into daily instruction.Help develop and administer training materials departmentally and at the district level.Assist with the training and mentoring of all new employees within the APS Technology Department.Communicate on behalf of the Technology Department and disseminate district communication to schools and departments.Assist team members with essential projects as needed.Other duties as assigned.Temporary support in other areas within the Technology Department.Ensures the integrity of all electronic data records by following district quality standards and utilizing district inventory tools.PREFERRED KNOWLEDGE, SKILLS, ABILITIES AND EXPERIENCE:
Higher education related to the technical field.Excellent communication skills, both verbal and written.Interpersonal skills with diverse populations in person and on the telephone.Flexibility, and effective organizational, decision-making, analytical, and problem-solving skills.Ability to meet deadlines, work on multiple tasks/projects, and follow through.Ability to work closely with detail, be accurate, and keep complete and organized documentation.Knowledge of the APS community.Positive attitude and willingness to work as a team member.Ability to work independently, and in a team environment.REQUIREMENTS:
High School Diploma or GED.Three years of experience in a technical related field or equivalent course work.Knowledge of multiple hardware and software platforms such as Mac and Windows operating systems, IOS, Chrome OS, Android, etc.Foundational knowledge with Microsoft Office 365, Google (G-Suite), Operating Systems, device management tools, interactive panels, hardware, software, troubleshooting methodology, networking concepts, and customer service.Have one industry standard certification and/or the ability to work towards one of the following certifications within a one-year time frame; 2 years' higher education specific to technology counts towards one of the certifications below (*only for hiring purposes).
HDI-CSR: HDI Customer Service RepresentativeITIL / ITIL Foundations or higher ITIL certificationACSP: Apple Certified Support Professional or other equivalent Apple certificationMSX: MTA (or higher) Microsoft relevant to Office 365 or Microsoft Office for EducationGoogle professional certificationsCompTIA: A+ or Network+, or Security+, or other/higher CompTIA certificationAny Cisco certification(s)Or equivalent industry certification(s)
Equivalent certifications/experience can be determined by IT leadershipCertifications will be updated to match current industry standards accordingly
CONTACT INFORMATION:Contact: Jennifer Waterman at / jennifer.waterman@aps.eduAPPLY TO:
Please apply at www.aps.edu and submit a District Support application. A cover letter, resume and any other supporting documents MUST be submitted prior to 4:00 PM on the closing date of the advertisement for your application to be considered complete.
ADDITIONAL INFO:GRADE / LEVEL: K2SALARY: Hourly: $22.7711DAYS: 256HOURS: 8START DATE: asapADA Compliance
ESSENTIAL FUNCTIONS:
The incumbent must achieve the following outcomes with or without reasonable accommodation:
Responds to all telephone calls and/or e-mail by APS staff inquiring about technology problems or the status of repairs within established service level agreements (SLA).Provide technological support to local & remote locations in accordance with established policies and procedures.Ability to utilize remote desktop programs and device management systems to remotely assist and troubleshoot technical issues for end users.Maintain, analyze, and troubleshoot a variety of technical issues.Performs system upgrades, installs software packages, and runs diagnostics to ensure proper system functionality.Track equipment inventory; assignment, transfer and salvage; collaborate on potential purchases.Maintains current industry standard certifications and training to keep up with IT trends (see Experience, Education, And Licensure).Own and execute technology implementation projects from district representative(s).Resolve technical issues, and advise/implement appropriate action/solutions.Communicate regularly and collaborate effectively with customers and team members.Maintain records of daily data communication transactions, issues and remedial actions taken, or installation activities.Works with the Technology Team to develop standard operating procedures; develops and documents improvements to current processes and procedures.Works with the Educational Technology Team to train and develop classroom technology initiatives.Provides feedback to managers regarding job status, customer relations, and supply needs.Assist coworkers in the execution of established processes and escalations.Be an advocate for technology integration into daily instruction.Help develop and administer training materials departmentally and at the district level.Assist with the training and mentoring of all new employees within the APS Technology Department.Communicate on behalf of the Technology Department and disseminate district communication to schools and departments.Assist team members with essential projects as needed.Other duties as assigned.Temporary support in other areas within the Technology Department.Ensures the integrity of all electronic data records by following district quality standards and utilizing district inventory tools.PREFERRED KNOWLEDGE, SKILLS, ABILITIES AND EXPERIENCE:
Higher education related to the technical field.Excellent communication skills, both verbal and written.Interpersonal skills with diverse populations in person and on the telephone.Flexibility, and effective organizational, decision-making, analytical, and problem-solving skills.Ability to meet deadlines, work on multiple tasks/projects, and follow through.Ability to work closely with detail, be accurate, and keep complete and organized documentation.Knowledge of the APS community.Positive attitude and willingness to work as a team member.Ability to work independently, and in a team environment.REQUIREMENTS:
High School Diploma or GED.Three years of experience in a technical related field or equivalent course work.Knowledge of multiple hardware and software platforms such as Mac and Windows operating systems, IOS, Chrome OS, Android, etc.Foundational knowledge with Microsoft Office 365, Google (G-Suite), Operating Systems, device management tools, interactive panels, hardware, software, troubleshooting methodology, networking concepts, and customer service.Have one industry standard certification and/or the ability to work towards one of the following certifications within a one-year time frame; 2 years' higher education specific to technology counts towards one of the certifications below (*only for hiring purposes).
HDI-CSR: HDI Customer Service RepresentativeITIL / ITIL Foundations or higher ITIL certificationACSP: Apple Certified Support Professional or other equivalent Apple certificationMSX: MTA (or higher) Microsoft relevant to Office 365 or Microsoft Office for EducationGoogle professional certificationsCompTIA: A+ or Network+, or Security+, or other/higher CompTIA certificationAny Cisco certification(s)Or equivalent industry certification(s)
Equivalent certifications/experience can be determined by IT leadershipCertifications will be updated to match current industry standards accordingly
CONTACT INFORMATION:Contact: Jennifer Waterman at / jennifer.waterman@aps.eduAPPLY TO:
Please apply at www.aps.edu and submit a District Support application. A cover letter, resume and any other supporting documents MUST be submitted prior to 4:00 PM on the closing date of the advertisement for your application to be considered complete.
ADDITIONAL INFO:GRADE / LEVEL: K2SALARY: Hourly: $22.7711DAYS: 256HOURS: 8START DATE: asapADA Compliance