Technical Support Specialist II (TSS II)

General Purpose of Job:  
To inspire and prepare all students with the confidence, courage and competence to achieve their dreams; contribute to community; and engage in a lifetime of learning by providing remote and on-site technical support and maintenance for hardware and software.

Description:  
Provide remote and on-site technical support and maintenance for hardware and software in classrooms, offices, and other facilities as needed. Includes installing, diagnosing, repairing, maintaining, and upgrading all computing devices and peripheral classroom hardware and equipment to ensure optimal workstation performance. Collaborate with other Technical Support Specialists, Technical ESP’s, the Repair technicians and other I2T2 personnel to ensure a high level of customer satisfaction.
 
Essential Duties & Responsibilities: 

• Providing remote and on-site technical support and maintenance for hardware and software in classrooms, offices, and other facilities as needed. Includes installing, diagnosing, repairing, maintaining, and upgrading all computing devices and peripheral classroom hardware and equipment to ensure optimal classroom performance and minimizing downtime. 
• Documenting daily activity in the appropriate work ticket tracking system.
• Implementing procedures created by TSS III as requested and following procedures as established.
• Assisting in improving procedures as needed.
• Collaborating with teammates to insure all District service levels and commitments are met.
• Delivering first-level troubleshooting of network-related issues.
• Providing proper instruction to system users on hardware and software applications.
• Assisting in the creation of documentation and training resources and training customers on operation of classroom technology.
• Collaborating with Technology Integration in assessing needs; coordinating and providing training on District hardware and software.
• Creating or modify training documentation as needed, using computer software and video
• Training Tech ESP’s  on how to provide first-level troubleshooting
• Answering help desk requests via telephone, help desk software, and email. 
• Providing exceptional customer service via oral communications (phone), written communications (email) and strong remote troubleshooting skills, with proper documentation
• Providing effective remote troubleshooting steps to resolve as many requests as possible.
• Assigning open work tickets to appropriate party.
• Staying current with technology changes and terms. Be proficient enough to explain current technology to customers.
• Confirming that all computing devices are properly registering with our current device management system so the database is accurate.
• Insuring that hardware and software inventory and licenses are properly tracked and accurate, using current tools such as incidentIQ, Intune, Active Directory, and Google Administration
• Actively participating in teams that are assembled to find a resolution to a problem and actively collaborate.
• Perform other duties of a like or similar nature as assigned

Required Qualifications: 

• Two-year degree OR five years of related experience.
• Minimum of one year of experience as a technical support person in a desktop environment, including hands-on hardware and software troubleshooting

Preferred Qualifications: 

• Post-secondary degree in computer-related field.
• A+ certification. 
• Microsoft certification. 
• Apple certification.  
• Successful completion of an accredited course of study related to computer science and/or equivalent experience in technical support of software and hardware.
• Technology help desk experience
• Experience in a K-12 setting
• Experience with device and software management
• Proficiency in a language other than English (Spanish, Somali, Hmong, Vietnamese)

Skills, Knowledge, Abilities:  

• providing exceptional customer service
• operating computers and other technology, and a variety of software
• troubleshooting complex technology problems in a methodical and logical manner, knowing when to escalate
• researching technical problems
• connecting various technology platforms so they work together correctly
• prioritizing a constantly changing work load
• working independently and in a team
• learning new skills and communicating those to others
• effective communications, listening, verbal and written; expressing technical terms and situations to non-technical customers
• organizing details; managing time effectively

 
Job Type:  Full-Time, full-year

Hours:  8 hours/day; 5 days/week; 
 
Bargaining Unit:  Hourly Technical; Contracts
 
Salary Range:  Per Contract, Classification III
 
Desired Start Date:  ASAP
 

Osseo Area Schools offers:

• Meaningful and impactful work 

• Opportunities to grow professionally

• A variety of benefits

• Summer opportunities

• and more 

 

Equal Employment Opportunity Statement: 

Osseo Area School District ISD 279 is an Equal Opportunity, and veteran-friendly employer.

Osseo Area School District ISD 279 ensures equal employment opportunities regardless of race, creed, gender, color, national origin, religion, age, sexual orientation or disability. Osseo Area School District is committed to a workforce that reflects the diversity of the district and strongly encourages persons to apply who can strengthen our diversity. For more information, view the District’s Equal Opportunity and Prohibition Against Discrimination, Harassment and Violence Policy. 

Veteran’s Preference: If you are an eligible veteran, please submit a legible copy of your DD214 with your application. 

Accommodation: If you have a disability that requires an accommodation during the selection process, please email Human Resources at HR@district279.org or call 763-391-7007.

 

Background Check Upon Conditional Offer: 

 

Background checks are conducted upon receiving a conditional offer. Employees must complete a background check and are responsible for the background fee. A passing background is required.  Criminal convictions are reviewed on a case-by-case basis.