User Support Specialist

Effective immediately, the Human Resources Department is accepting online applications for the position of User Support Specialist in the Technology Department. The position is full time (12 month; 8 hours per day), Monday through Friday.  Annual salary is $57,882; Independent-Technology Group.

Application Process
To be considered for the position, submit online application at www.sspps.org.  The application window will be from 12/11/2024 through 1/3/2025. Applications will be reviewed the week of 1/6/2025 with the intention to reach out to desired applicants for interviews the week of 1/13/2025. The anticipated start date at this time is 2/3/2025.

Reports to:  Director of Technology

Job Summary    
This position provides help desk and end-user support services for staff, students and parents by responding to and resolving user device, network and application needs, questions and problems. They document their service and solutions and focus on developing the capacity of their customers to be independent technology practitioners. The User Support Specialist’s primary scope of operation includes hardware, operating systems and applications between the keyboard and the network switch.
 
Job Functions

• Provide Technology Help Desk services to staff, student and parent customers by responding to incoming requests, researching and documenting resolutions to issues, and escalating issues when appropriate.
• Provide assistance, guidance and learning to Tech-Media Assistants.
• Participate actively in group problem solving with Technology team members to develop quality solutions to customer and operational issues.
• Manage user accounts in Active Directory and Google Admin Console according to user onboarding and off boarding procedures.  Troubleshoot and resolve issues with user accounts.
• Provide basic training to new users, and ongoing training to all staff in the effective operation of district standard classroom and operational technology.
• Install, configure and test hardware, operating systems and applications both on-site and using district device and software management and deployment systems.
• Manage student device deployment, updating, maintenance and collection.
• Manage technology equipment, inventory, storage and maintenance.
• Provide assistance for events requiring audio-visual and other technology support.
• Assess user needs and recommend appropriate hardware and software solutions.
• Act as a project manager for the site to which he/she is assigned with implementation of department initiatives.
• Research and evaluate technology trends and hardware and software developments.
• Serve on workgroups researching and recommending district technology options and future purchases.
• Research, write and publish articles, tip sheets and other communications for users.
• Maintain a positive, professional and safe educational and work environment at all times.
• Participate in “all hands on deck” projects or events.
• Travel to all district sites to provide assistance.
• Other duties as assigned.

 
Knowledge, Skills and Abilities Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Two-year degree in computer science, management of information systems, or related field or at least two years of experience supporting computer user in a network windows environment. 
• Strong working knowledge of Windows, Chrome and iOS devices and operating systems.   
• Extensive experience with productivity applications such as Microsoft Office and Google Apps.
• Excellent customer service skills and the ability to communicate effectively both verbally and in writing with staff, students and parents as well as with people outside the organization. 
• Demonstrate ability to establish and maintain cooperative and effective working relationships with colleagues and customers.
• Ability to travel frequently between district sites.
• Demonstrate willingness and ability to build team capacity.
• Strong reasoning and troubleshooting abilities.
• Ability to perform basic network issue troubleshooting.
• Demonstrate project management skills: Assess, plan, determine resource needs and execute or lead a project.
• Ability to collect and report on operational data.
• Knowledge of the laws and guidelines governing data privacy.
• Ability to research, evaluate and make recommendations.
• Ability to communicate effectively both orally and in writing.
• Ability to travel between district sites.
• Demonstrate prompt, regular and reliable attendance.

  
Desired:

• Experience working in a PK-12 school environment.
• Experience with workstation design and software deployment.
• Familiarity with Macintosh and Android devices and operating systems.
• Associate’s Degree or Bachelor’s Degree preferred.

Physical Requirements
Regularly required to move about buildings providing technology assistance to staff; ability to crawl, stoop, reach, etc., in order to troubleshoot technology problems and/or install/remove equipment; and must have the ability to lift or move up to 50 pounds unassisted.