IT Specialist III - Pyramid Support (Multiple Positions)

Position Type:

Leading District Professional/Technology

Date Posted:

6/25/2024

Location:

DIVISION OF TECHNOLOGY

Closing Date:

Open Until Filled

  Additional Information: Show/Hide

IT Specialist III - Pyramid Support

Reports to: IT Manager II - Pyramid Support

Pay Grade: 503

Duty Days: 239

Salary: $55,850 - $67,283

FLSA Status: Non- Exempt

Position Purpose

Provides onsite technology support for students, faculty, and staff. Ensures timely and effective assistance with hardware, software, and connectivity issues, in schools and administrative facilities fostering a customer-centric approach to address the diverse technology needs within the educational environment.

Provides best-in-class customer service support through professional and courteous interactions with all customer stakeholders. Tracks and monitors requests and serves as the liaison between the end user and issue resolution.

ESSENTIAL JOB FUNCTIONS

• Identifies, diagnoses, and resolves issues for users of district approved computer software and hardware, network connectivity, and new computer technology.

• Escalates unresolved issues appropriately per defined playbook and in accordance with service level agreements. Acts as the single point of contact for the end user until resolution.

• Collaborates with the technology team to address recurring technical issues.

• Provides on-site support for District approved hardware and applications utilizing Windows, MacOS, iOS, and ChromeOS.

• Responds to critical issues that may be assigned through the work order system or by supervisor.

• Identifies reoccurring or critical issues and properly documents for escalation if needed.

• Troubleshoots, maintains, and repairs testing and assessment hardware.

• Plans and performs tests and evaluations of systems equipment and components.

• Supports the distribution of large numbers of computers, printers and other technology related hardware.

• Performs audits of computer labs and classrooms in support of technology asset management annual procedures.

• Works in a team environment to create and document resolutions for hardware and software issues, which may include a fix for a virus threat or a persistent hardware or software issue.

• Troubleshoots and properly documents connectivity issues that may need to be escalated or reassigned to other teams.

• Performs analysis, diagnosis, and resolution of hardware and software problems for various end users.

• Communicates with internal clients, responding via phone, email, and Teams, and provides product support.

• Documents issues in the ticketing system and contributes to the knowledge base with Training team.

Safety

• Performs preventive maintenance on tools and equipment and ensures equipment is in safe operating condition.

• Follows established safety procedures and techniques to perform job duties including lifting and climbing; operates tools and equipment according to established safety procedures.

• Corrects unsafe conditions in work area and promptly reports any conditions that are not immediately correctable to supervisor.

Supervisory Responsibilities

• None.

Personal Work Relationships

• All Fort Worth ISD employees must maintain a commitment to the District's mission, vision, and strategic goals.

• Exhibits high professionalism, standards of conduct and work ethic.

• Demonstrates high quality customer service; builds rapport/relationship with the consumer.

• Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and acts as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

Other Duties as Assigned

• Performs all job-related duties as assigned and in accordance with Board rules, policies and regulations. All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required.

Knowledge, Skills & Abilities

• Knowledge of various hardware, software, and networking technologies to guide the resolution of technical issues.

• Knowledge of basic computer hardware including printers, mobile devices, peripherals and displays.

• Knowledge of Windows. Mac, iPad, Chromebook operating systems, Antivirus and Internet browsers.

• Skill in communication of technical jargon to common language for all stakeholders.

• Skill in interpersonal relations using tact, patience, and courtesy with technical and non-technical employees, as well as management staff.

• Skill in troubleshooting basic wired/wireless connectivity issues.

• Skill in active listening; giving full attention to what other people are saying, taking time to understand the points communicated, asking questions as appropriate, and not interrupting at inappropriate times.

• Skill installing, maintaining, and supporting desktop, mobile computers and printers in an enterprise network environment running modern operating systems.

• Ability to comprehend technical manuals, hardware manuals, procedural reference manuals and publications.

• Ability to facilitate problem-solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management.

• Ability to stay current with technology trends and be adaptable to changes in the IT landscape, ensuring FWISD remains at the forefront of support capabilities.

• Ability to prioritize customer service by maintaining a user-focused mindset and addressing concerns with empathy and professionalism.

• Ability to handle difficult and stressful situations with professional composure.

• Ability to troubleshoot and resolve complex technical issues efficiently.

• Ability to work independently, with individuals, or with a team, to solve problems.

• Ability to effectively communicate technical information to non-technical users and collaborate with other departments to streamline support efforts.

• Ability to maintain documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem-solving.

• Ability to stay current with technology trends and be adaptable to changes in the IT landscape, ensuring the helpdesk remains at the forefront of support capabilities.

• Ability to use software to access databases, email, create spreadsheets, and do word processing.

• Ability to organize and coordinate work.

• Ability to communicate effectively, in both oral and written forms.

• Ability to engage in self-evaluation with regard to performance and professional growth.

• Ability to establish and maintain cooperative working relationships with others contacted in the course of work.

Travel Requirements

• Travels to school district buildings and professional meetings as required.

Physical & Mental Demands, Work Hazards

• Tools/Equipment Used: Standard office equipment, including computer and peripherals; may regularly use speakerphone or headset.

• Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.

• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.

• Lifting: Occasional light lifting and carrying (less than 15 pounds).

• Exerting: Occasional exerting 20-50 pounds of force to move objects.

• Environment: Works in an office setting 95% inside and 5% outside; exposure to weather elements while traveling; continually required to listen, speak, while operating a keyboard; may require occasional irregular and/or prolonged hours.

• Attendance: Regular and punctual attendance at the worksite is required for this position; may be required to work the 9:00AM - 6:00PM shift.

• Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

Minimum Required Qualifications

• Education: (See approved combinations of Education & Experience below)

• Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required;

• Associate's degree from accredited college or university in a related field preferred.

• Certification/License: A+ Certification or comparable certification or equivalent work experience preferred.

• Experience: 3-5 years' experience in customer support or IT roles required.

Approved combinations:

Education Experience

HS/GED/TxCHSE 5 years

Associate's degree 3 years

• Language: Bilingual fluency (English/Spanish oral and written) preferred.

This document is intended to describe the general nature and level of work being performed by people 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.