Job Description
Job DescriptionJob Purpose:
IT Systems Engineer Support will perform basic IT support functions including triage, initial response, and remediation of desktop hardware issues including desktop operating system and peripherals such as printers. Depending on the market served, this individual may provide support for multiple schools including phone support and remote access for locations outside the immediate geographic area. In markets with multiple locations this person must provide dependable transportation to travel from one location to another at a moment’s notice. The individual will interface with the National Support Center IT Helpdesk and may also serve as an IT focal point for support of ALS employees on travel.
Primary Responsibilities:
- Supports the technology in the learning environment that is aligned with academic goals and educational objectives.
- Resolve common issues with workstations, printers, and other associated devices including repair of desktop computers, printers, etc.
- Works directly with contracted hardware maintenance firms to guide them to trouble spots, identify the problems, and to repair items under warranty.
- Frequently tours all classrooms and learning communities to insure that all workstations and peripherals are operational
- Log or respond to IT trouble tickets originated by staff, contracted monitoring vendors, and Support Center Helpdesk.
- Log and manage technology inventory and asset control.
- Provide updates to IT trouble tickets including documenting solution and providing explanation to end users.
- Provides positive support for all staff and students within the classroom in conjunction with overseeing and monitoring use of resources and equipment.
- Helps to support the technology in an effective classroom environment that encourages a positive, orderly and purposeful student learning atmosphere utilizing technology as a learning tool.
- Facilitates on-going refresh of software image and technology readiness in concert with IT Helpdesk and management.
- Utilizes remote support tools and processes to provide support to devices regardless of location.
- Provides support within the classroom by demonstrating adeptness, in working with PC hardware and performing problem solving techniques.
- Responds promptly to school staff members regarding technology support issues.
- Serves as a repair liaison by greeting and escorting on-site repair personnel, verifying repair activity, and closing out service requests. This may include PCs, printers, network switches, routers, servers, and other aspects of technology that require on-site repairs by vendors.
- Prepares equipment for shipping, receives new equipment, and assists with return of defective components.
- Performs all other support duties as deemed necessary, which are aligned in accordance with ALS policy and procedures that ensures technology support for educational and behavioral goals are achieved.
- Off hour support for critical outages
- Other duties as assigned
Job Requirements and Prerequisites:
- Associate degree in Technology or related technology field or equivalent experience required.
- Prior experience with PC hardware and software, printers, Microsoft Windows Desktop Operating Systems, Microsoft Office suite, and/or other products.
- A+ certification or equivalent is required.
- Excellent written and oral communication skills and the ability to express themselves verbally in a clear and concise manner.
- Excellent organization and time management skills. The ability to manage task and issues at multiple locations including inventory and asset management.
- The ability to lift and carry equipment weighing up to 50 pounds.
- The ability to travel as needed is required.
- Good problem solving, customer service and telephone skills.
- Good interpersonal skills as well as the ability and willingness to follow instructions given by offsite Help Desk personnel are required.
- Previous experience and/or the ability to work with at-risk students are a plus
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