4265 Technical Support Officer

NOTICE OF VACANCY

Jackson Madison County School System

TITLE: Technical Support Officer REPORTS TO: IT Operations Manager

SUPERVISES: N/A

TERM: 12 Months (260-day Calendar,) Non-Exempt JOB GOAL: To provide first line of technical support and guidance to end users, assist users in resolving hardware and software issues by fielding email and telephone calls, diagnosing problems, and performing troubleshooting activities, document, track, and monitor the problem to facilitate a timely resolution, and install, test, monitor, upgrade, troubleshoot and repair computer systems, networks, and peripherals.

QUALIFICATIONS AND TRAINING:

• Associate's degree in technical or business related field or 1 year of experience in computer networking or technical field
• Proficiency in: Computer hardware and software installation, TCP/IP networking, wireless networking, user account management, and troubleshooting
• Familiarity with Windows and Mac OS. Experience with the Microsoft Office productivity suite
• Preferred Certifications: A+ Certification, Network+ Certification, Cisco Certified Entry Network Technician, Microsoft Certified Professional Certification
• FBI/TBI Fingerprint/Background Clearance every five (5) years
• Alternatives to the above qualifications as the Superintendent might find appropriate and acceptable

EVALULATION: Performance of this job will be evaluated in accordance with provisions of the Board's policy on evaluation of personnel.

PERFORMANCE RESPONSIBILITIES:

• Logs all incidents and service requests in the service desk ticketing system. Where necessary, perform ticket logging on behalf of District staff
• Manages service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency
• Ensures system and data security is maintained at a high standard, ensuring the integrity of the JMCSS network is not compromised
• Expedites the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner
• Monitors performance of JMCSS systems, ensuring issues are appropriately escalated and resolved
• Demonstrates commitment to and promotion of a culture of service excellence and continual improvement within the IT department
• Provides first line of support for all technology infrastructure and end user requests
• Resolves end user issues via remote software, email, telephone, or on-premise visits
• Troubleshoot hardware, software, and peripherals
• Conducts system deployment and basic user training
• Applies security patches and updates to computer equipment on a frequent basis
• Ensures routine preventative measures are performed on existing equipment and systems
• Responds to the needs and questions of users concerning access to resources on the network and the operation of various software programs
• Remains accessible for "on call" activities
• Performs additional duties as requested

The Jackson-Madison County School System (JMCSS) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.