IT Operations Technician Level 2

Pay Grade: 780 ($22.20 per Hr Min) Days: 226

Primary Purpose:

This multi-functional, tier-2 operational position ensures complete lifecycle coverage of the district's educational and administrative technology. Personnel in this role operate with a high degree of flexibility and autonomy, serving interchangeably across physical logistics, database asset management, and deployment provisioning. This shared title creates organizational redundancy, ensuring that warehouse operations, field support, and technical staging remain fully functional regardless of staffing shifts. This position serves as the lead operational, technical, and digital anchor of the Central Technology Warehouse, coordinating physical and digital asset lifecycles for over 50,000 students, instructional staff, and administrative personnel across the district's 70+ campuses. This role acts as the primary specialist for hardware provisioning and staging, supervises deployment preparations, resolves complex logistical and technical escalations prior to dispatch, and mentors' warehouse and field support staff. Additionally, this position executes scheduled daily field support routes, manages campus technology moves/event setups, and serves as the definitive administrator and auditor of the district's IT Asset Management (ITAM) database

Qualifications:

Education/Certification:

• High School Diploma or GED required
• An Associate's or bachelor's degree in information systems, Computer Science, Data Analytics, Business Administration, or a related field is highly preferred (or equivalent combination of education and direct technical staging/database experience)
• Valid Texas Driver's License with a completely clean driving record
• Class B Commercial Driver's License (CDL) is preferred but not required (dependent on the Gross Vehicle Weight Rating of the district's largest fleet vehicles)
• Must pass a mandatory district background check and drug screening

Special Knowledge/Skills:

• High-level proficiency with enterprise IT Asset Management (ITAM) platforms (e.g., Sherpa Desktop, Incident IQ, Follett Destiny, Snipe-IT) and enterprise device management utilities (Google Admin Console, Microsoft Intune, Jamf)
• Advanced data manipulation skills using Microsoft Excel (VLOOKUPs, Pivot Tables, bulk CSV formatting) to manage large device rosters
• Strong technical understanding of IT hardware architecture, form factors, and imaging/provisioning workflows across Windows, ChromeOS, and iOS environments
• Documented experience driving and maneuvering 16ft to 24ft commercial box trucks with liftgates in tight school zones, residential environments, or crowded event venues
• Demonstrated leadership or mentorship capabilities, with the ability to clearly delegate tasks, evaluate workflows, and train junior or seasonal staff members
• Strong spatial awareness, understanding of warehouse safety protocols, load-balancing principles, and freight-securing techniques
• Exceptional written and verbal communication skills; ability to interact professionally with campus administrators, technicians, and parents regarding asset compliance and fee structures

Experience:

• Technical Experience: Minimum 2–3 years of professional experience in enterprise IT support, technical hardware provisioning, OS imaging, or hardware configuration
• Logistics Experience: Minimum 2–3 years of professional experience in fleet logistics, commercial delivery, or warehouse fulfillment operations, including a documented history of safely driving commercial box trucks (16ft to 24ft) or large transport vehicles
• Database/Inventory Experience: Minimum 1–2 years of experience directly utilizing an Enterprise IT Asset Management (ITAM) platform, Warehouse Management System (WMS), or highly structured inventory database
• Preferred Leadership Experience: Prior experience acting as a team leader, shift supervisor, or mentor to junior, temporary, or seasonal staff in a fast-paced environment
• Preferred Industry Context: Experience working within a K-12 education ecosystem, collegiate environment, or large public sector institution managing technology rollouts is highly desirable

Major Responsibilities and Duties:

Hardware Provisioning, Staging, & Deployment Supervision

• Manages device provisioning workflows, ensuring hardware configurations (e.g., Chromebook enrollment, iPad MDM staging, Windows imaging) match defined technical specifications before dispatch.
• Acts as the primary tier-2 quality control and escalation checkpoint; identifies, troubleshoots, and resolves complex technical and logistical roadblocks (e.g., corrupted base images, missing software licenses, structural staging delays) before equipment leaves the warehouse floor.
• Mentors, guides, and assign daily tasks to Level 1 Technicians, Material Handlers, and seasonal/temporary warehouse staff to maintain strict production lines and fulfillment timelines

IT Asset Management (ITAM) & Database Integrity

• Serves as a primary gatekeeper for the district's inventory platform, managing the digital lifecycle of hardware from initial purchase order receipt to final e-waste disposition.
• Executes massive data imports and bulk-location transfers within the ITAM system, ensuring that digital records perfectly mirror physical inventory movements across staging lanes, delivery fleets, and campuses.
• Conduct forensic data audits to investigate and resolve complex database anomalies, such as duplicate serial numbers, ghost inventory records, or mismatches between MDM check-ins and the ITAM database.

Auditing & Compliance

• Designs and executes continuous physical cycle counts of warehouse stock to maintain a 99.9% accurate inventory balance.
• Collaborates with district security and law enforcement to provide technical identifiers (MAC addresses, tracking logs, serial numbers) for devices officially reported as stolen.

Route Leadership, Project Moves, & Event Logistics

• Drives district commercial box trucks (16ft to 24ft) and cargo vans to execute daily support routes, delivering functioning "hot swap" technology and retrieving broken equipment to minimize instructional downtime.
• Plans, coordinates, and executes full-scale physical technology relocations, including computer lab teardowns, administrative facility shakeups, and school decommissioning projects.
• Manages the complete logistics lifecycle for major district events (e.g., board meetings, convocations, graduation ceremonies, testing windows), ensuring AV and computing solutions are safely transported, staged, verified, and recovered.
• Safely operates heavy material-handling equipment (motorized liftgates, pallet jacks) and applies proper cargo-securing techniques (ratchet straps, load bars) to protect high-value electronic assets in transit.

Summer Operations & End-of-Year (EOY) Surge Leadership

• Leads the high-volume physical collection and digital recovery of 40,000+ student devices during the compressed End-of-Year window in May.
• Bulk-updates tens of thousands of records from "Assigned" to "In-Repair/Warehouse" status, triggering immediate remote lockdown protocols for devices that failed to return during the physical collection window.
• Orchestrates the summer repair and re-provisioning pipeline, ensuring all returning equipment is audited, cleaned, re-imaged, staged, and systematically redistributed before the start of the new school year.

Equipment Used:

• Uses computer, printer, copier, calculator, scanner and fax

Working Conditions:

Environment:

• Highly dynamic, hybrid environment. Shifts between a climate-controlled office desk (data analysis and database management), active production staging areas on a busy industrial warehouse floor, and outdoor environments (loading docks, vehicle operations) exposed to various weather conditions.

Physical Demands:

• This is a highly physical technical role. Requires frequent climbing in and out of truck cabs and cargo beds.
• Must possess the physical strength and structural leverage to safely push, pull, and maneuver fully loaded rolling deployment carts up ramps and onto liftgates.
• Requires the ability to lift individual boxes, equipment bins, and server components weighing up to 50 lbs.
• Requires extended periods of standing/walking on warehouse concrete during staging projects, alongside periods of stationary desk time for intensive data entry and configuration tasks.

Pacing & Focus:

• Must be capable of transitioning rapidly between analytical, detail-oriented database tasks and fast-paced, physically demanding logistics and staging deadlines.
• Must maintain error-free attention to detail regarding asset serialization and configuration baselines, even during high-volume summer collection and deployment surges

SM111026/00051449/00051301