Tech Support I
Job Summary
The Tech Support I position troubleshoots and corrects operating system and user application problems that occur on Anchorage School District computers and assists with helpdesk related calls and issues.
The annual salary for this position is $52,739 - $68,956, depending on education and experience. The work year is 230 days.
Job Requirements
The following are required:
- A high school diploma or equivalent.
- One year of experience in the information technology environment, with emphasis in computer operating systems and support. Completed IT training or a professional certification will be considered in lieu of experience.
- In depth knowledge and experience with Macintosh and Windows operating systems, applications, and hardware.
- Must have exceptional listening and logical reasoning skills to analyze problems and determine effective solutions.
- Demonstrated proficiency in the ability to troubleshoot and correct problems relating to operating systems and applications for both Windows and Macintosh platforms is required.
- Must have exceptional interpersonal skills and the ability to calm and work with irritated and discouraged users.
- Must be prepared to work outside normal working hours as required.
- Must have transportation with a current Alaska driver's license and be prepared to use it on company business.
The following are preferred:
- Experience with Unix, OSX, and Windows operating systems.
- A+ or Microsoft MCSE certification.
- Ability to establish and maintain productive working relationships with others.
- Ability to effectively provide technical assistance to users for systems and applications via the telephone and electronic means.
Essential Job Functions
- Troubleshoots desktop operating systems, user applications, and supported peripherals and performs primarily as a help desk technician.
- Supports and follows developed training manuals and aids for applications.
- Escalates tickets to appropriate groups for resolution.
- Assists in the training of computer and application usage for peers as required.
- Works with systems, programming, and networking staff on client-server based applications.
- Assists the application, network, and support staff to monitor applications connectivity over the ASD network as required.
- Supports and assists in documenting troubleshooting and service request procedures.
- Monitors the phones and generates help desk tickets.
- Supports and assists in the tracking of tickets until completion and helps maintain ticket date.
- Supports and assists with the performance of quality assurance checks on resolved tickets to ensure customer satisfaction.
- Supports and assists in the development and maintenance of a definitive media library of current software and license data for Information Technology.
- Supports the implementation of the Operations Level Agreement (OLA) and the Service Level Agreement (SLA) policies and procedures.
- Supports the implementations of the methods to improve key performance indicators, critical success factors, and continual service improvement.
- Supports and assists in evaluating courses of action and proposed solutions to problems in a test environment.
- Supports and assists in the advising of staff on policy, procedure, and priorities.
The Anchorage School District is an equal employment opportunity employer.