Tech Support II
Job Summary
The Tech Support II works closely with other Information Technology staff to provide technical support for Anchorage School District users regarding server, desktop operating system, and application issues.
The annual salary for this position is $58,151 - $76,027, depending on education and experience. The work year is 230 days.
Job Requirements
The following are required:
- An associate’s degree with major emphasis in computer science, MIS, or a related field of study is required. Equivalent education, training, and experience may be considered in lieu of the degree requirement.
- Two years of experience in an information technology environment with emphasis in microcomputer operating systems and support.
- In-depth knowledge and experience troubleshooting and working with Windows and Macintosh operating systems, applications, and hardware.
- Experience with Helpdesk software. Must have exceptional listening and logical reasoning skills to analyze problems and determine effective solutions.
- Must have own transportation and a current Alaska driver's license and be prepared to use it on company business.
- Must be prepared to work outside normal working hours as required.
The following are preferred:
- A+, Microsoft MCSE, Apple, or Cisco certification.
- Experience with server based applications and data communications networks.
- Experience with Unix, OSX, and Windows operating systems and shell scripting.
- Experience with Anchorage School District locations, applications, and procedures.
Essential Job Functions
- Acting as a lead at the IT Service Desk, provides effective, professional technical assistance to potentially irritated or discouraged users of IT systems and applications, both via telephone and electronic means.
- Learns and interprets ASD policies and procedures, learns and adapts to new systems, situations, and requirements, and coordinates multiple projects simultaneously.
- Documents all escalated tickets to appropriate groups for resolution.
- Supervises, trains, and assists staff in computer and application usage as required.
- Works with the systems, programming, and networking staff on client-server based application deployment and troubleshooting and documents results.
- Documents and troubleshoots desktop operating systems, user applications, and supported peripherals and develops training manuals and aids for applications.
- Works with the application, network, and support staff to monitor application connectivity over the district network as required.
- Documents troubleshooting and service request procedures.
- Monitors the phones and generated service desk tickets.
- Tracks and assigns tickets until completion and maintains ticket data.
- Supports and assists with the performance of quality assurance checks on resolved tickets to ensure customer satisfaction.
- Creates, develops, and maintains a definitive media library of current software and license data for the Information Technology Department.
- Implements operations level agreement policies and procedures.
- Supports the implementation of the service level agreement policies and procedures.
- Supports the implementation of the methods to improve key performance indicators, critical success factors, and continual service improvement.
- Evaluates courses of action and proposed solutions to problems in the test environment.
- Establishes and maintains productive relationships, supporting and advising staff on policy, procedures, and priorities.
The Anchorage School District is an Equal Opportunity Employer.