Placement on the salary schedule (IT Tech 1 or 2) is contingent on the evaluation of the applicant's years of experience, education, and industry certification by the Technology Director.
Job Title: IT Technician I
Contract Days: 240
This position is directly supervised and evaluated by the Technology Director
Summary
Under direct supervision, installs, maintains, tests, and repairs computer hardware and software. Utilizes basic technical knowledge to support RSD technology initiatives and provides Tier 1 IT support to the RSD community. Resolves routine technical problems.
Qualifications of Employment
- Two years experience in a applicable IT environment is highly desirable
- Basic IT certification by an industry recognized certification authority is desirable
- Knowledge of basic hardware and software applications
- Operating system knowledge (Windows, MacOS, ChromeOS)
- Excellent customer service skills
- Troubleshooting and multi-tasking skills
Essential Duties and Responsibilities
- Provides Tier 1 contact and problem resolution to customer issues
- Properly escalates unresolved issues to the next level of support
- Tracks, routes and redirects problems to correct resources
- Follows up with customer, providing feedback and ensuring problem resolution
- Utilizes excellent customer service skills
- Ensures proper recording, documentation and closure
- Recommends procedure modifications or improvements
- Other duties as assigned
Job Title: IT Technician II
Contract Days: 240
This position is directly supervised and evaluated by the Technology Director
Summary
Under direct supervision, installs, maintains, tests, and repairs computer hardware and software. Utilizes advanced technical knowledge to support RSD technology initiatives and provides Tier 2 IT support to the RSD community. Resolves routine and advanced technical problems.
Qualifications of Employment
- Associate degree in an IT-related field of study or four years experience in a applicable IT environment
- Basic IT certification by an industry recognized certification authority is required
- Advanced knowledge of hardware and software applications
- Systems knowledge of Active Directory/Google Admin/DHCP/DNS/SCCM/JAMF/is desirable
- Advanced operating system knowledge (Windows, MacOS, ChromeOS)
- Excellent customer service skills
- Advanced troubleshooting and multi-tasking skills
Essential Duties and Responsibilities
- Provides Tier 2 contact and problem resolution to customer issues
- Properly escalates unresolved issues to the next level of support
- Tracks, routes and redirects problems to correct resources
- Follows up with customer, providing feedback and ensuring problem resolution
- Utilizes excellent customer service skills
- Ensures proper recording, documentation and closure
- Recommends procedure modifications or improvements
- Other duties as assigned
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