Anticipated Position - It Support Technician

This position will work full time, in person, out of our office in Morton, PA. We cannot accommodate virtual employees.
Purpose Of Position
The job of IT Support Technician was established for the purpose/s of providing device, software, and technical support services for IU and local public and non-public schools primarily through the operation of the Service Desk and assisting with onsite support activities.
Essential Functions

• Act as a point of contact for phone calls and emails from DCIU staff and contractors regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• Tier 1 support - troubleshooting of IT related problems from in-house software to hardware
• Participates in meetings, workshops and/or trainings for the purpose of conveying and/or gathering information required to perform job functions.
• Assists with distance learning software and activities for DCIU programs and Delaware County Schools (e.g. scheduling; coordinating facilities; providing technical support) for the purpose of ensuring efficient operations.
• Maintain, support and provide customer assistance to utilize hardware/software in the DCIU Education Center (e.g. conference center, meeting rooms, computer labs, wireless mobile laptop care, smart board) for the purpose of ensuring efficient operations.
• Assist with network cable installations and terminations (e.g. data , fiber & voice connections) for the purpose of ensuring the efficient and effective functioning of network.
• Collaborate with level 2 personnel on all escalated cases.
• Travel to DCIU and district facilities to resolve issues.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Basic Active Directory knowledge, Intermediate level preferred. Creating user accounts, reset passwords, create groups etc.
• Basic device repair knowledge to assist with site service activities.
• Responsible for maintaining accurate hardware inventory database.
• Collaborate with Human Resources Department on Employee Onboarding/Offboarding process.
• Image and Deploy computer hardware for new and existing users.
• Manages Chromebook deployment and management requiring advanced knowledge of the Google Admin Console.
• The employee will be required to perform any other position-related duties requested by the supervisor.

Other Functions

• Performs other duties as assigned (e.g. yearly calibration and repairs on Audiometer equipment) for the purpose of ensuring the efficient and effective functioning of the work unit.
• Prepares written materials (e.g. procedures, reports, and memos) for the purpose of documenting activities, providing written reference and/or conveying information.

KNOWLEDGE & SKILL REQUIREMENTS:
SKILLS are required to perform multiple, technical tasks with a need to routinely upgrade skills in order to meet changing job conditions. Specific skill-based competencies required to satisfactorily perform the functions of the job include: utilizing pertinent network, application, operating system monitoring and troubleshooting software; adhering to safety practices; planning and managing projects; and preparing and maintaining accurate records.
KNOWLEDGE is required to perform algebra and/or geometry; read a variety of manuals, write documents following prescribed formats, and/or present information to others; and understand complex, multi-step written and oral instructions. Specific knowledge-based competencies required to satisfactorily perform the functions of the job include: current, legacy and emerging operating systems; educational technology; Inter/Intranet applications; and concepts of grammar and punctuation.
ABILITY is required to schedule activities and/or meetings; gather, collate, and/or classify data; and consider a variety of factors when using equipment. Flexibility is required to work with others in a wide variety of circumstances; work with data utilizing defined but different processes; and utilize equipment under a variety of conditions for multiple purposes. Ability is also required to work with a diversity of individuals and/or groups; work with data of varied types and/or purposes; and utilize a wide variety of types of job-related equipment. Some problem solving may be required to identify issues and select action plans. Problem solving with data frequently requires independent interpretation of guidelines; and problem solving with equipment is moderate to significant. Specific ability-based competencies required to satisfactorily perform the functions of the job include: setting priorities; establishing effective relationships; being attentive to detail; communicating with diverse groups; conveying technical information to non-technical audiences; and working nonstandard hours.
Responsibility
Responsibilities include: working under direct supervision using standardized procedures; providing information and/or advising others; and operating within a defined budget. Utilization of some resources from other work units is often required to perform the job's functions. There is a continual opportunity to impact the organization's services.
Education Required

• Associates and/or Vocational School degree with study in job related area or equivalent work experience.

Certifications Preferred

• Comptia A+ certification is preferred
• Comptia Network+ certification is preferred.

Experience Required:

• Excellent verbal communication and problem-solving skills.
• Minimum of two (3) years of IT Support or related experience.
• Computer skills including Microsoft Word, Outlook, and Internet.
• Interpersonal skills: ability to foster teamwork and motivate/coach others.
• Make optimum decisions under pressure and time constraints

Other Qualifications:

• Teamworking skills to collaborate with team members and customers.
• Time management and organizational skills to manage various tasks and meet a deadline.
• Excellent attention to detail.
• Ability to relate to and function effectively with people of varying backgrounds and positions.
• Ability to communicate effectively and possess a positive and professional attitude toward duties and responsibilities.

SUPERVISION OF PERSONNEL:
None
PHYSICAL/MENTAL/ENVIRONMENT:
Physical Demands:
Activities: Sit 50%; walk stand 50%
Lifting: Some lifting up to 50 lbs.
Vision: Normal
Mental Demands: Interpret, analyze, organize, prioritize, evaluate, and problem solve.
Environment: Various