It Support Analyst Ii

Position Type:
Classified (Technology)/IT Support Analyst II
Date Posted:
2/28/2024
Location:
Technology Office
Application Deadline: In-District Bargaining Unit Members March 5, 2024. If the position is not filled with a bargaining unit member, outside applicants will be considered thereafter until filled.
Projected Start Date: Approximately March 30, 2024. Exact date to be determined by the district.
8 hours/day, 260 days/year
Salary Range 16 $24.84 to $34.04/hour
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the desired qualifications as described in a job description. We are most interested in finding the best candidate for the job. We would encourage you to apply, even if you don't believe you meet every one of our desired qualifications described. If you are unsure whether you meet the desired qualifications of this position, or how this would be determined, please feel free to contact Human Resources to discuss your application. Preference will be given to those applicants with work or lived experience with culturally, linguistically and racially diverse communities.
Job Summary
The IT Support Analyst 2 position provides front-line and tier 2 technical support to end users on various technical issues and problems relating to hardware, software and peripherals at designated district locations for the purpose of improving student achievement and staff productivity. They are also responsible for responding to, documenting and resolving service tickets in a timely manner. The IT Support Analyst 2 position reports to the Director of Technology Services.
Essential Job Functions

• Provide exceptional customer service in person, via phone and email as appropriate
• Resolve support requests including troubleshooting hardware and software issues.
• Works to support end-user Help Desk requests for technical support using district technology support tools.
• Following technology equipment standards set by the Technology Department, generate recommendations for new hardware and software acquisitions.
• Support the integration of technology into schools and district offices.
• Deployment, installation and maintenance/upgrades of district owned or managed staff and student technology, including computers, printers, peripheral devices and software in accordance with the needs of the school and the support standards set by the Technology Department.
• Using standards and procedures set by the Technology Department, help support network connectivity for end users, including troubleshooting problematic physical connections and work to follow Technology Department standards and procedures to ensure a secure network environment.
• As directed, provide training in the operation and use of systems, computers, and peripheral equipment to school personnel and students.
• Maintain inventories of technology hardware and software in accordance with district and Technology Department policies and practices.
• Read, assimilate and translate technical documentation in a clear, meaningful way for non-technical staff and students.
• Coordinate the procurement of technology equipment, replacement parts, and supplies as needed in accordance with district technology purchasing guidelines set by the Technology Department.
• Maintain the confidential, proprietary nature of all information maintained on data systems and related to this position.
• Support all district technology goals, policies and procedures as set by the Technology Department.
• Work with other Technology Department staff as needed to ensure the effective operation of systems and equipment.
• Prompt and regular attendance.
• Other duties as assigned by supervisor.

Other Job Functions

• Provide technology assistance to school or district staff for the purpose of supporting them in the completion of their work activities.
• Provide pickup and delivery services of computer equipment and software when necessary.

Essential Job Requirements - Qualifications
Experience Required
Recent job related experience in computer installation, maintenance & repair, network connectivity support, and computer applications support.
Two to five years of recent hands-on experience working in an end-user desktop support role or computer operations support environment as part of a medium or large technology team.
Skills, Knowledge and/or Abilities Required
Skills to use computer technology, including use of software applications and computer applications. Specialized knowledge in computer repair, printers and related devices, certification in computer repair preferred. Knowledge of computer installation and maintenance, ability to orient others in equipment operations, establish and maintain effective working relationships. Significant physical abilities include lifting/carrying/pushing/pulling (up to 70 lbs), stooping/kneeling/crouching, reaching/handling/fingering, talking/hearing conversations and other sounds, near/far visual acuity.
Education Required
Associates degree in technology or equivalent and periodic training to assure currency of technical skills.
Licenses, Certifications, Bonding, and/or Testing Required
Valid Driver's License and evidence of insurability, Criminal Justice Fingerprint Clearance and other district certifications as may be deemed necessary by the Technology Department.