It Support Services Manager, Indianola, Ia

https://docs.google.com/document/d/1Q0mBa7N3dd5xIny2miP1ecshzPTIjq5Ixs1Xo7sddHo/edit?usp=sharing
To apply, please visit the Indianola CSD Candidate Portal:
https://indianola.tedk12.com/hire/index.aspx
INDIANOLA COMMUNITY SCHOOL DISTRICT
Position Description
Position Title: IT Support Services Manager
Department: IT
Reports to: Director of Technology
POSITION FUNCTIONS:
1. Provides district staff and students with the second-level of technical assistance and support related to computer systems, hardware, or software.
2. Exercises sound professional judgment in analysis of problems in order to respond to queries, run diagnostic programs, isolate issues, and determine & implement solutions.
3. Documents problems and conversations to create a log that can be referenced by other
technicians and for training purposes.
4. Uses discretion to effect timely solutions of problems in order to ensure customer satisfaction and minimize downtime.
5. Works independently with little or no supervision.
6. Performs under pressure to meet deadlines.
7. Finds answers quickly to complex technology issues
8. Provides technical leadership and training for assigned staff.
9. Reviews, analyzes, and evaluates information technology systems operations.
10. Train, direct, monitor, oversee, and evaluate assigned staff in the technology department.
QUALIFICATIONS:
1. Associates Degree, 2+ years of college, or higher (Bachelor's degree preferred)
2. 2+ years of experience as an I.T. Support Services Specialist or equivalent
3. Strong working knowledge of using formulas to manipulate data (e.g. using Microsoft Excel)
4. Must be able to learn new technologies quickly and adapt easily to an ever-changing
environment
5. Technical certification in an area directly beneficial to Indianola Community School District, such as, but not limited to, Network+, Security+, Apple Certified Mac Technician (ACMT),
Microsoft Certified Professional (MCP), FileWave Certified Administrator, Kaseya Certified
Administrator, or similar.
PERFORMANCE RESPONSIBILITIES:
1. End-user support - second point of contact for basic I.T. services.
2. Document all service requests accurately to ensure reasonable, timely resolutions to end-usersand maintain data on services provided; works with the helpdesk ticketing application and other support systems as assigned.
3. Provide one-on-one training and assistance in basic use of computer hardware and software and other related equipment in support of professional learning.
4. Communicate, collaborate, and cooperate with colleagues, supervisors, & students.
5. Gather supporting information for filing e-rate and fill out e-Rate forms accurately prior to
federal deadlines (a district administrator will sign the forms after verification).
6. Assign, manage, and monitor service tickets.
7. Manage devices using a systems management solution (e.g. FileWave, Kaseya, etc.).
8. Performs desktop management functions, including security, patching, maintenance, scripting, package deployment and system management on computers and associated peripherals.
9. Creates strategies for desktop deployments and software upgrades to include repackaging, distribution, and rollback.
10. Coordinates and maintains OS images and software library including standard configurations, drivers, and application software.
11. Maintain and manage software licenses.
12. Provides I.T. management with thorough status reports on desktop security, virus protection, patching, repeat hardware failures, warranty status, and rotation cycles.
13. Assist the Director of Technology in determining the most efficient use of existing and future hardware for the district.
14. Assist with maintaining the network functionality and integrity.
15. Follow department Standard Operating Procedures (SOP).
16. Complete projects in a timely manner.
17. Communicate and document information in a variety of ways (e.g. website, knowledge base, FAQs, wiki, Twitter, video tutorials, etc.).
18. Product research, testing, and evaluation to ensure software is compatible with District
standards.
19. Install, modify, and repair computer hardware and software.
20. Perform administrative tasks (labels, reports, etc).
21. Cooperate with others in the implementation of the district's technology goals.
22. Observe and report violations of district policies to the Director of Technology.
23. Receipt management / asset tagging & inventorying hardware and software.
24. Shipping devices to vendors for repair.
25. Warehouse management (e.g. bench stock, inventory, stockage quantities & locations, etc.).
26. Manage sales and/or recycling of used technology equipment.
27. Perform administrative tasks (running reports, labeling, requisitioning supplies, processing purchase orders, etc).
28. Keep abreast of current trends and emerging technologies.
29. Work with curriculum committees to develop or procure computer programs to meet instruction objectives.
30. Perform other duties as assigned.
EVALUATION:
Performance of this job will be evaluated annually in accordance with provisions of Board Policy on Evaluation of Classified Personnel.
PHYSICAL REQUIREMENTS:
1. Ability to sit and operate a computer for hours at a time.
2. A certification of good health signed by a licensed physician is required.
3. Must be able to occasionally lift up to 50 lbs. repetitively.
WORKING CONDITIONS:
1. Standard office building environment
2. Standard warehouse environment
3. Must be able to work with interruptions during a work shift
4. Tobacco and substance-free environment
The statements contained herein describe the scope of the responsibilities and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time unless restricted by a negotiated
contract.