BASIC FUNCTION & RESPONSIBILITY:  Responsible for ensuring the Systems Support Technicians are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

CHARACTERISTIC DUTIES & RESPONSIBILITIES:  The essential functions, pursuant to the Americans with Disabilities Act, may include the characteristic duties, responsibilities, knowledge, skills, and abilities noted herein; however, this is not a comprehensive listing of all functions and tasks performed by positions found in this job description.

Support of Administrative, Fiscal and/or Facilities Functions:

• Install, configure, support, maintain, and monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems; Solves problems and makes decisions on a daily basis relative to HelpDesk responsibilities; Establish best practices through the entire technical support process
• Responsible for assuring users are provided efficient and timely first and second level support
• Interfaces with end-users, employing a high degree of tact and diplomacy to promote a positive image of the department; Set specific customer service standards; Follow up with customers to identify areas of improvement; Provide customer feedback to the appropriate internal teams
• Contribute to improving customer support by actively responding to queries and handling complaints; Resolves problem situations in a professional manner; Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
• Develop daily, weekly and monthly reports on help desk team’s productivity; Ensures that statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Develop, update, manage and maintain the SCCM task sequences; Review, assess and analyze the log files within the SCCM system; Monitor and maintain client software life cycle management; Recommend software life cycle upgrades, as necessary
• Develop software package pushes for district-wide distribution; Ensure packages are fully tested to minimize negative impact in the field; Ensure that current and up to date images are available for deployment to the district field technicians for field dispatched installations; Develop and maintain software matrix tracking for all software and services deployed in the district, along with current requirements related to PC images
• Test, configure, document and update the client images; Create workstation image files (WIM) for standard Windows and/ or other operating systems; Ensure applications are stable and function well with all web and server based applications; Maintain documentation to keep current in helping to identify application compatibility impacts; Review hardware additions or changes that may impact client images
• Troubleshoot SCCM issues; Maintain SCCM system and client security updates ensure the SCCM system and client functions properly; Collaborate with Infrastructure team to ensure the SCCM imaging and remote management system is functional
• Install, configure, support and maintain mobile device management server and services
• Install, configure, support and maintain district signage management server and services
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions; Coordinates training requirements of Help Desk personnel; Provides leadership by projecting a positive attitude, and providing learning incentives
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment 

Organization Improvement:

• Work collaboratively to improve programs

Professional Growth and Development:

• Participate in professional development that increases effectiveness and improves District performance

School/Community Relations:

• Interact positively with employees and the community to provide needed information and to promote the District in a favorable manner

Organization Morale:

• Participate in team building activities and the decision-making process as appropriate
• Communicate and collaborate with campus/department staff to enhance service delivery and customer satisfaction

Other Responsibilities:

• Comply with policies established by federal and state law, including but not limited to State Board of Education and local Board policy
• Perform other duties as assigned

SUPERVISION EXERCISED:  Supervise, evaluate, and issue work assignments to members of the Operations Support Team

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of district wide applications, including Skyward, Gmail, Eduphoria, etc.
• Knowledge of computer hardware and software applications (various systems i.e. PC, Apple, Linux, etc.)
• Knowledge of mobile devices (various systems i.e. Apple, Android, Windows, etc.)
• Knowledge and experience in monitoring project progress and in quality assurances of deliverables and documentation
• Knowledge and experience with using a helpdesk ticket tracking system
• Knowledge and experience with desktop and server operating systems (MacOS, Windows, Linux)
• Knowledgeable of organizational change management practices and methodologies
• Knowledgeable of emerging technologies and how enterprises employ technology to achieve business goals
• Demonstrated experience leading diverse project teams to successful project outcomes
• Experience in a large educational environment is preferred
• Excellent analytical abilities, project coordination, and time management skills, with the ability to work on multiple projects simultaneously
• Excellent verbal and written communication skills
• Ability to work independently on projects with minimal supervision and direction

ENTRY QUALIFICATIONS: Bachelor's degree in Computer Science, Engineering, Business, Communications, or the equivalent combination of education, technical training, or work experience;  3-5 years of related experience; A+, CCNA, Network+, Microsoft Certification (MCSE) or equivalent certifications in relevant programs preferred

PHYSICAL & MENTAL DEMANDS:

• Maintain emotional control under stress
• Work with frequent interruptions
• Use computer for prolonged periods resulting in repetitive hand motions
• Sit for extended periods of time
• Lift up to 50 lbs. occasionally

ENVIRONMENTAL FACTORS:

• Work is normally performed in a typical interior office work environment with little or no exposure to physical risk