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IT Specialist

Location: Fort Worth, Texas
Job # 11291231
Date Posted: 08-21-2018
Position Purpose
IT Specialist I, Customer Service 1 to1 support will be responsible for providing onsite technical support for the Dig iN student laptops.  This includes working directly with students and instructional staff to troubleshoot issues and process laptops for warranty and accident protection repair when necessary.  Laptop deployment and collections will also be part of the job duties. Work closely with the instructional staff that supports the Dig iN program.
 
Essential Job Functions
  •  Responsible for onsite technical support for over 20,000 student devices that are used in the Dig iN program.
  • Follow the instructions to process Accident Protection and warranty repairs for devices.
  • Onsite triage and repair of basic hardware/software issues.  Reimaging of devices when necessary.
  • Diagnose and resolve network, e-mail, Internet and local-area network access problems.
  • Escalate issues (when required) to the appropriate staff/department.
  • Apply diagnostic techniques to identify problems, investigate causes, recommend and implement solutions to correct common issues.
  • Access software updates, drivers, knowledge bases and frequently asked questions resources in order to aid in problem resolution.
  • Maintain awareness of hardware and software that are used for the student devices.
  • Assist with inventory control and prepare stock laptops as “hot spares” for distribution.
  • Assist with summer reimaging of all devices after end of year collections.
  • Assist with laptop deployment processes.
  • Utilize communication and interpersonal skills in a professional manner to effectively work with students, staff and the Instructional Technology team. Be able to efficiently manage time and resources in completing assigned tasks.
  • Assist with non-Dig iN related work orders as time permits.
  • In most circumstances, personal vehicle will be used for transportation within the district.
  • Perform other job related duties as assigned.
 
Required Qualifications
  • High school diploma or GED required and 2+ years technology related experience.
  • 1 to 3 years computer technical support experience required.
  • Experience using, diagnosing or troubleshooting computer systems, Windows 8/10, and MS Office 2013/2016/365.
 
Knowledge, Skills and Abilities
Knowledge of:
  • Basic computer hardware, networking, wireless connectivity.
  • Windows Active Directory, Antivirus, and Internet Browsers.
  • Interpersonal skills using tact, patience, and courtesy.
Ability to:
  • Comprehend technical manuals, hardware manuals, procedural reference manuals and publications.
  • Work independently, problem solve, and multi-task.
  • Communicate with technical and non-technical employees, as well as management staff.
  • Communicate effectively, both orally and in writing, including principles of English and grammar and usage.
  • Work effectively in an educational setting with minimal to no impact/interruption to instruction.


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Gyna M. Bivens
President & Executive Director
North Texas LEAD

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