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Technology Services Lead Technician

This position works closely with the Director of Technology Services and the Help Desk Team to provide leadership, planning, and direction for the MCPASD Technology Department. The

Technology Services Lead Technician collaborates with Help Desk staff members and ensures proper computer operation so that end users can accomplish their required tasks. This includes

receiving, prioritizing, documenting, and actively resolving escalated end-user help requests. Problem resolution may involve in-person, hands-on help at the desktop level. This position will also

be expected to work closely with third-party vendors on technology-related projects.

Essential Job Functions:

● Focus on current cybersecurity implementation methods and practices across the District.

● Lead and collaborate with the Technology Services Department Help Desk team in response to elevated tickets and solution-finding.

● Work with third-party vendors to plan and conduct technology-related projects to support the District’s infrastructure as well as teaching and learning.

● Monitor and maintain Help Desk ticketing and inventory system.

● Participate in and plan technology refresh cycles (both infrastructure and end-user devices).

● Work closely with the Help Desk Specialist and Help Desk Technicians to plan work assignments, support for higher level ticket issues, and mentoring/support for areas of need.

● Support teaching and learning technology integration projects.

● Respond to incoming help desk requests from end users via the ticketing system, telephone, or e-mail in a courteous manner. Ensure all pertinent end user identification information has been documented, including name, location, contact information, and nature of problem or issue.

● Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet and other resources to aid in problem resolution.

● Perform hands-on troubleshooting and repair at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications as necessary.

● Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals as needed.

● Test resolutions to ensure the problem has been adequately resolved.

● Complete post-resolution follow-ups to help requests.

● Establish, update, and follow standard help desk procedures and ensure all help desk interactions within the help desk tracking system are logged.

● Identify and escalate problems when necessary to the appropriately experienced technician.

● Stay current with system information, changes, and updates.

Knowledge, Skills, and Abilities:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities at the time of

hire or for the continuation of employment.

● Strong oral and written communication skills.

● Customer service orientation and problem analysis skills.

● Adaptable, able to plan and organize workload.

● Develop accurate, concise, and grammatically correct written correspondence.