Technical Assistant Desktop Support

The WISD's Mission is to educate, serve, and advocate with students, families, schools, and the community. We disrupt racial inequities, build just educational systems, and expand access for all learners. We value human potential while striving to support current and future generations of Washtenaw County to enrich as many lives as we possibly can. 

The WISD’s Vision is to be a leader in empowering, facilitating, and delivering high-quality, boundary-spanning, educational system that educates all children through an equitable, inclusive, and holistic approach. 

SUMMARY: 

Provides end user support for agency computers and networking with demonstrated ability to troubleshoot and resolve issues across various platforms including Windows, Mac OS, iOS applications, and networking issues serving, both Instructional and Administrative Technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Demonstrates a strong commitment to equity, social justice, and inclusion in all practices and position responsibilities.
• Demonstrates the ability to examine how his/her/their position (directly or indirectly) impacts educational inequities in student achievement outcomes. 
• Engages in reflection and ongoing learning and development on critical concepts and terms identified in the Washtenaw ISD Educational Equity Policy including concepts such as cultural proficiency, racial equity, and systemic and structural inequities.
• Assists with creating and deploying complex computer images for both Windows and Mac OS systems.
• Manages and configures Mobile Device Management (MDM) for iOS, including device registration, configuration, and deployment.
• Coordinates help desk/end user support activities for the department and other desktop technicians.
• Provides application administration and management support for platform management and printing. 
• Provides administration and configuration for managing various platforms such as Active Directory, Group Policy management, and other MDM solutions.
• Manages, administers, and configures network print services including Windows Print Servers and Mac OS X printer deployment.
• Manages, administers, and configures Windows Licensing Services.
• Manages network client distribution, management agents and related components. 
• Demonstrates ability to upgrade computer hardware.
• Demonstrates ability to test, assess and recommend software.
• Provides information resources on instructional technology for teachers and other interested school personnel.
• Manages wireless computer equipment including set-up, monitoring and printing.
• Moves and relocates equipment both in-house and at out center locations.
• Manages Asset Inventory of computer equipment.
• Manages, installs, and configures Office 365 and its components.
• Automates and manages critical operating systems updates.
• Tests and recommends new hardware and software applications.
• Desires to offer exceptional customer service to the staff, students and families served by the WISD.
• Provides exemplary customer service by responding promptly and professionally to user inquiries.
• Demonstrates active listening to end-user needs and communicates technical solutions clearly, ensuring a positive user experience in all interactions.
• Creates and maintains user documentation for desktop support, ensuring clear guidance for end users.
• Trains and supports WISD and local district staff in the areas of administrative and instructional technology.
• Implements application of information technology resources to improve student learning and staff training, parent information and communication.
• Demonstrates the ability and eagerness to learn new instructional technology and administrative applications.
• Demonstrates the ability to work as part of a team, to communicate clearly, think creatively and relate well with other team members.
• Demonstrates the ability to train others in the classroom or office in the use of various hardware and applications.
• Regular, predictable attendance.
• OTHER DUTIES AS ASSIGNED

SUPERVISORY RESPONSIBILITIES

N/A

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Associates degree or equivalent coursework in information technology from an accredited school.
• Proven customer service experience, demonstrating an ability to troubleshoot and support both PC and Macintosh computers, including Windows, OS, and iOS devices.
• Two to three years of experience in supporting information technology on computer networks (TCP/IP based).
• Two to three years of experience supporting, maintaining, and upgrading Windows 10, Mac OS X, and Mac iOS. 
• Experience with wireless network administration and management.
• Experience with integrating phone technologies with Outlook/Exchange.
• Experience with Microsoft Outlook.
• Experience with Virus updates and remediation and other software that conducts operating system updates.

LANGUAGE SKILLS: 

• Possesses the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Exhibits the ability to write routine reports and correspondence. 
• Demonstrates effective communication skills to present information and respond to inquiries from staff and end users.

MATHEMATICAL SKILLS: 

• Demonstrates ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 
• Demonstrates the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

TECHNICAL SKILLS:

• Demonstrates excellent troubleshooting skills.

REASONING ABILITY: 

• Exhibits ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Demonstrates ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS 

• Microsoft certification desired.
• A+ certification or equivalent.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to stand, walk, sit, talk, see and hear.  The employee is occasionally required to stoop, kneel, crouch, crawl and reach with hands and arms.  The employee is continuously repeating the same hand, arm or finger motion many times. The employee must occasionally lift and/or move up to 50 pounds such as desktop computers, monitors, printers and various network and UPS devices. Specific vision abilities required by this job include close vision, distant vision and the ability to adjust focus.  This position requires the individual to travel and/or drive to various off-site locations. The position requires the individual to sometimes work irregular or extended work hours and meet multiple demands from several people.

ENVIRONMENTAL ADAPTABILITY:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is quiet to loud depending upon the activity in the particular part of the day. The employee may be required to be outdoors for periods of time, and therefore subject to varying weather conditions, for purposes of accomplishing the essential functions of this job.

FUNCTIONS OF POSITION DESCRIPTION:

This position description has been prepared to define the general duties of the position, provide examples of work and to detail the required knowledge, skills and ability as well as the acceptable experience and training for the position.  The description is not intended to limit or modify the right of any supervisor to assign, direct and control the duties of employees under supervision.  The WISD retains and reserves any and all rights to change, modify, amend, add to or delete from any portion of this description in its sole judgment.

This position description is not a contract for employment.

The WISD is an equal opportunity employer, in compliance with the Americans with Disabilities Act.  The District will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

TERMS:

Salary and other employment conditions are set forth by the Board of Education as reflected in the Non-affiliated Staff Manual. Starting salary ranging (dependent upon experience) from $51,327 - $63,083.

Washtenaw Intermediate School District is a drug-free workplace.

It is the policy and commitment of the Washtenaw Intermediate School District not to discriminate on the basis of race, sex, age, color, national origin, religion or handicap in its educational programs, activities, admissions, or employment policies in accordance with Title IX of the 1972 Educational Amendments, executive order 11246 as amended, Section 504 of the Rehabilitation Act of 1973 and all other pertinent state and federal regulations.