Job Description

Title Code: C21040

Technician: Technology Support

This posting creates a pool of candidates for future positions that may become available.

JOB SUMMARY
Provides technical support to staff, teachers, and students in the use of approved software and hardware for traditional classrooms and virtual environments. Answers technical questions of all end users. Responds to support requests and performs assigned projects. Projects and requests may involve computer setup and configuration, hardware and software troubleshooting, following inventory procedures, and limited end user demonstrations. This work involves daily, weekly, and monthly technical responsibilities relating to the efficient and optimal operation of technology equipment. Travels between work locations during normal business hours.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Administers AACPS policies regarding use of computers and data access (e.g. installing software, security, etc.) for the purpose of ensuring compliance with district policy and Technology guidelines.
• Provides in-person or virtual school staff with available technical resources, assistance, documentation and support via phone, email, in person or using remote tools for the use of approved technology, including hardware, software, and the internet while adhering to the established Technology Support Services (TSS) policies and procedures.
• Installs, uninstalls, reimages, connect, configures, upgrades, troubleshoots, tests, and diagnoses wired and wireless desktop and laptop computer systems, system peripherals as well as load, following district established procedures, district approved desktop/laptop software.
• Uses the district provided Help Desk ticket system to open, track, document actions, monitor, escalate and resolve all customer service requests in a timely manner. (Requests for service may be presented via telephone, face to face, e-mail, or using the district Help Desk ticket system.)
• Provides basic troubleshooting of network issues, regular visual checks of server room conditions; temperature, power, alert lights and beeps, etc., removal of virus, spyware/malware, and malicious code, and makes appropriate notification to Technology staff following established procedures.
• Maintains a variety of manual and electronic files and/or records (e.g. permissions levels, network identification, security access, licenses, work logs, etc.) for the purpose of documenting activities, providing reference and audit trails as well as maintains workstation functionality (e.g. install patches and/or upgrades, imaging systems, etc.) for the purpose of ensuring availability of desktop/laptop and server functionality for all users.
• Performs established procedures, tasks, and provides support related to the Technology Refresh program, technology-based testing, opening (fall) and closing (summer) of assigned schools.
• Performs established procedures and tasks for Technology and Sensitive Items inventory. Responsible for verifying technology inventory on a yearly basis based on AACPS inventory policies and responsible for audits.
• Responsible for the use, care and maintenance of all issued equipment according to district policy and technology guidelines as well as maintains a neat and organized workspace.
• Attends meetings as assigned for the purpose of conveying and/or gathering information required to perform functions and job-related duties. May participate in Technology related projects.
• Performs other related duties as assigned within the same classification or lower.

MINIMUM 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, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• High School Diploma or Equivalency Certificate required.
• Other: 10 hours of technology classes preferred; or
• Associate\'s Degree Information Technology or related field of education from a regionally accredited college or university preferred; or
• Other: Certificates in the Technology Field including but not limited to: CompTIA A+, CompTIA Security+, CompTIA Network+, CompTIA IT Fundamentals, Microsoft 365: Modern Desktop Administrator Associate, Microsoft IT Support, Microsoft Technology Associate (MTA), Google IT Support Professional Certificate, AppleCare Mac Technician (ACMT), Apple Certified Support, Professional (ACSP), ITIL Foundation preferred;
• Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the applicant to successfully perform the duties of the position.

Experience

• One (1) year experience working with Computer/Networks or Software Applications preferred;
• Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the applicant to successfully perform the duties of the position.

Knowledge, Skills, Abilities and Other Characteristics

• Demonstrated ability to make necessary preparations and relocate technology equipment within the time constraints established by TSS and without assistance (relocate a standard computer lab).
• Ability to follow established procedures to manage requests, tasks and projects.
• Demonstrated ability to provide a high level of customer service to distraught or stressed individuals.
• Demonstrated ability to speak and write effectively.
• Ability to maintain a polite, courteous and respectful rapport and communications with students, school visitors and AACPS employees.
• Willingness to learn new technology skills.
• Ability to maintain attention to detail on assignments and meet inflexible deadlines.
• Ability to exercise initiative and good judgment in the timely execution of assigned responsibilities.
• Demonstrated ability to work effectively within a team environment.
• Ability to follow established procedures to manage requests, tasks and projects.
• Demonstrated ability to effectively work and communicate with diverse populations.
• Demonstrated proficiency with business technology applications (e.g. Video/Web Conferencing, Microsoft Office Suite - Word, Excel, Outlook, and/or PowerPoint preferred).

Licenses and Certifications
Employee must retain active licenses, certifications, and enrollment as a condition of employment.

• Hold or be eligible for Industry Certification relevant to this job preferred.
• Hold or be eligible for Driver\'s License (DL) Class C Non-Commercial issued by Maryland or State of Legal Residence (MVA/DMV) required; and
• Daily access to reliable transportation.

Driving Requirements

• Driving is required to conduct bona fide Board business that is within the scope of employment in this position.
• Personal Vehicle

CAREER LADDER REQUIREMENTS

Qualification Requirements for Employment in Higher Grade as a New Hire or Transfer requires:

• Two (2) additional years of successful experience required.
• Achievement of industry specific certification(s) relevant to this job required.
• Associate\'s degree in Information Technology or related field from a regionally accredited college or university required.

Eligibility for Consideration for Advancement from Lower Grade to Higher Grade requires:

• Two (2) years continuous successful experience in the position at the Lower Grade level.
• Mastery of all responsibilities and duties of the position.
• Achievement of Professional Certification, License or evidence of course completion in pursuit of such certification or license, if applicable.
• Evidence of completion of additional training that may be recommended by supervisor and/or participation in approved professional development programs or courses, approved in advance by the supervisor. Successful completion of a minimum of one professional development within the last two years is required. Successful completion of job specific professional developments identified on the job description, performance evaluations and/or the supervisor\'s documented recommendation are required.
• Achievement of identified goals as they relate to the needs of the district and as established by the supervior.
• Consistent maintenance of an effective and orderly work environment.
• Consistent compliance with general office procedures such as standards contained in the AACPS Employee Handbook; demonstration of discretion and excellent customer service; regular and punctual attendance; and building dress code, including wearing AACPS ID badge.
• Above Satisfactory overall job performance for the two most recent consecutive years of Performance Ratings.
• Letter of Recommendation written by the supervisor.

Additional Requirements for Advancement from Lower Grade to Higher Grade requires:

• Achievement of industry specific certification(s) relevant to this job required.
• Associate\'s degree in Information Technology or related field from a regionally accredited college or university required.

LEADERSHIP ROLE

• N/A

PHYSICAL DEMANDS/WORKING CONDITIONS
The physical demands and working conditions 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.

Physical Demands

• Walking: under 1/3 percent of the time
• Sitting: under 1/3 percent of the time
• Keyboarding: under 1/3 percent of the time
• Crawling: under 1/3 percent of the time
• Bending: under 1/3 percent of the time
• Talking: under 1/3 percent of the time
• As required by the duties and responsibilities of the position.

Vision
The vision demands with correction described here are representative of those that must be met to successfully perform the essential functions of this job.

• No special vision requirements

Work Environment
Location

• Office, school or similar indoor environment: over 2/3 percent of the time

Noise Level

• Moderate: under 1/3 percent of the time

Weight & Force
Lifting and carrying requirements

• Up to 40 pounds: under 1/3 percent of the time

Travel Requirements

• 40% daily day travel within the community between elementary school work locations
• 10% annual day travel within the community between middle and high school work locations

JOB INFORMATION

Approved Date: 2/1/2023
Established Date: 12/1/2010
Title Code: C21040
Title: TECHNICIAN: TECHNOLOGY SUPPORT
Reports to Generic: Senior Manager
Reports to Specific: MANAGER SENIOR: TECHNOLOGY SUPPORT SERVICES

ORGANIZATION

Division: Business Operations
Business Unit: Information Technology (IT)
Department: Technology Support Services
Negotiated Agreement: Secretaries and Assistants Association of Anne Arundel County (SAAAAC)

HR JOB INFORMATION

Unit: IV
Days Worked: 191
FLSA Exemption Status: Non-Exempt
Grade: SG11;SG12 Click to view salary scale. Scroll down to locate (Unit 4 - SAAAAC).
Essential Job:
Months Worked: 10
Hours Worked: 7
Job Family: Information Technology
Sub-Function: Support Services

Job Title : Technician: Technology Support

Primary Location : **Countywide Opportunities As They Occur

Salary Range : Please refer to the Unit IV salary scale online at www.aacps.org

Shift Type : 1.00 FTE

Anne Arundel County Public Schools