Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

Purpose Statement
Under the supervision of the Director of Information Technology (IT), the Technical Support Specialist II provides technical support and maintains the district’s technology infrastructure. This includes installing, configuring, troubleshooting, and repairing computers, audio/visual, peripheral equipment, and software applications in administrative and instructional environments. The role handles a high volume of user support requests, ensuring smooth system operations while delivering excellent customer service and managing stress effectively in a fast-paced setting.

Distinguishing Characteristics:
The Technical Support Specialist II provides technical support including installing, configuring, troubleshooting, and servicing networked computers and related equipment and software. In comparison, the Technical Support Specialist III performs technical support in addition to assigning work orders to the Information Technology staff.

• Provides Technical Support and Troubleshoot Issues
  • Assists teachers, staff, and students with using computers, software, and peripheral equipment.
  • Troubleshoots and resolves hardware, software, email, database access, and network connectivity issues.
  • Resolves help desk calls by documenting requests and forwarding them to the appropriate IT staff.
  • Collaborates with IT staff, vendors, and contractors to resolve network-related problems, such as connectivity and internet access issues.
  • Maintains composure under high-volume support requests, ensuring quick and efficient resolutions.
  • Drives to district sites as necessary to accomplish duties and responsibilities.
• Install, Configure, and Maintain Systems and Software
  • Installs, configures, and upgrades computers, printers, audio/visual equipment, peripheral devices, and software applications.
  • Ensures that new software is compatible with existing operating environments and hardware.
  • Tests, installs, and configures software, peripherals, and equipment to meet user requirements.
  • Regularly upgrades and maintains systems and software to ensure they perform at optimal levels.
• Diagnose and Repair Technical Issues
  • Uses cost-effective methods to troubleshoot and repairs computer and peripheral issues
  • Diagnoses failures in computer hardware, peripherals, and audio/visual equipment.
  • Repairs or replaces faulty components and test systems to verify proper operation.
  • Performs routine checks and updates to ensure systems run optimally 
  • Test existing operating systems and computers for potential viruses and security problems, addressing any vulnerabilities.
• Delivers Exceptional Customer Service and User Support
  • Provides excellent customer service by assisting users in both administrative and instructional settings.
  • Maintains professionalism and patience when managing high volumes of service requests.
  • Addresses technical issues promptly, offering clear and helpful solutions to users.
• Maintains Documentation and Inventory
  • Maintains an up-to-date inventory of replacement parts, tools, and supplies for computer and peripheral servicing.
  • Develops and maintains clear and accurate documentation for technical procedures, system configurations, troubleshooting steps, and repair histories.
  • Tracks inventory levels to ensure necessary components are available for repairs and upgrades.
• Collaborate with IT Team to Ensure Infrastructure Stability
  • Works collaboratively with other IT staff to maintain the district's technology infrastructure.
  • Assists team members with troubleshooting and maintaining systems that support both administrative and instructional functions.
  • Contributes to team efforts aimed at improving technology services and ensuring systems operate efficiently across the district.
• Other Functions
  • Performs other duties as assigned that support the overall objective of the position.

• Education and Experience
  A high school diploma or GED AND four years of recent (gained in the past six years) experience providing computer technical support, one year of which must have been in an enterprise business or education environment.
  OR
  An associate degree in information technology, computer science, management information systems, or a related field AND two years of recent (gained in the past four years) experience providing computer technical support, one year of which must have been in an enterprise business or education environment.
  OR
  A bachelor’s degree in information technology, computer science, management information systems, or a related field AND six months of recent (gained in the past two years) experience providing computer technical support in an enterprise business or education environment.
• Licenses and Certificates
  Possession of a valid California driver’s license and evidence of insurability must be presented/available upon acceptance of offer of employment and maintained throughout employment.  

Skills, Knowledge, and Abilities
Skills to:

• Install, configure, and maintain technology systems and software 
• Troubleshoot and resolve technical issues 
• Provide Exceptional Customer Service

• Computer systems, software applications, operating systems (e.g., Windows, Google Chrome, Apple MacOS), audio/visual equipment, and peripheral devices.
• Software installation, configuration, and troubleshooting processes.
• Computer networking including TCP/IP, network patch cables, network switches, and Wi-Fi equipment.
• How hardware and software interact and how to ensure compatibility.
• Network Systems and Connectivity
• Network hardware and software components, including how to resolve internet and database access problems.
• Issues related to email and network systems.
• Security and Virus Detection 
• Customer service principles for providing support in administrative and instructional environments.
• Technical Documentation and Inventory Management

• Troubleshoot and resolve technical issues quickly and efficiently.
• Diagnose and repair hardware, software, and peripheral failures using cost-effective methods.
• Test systems for potential issues and implement solutions to prevent or resolve them.
• Manage a high volume of service requests while maintaining composure under pressure.
• Prioritize tasks effectively and address technical issues promptly to minimize user downtime.
• Communicate technical information clearly to users of varying technical expertise.
• Maintain professionalism and patience when managing service requests.
• Work independently when required and also collaborate with IT staff to ensure system stability.
• Contribute to team efforts aimed at improving technology services and infrastructure.
• Learn and apply new technologies quickly and efficiently.
• Adapt to changing technologies and update systems and software as needed to stay current.
• Read, interpret, and apply complex technical information
• Continually learn and apply new information, skills, and technology
• Document technical procedures 
• Understand and follow oral and written directions
• Communicate clearly and concisely, both orally and in writing

• Ambulatory ability to move to various office and classroom-type locations and to walk, bend, stoop, reach, climb stairs, and climb a ladder to install and configure equipment.
• Ability to lift, push, and pull objects of medium weight (up to 50 lbs.) on an occasional basis.
• Hand eye coordination and dexterity to make small component connections.
• Visual acuity to read technical documents and instructions and align small components.
• Ability to work in confined areas with noise variations, dust, and limited ventilation.