Technology Support Specialist I or II - Newport News, United States - Newport News Public Schools

    Newport News Public Schools
    Newport News Public Schools Newport News, United States

    1 month ago

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    Description

    Classified - Position - Technology Positions

    Job Number

    Start Date

    Open Date 04/26/2024

    Closing Date 05/08/2024

    Technology Support Specialist I

    Job Summary

    Under the direction of the Supervisor of Technology Support Services, performs routine work. Work involves assisting team members with the servicing and repairing of computer hardware (desktops, laptops, and mobile computing devices), applications, and associated peripherals to include preventive maintenance and component replacement. Work requires providing professional customer service to staff and students. The work is dispatched from the help desk.

    Essential Duties

    1. Assists with the installation, maintenance and repair of computer hardware, applications, and associated peripherals.
    2. Assists with resolving computer hardware, application, and associated peripherals problems.
    3. Assists with the setup and configuration for new and replacement computer hardware, applications and associated peripherals.
    4. Familiar in the use of tools and equipment employed in testing and repairing of assigned systems.
    5. Tracks all work performed in the help desk work order system.
    6. Can travel to and from school's/work sites in the performance of duties.
    7. Utilizes appropriate safety equipment in the performance of duties.
    8. Conforms to all departmental procedures and policies.
    9. Models nondiscriminatory practices in all activities.
    (These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

    Minimum Qualifications (Knowledge, Skills and Abilities Required)
    • Must possess a High School diploma.
    • Must be able to demonstrate entry level experience in computer hardware and network support.
    • Must possess a basic understanding of Windows 7 operating system, Microsoft Office, Ethernet network, Microsoft Server 2008, Active Directory Tools, TCP/IP, DHCP and DNS protocols.
    • Must possess sound communication, customer service and professional skills.
    • Ability to work effectively with team members and, at times, without direct supervision; establish and maintain effective working relationships with co-workers and end-users; utilize time efficiently; follow oral and written instructions.
    • Must be able to operate a motor vehicle and possess a valid Virginia Driver's License.
    Salary - This position is paid at grade 28 of the pay plan, starting at $45,804

    For a complete job description visit

    Technology Support Specialist II

    Job Summary

    Under the direction of the Supervisor of Technology Support Services, performs specialized work. Work involves implementing, maintaining, servicing and monitoring computer hardware (desktops, laptops and mobile computing devices), associated peripherals, applications and network connectivity. Position carries out installation, testing, and technical tasks in support of computer hardware (desktops, laptops and mobile computing devices), associated peripherals, applications and network connectivity. Position provides professional, courteous and timely customer service to staff and students. The work can be assigned to a site or dispatched from the help desk.

    Essential Duties
    1. Installs and tests computer hardware, network connectivity, applications, peripherals and other computer related components/equipment.
    2. Maintains, repairs, upgrades, and enhances computer hardware, software, peripherals and other computer related components/equipment.
    3. Performs system level diagnostics and preventative maintenance to ensure computer hardware, network connectivity, applications, and associated peripherals are operational.
    4. Responds to emergency work requests; troubleshoots system failures and errors; diagnoses, isolates, and resolves system related problems ensuring timely results and minimal disruption of operations.
    5. Skilled in the use of tools and equipment employed in testing and repairing of equipment.
    6. Responds to questions and needs of end-users concerning supported systems.
    7. Interacts with other departmental team members to troubleshoot and resolve system-level problems.
    8. Updates system documentation to record installations, upgrades, configurations, etc.
    9. Utilizes appropriate safety equipment in the performance of duties.
    10. Tracks all work performed in the help desk work order system.
    11. Travels to and from school's/work sites in the performance of duties.
    12. May assist in training others.
    13. Conforms to all departmental procedures and policies.
    14. Models nondiscriminatory practices in all activities.
    (These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

    Minimum Qualifications (Knowledge, Skills and Abilities Required)
    • Must possess a High School diploma and 5 years of experience in computer support or any combination of education and experience to include industry certifications that provide the noted knowledge, skills, and, abilities to perform the essential duties.
    • Must possess a significant knowledge of the operation and repair and the principles and practices used in the configuration, installation, testing, and maintenance of computer systems, operating systems, collaborative applications, printers, interactive white boards, display projectors, and printers (experience with Dell computers, Microsoft operating and application systems, Hewlett Packard printers, and SMART technologies is preferred). Must possess significant knowledge of client computer characteristics on a local area network in an active directory environment (experience with TCP/IP, OSI model, Microsoft Active Directory, Group Policy, DHCP and DNS is preferred).
    • Must possess strong troubleshooting skills and the ability to diagnose/resolve computer system, application and associated peripheral problems.
    • Must possess strong skills in the use of the instruments and tools of the trade.
    • Must possess the ability to interpret and apply specialized technical manuals and reference materials.
    • Must possess the ability to prioritize tasks in order of importance; work independently and as a team member; and establish and maintain effective working relationships with co-workers and end-users.
    • Must possess a valid driver's license with a good driving record.
    Salary - This position is paid at grade 31 of the pay plan, starting at $50,052

    For a complete job description visit

    Position Control Number 5318

    Reports To Supervisor of Technology

    Duty Days 245

    Months 12

    Hours 8

    Salary Rate Range Starting at $45,804 TSS I and $50,052 TSS II

    Special Considerations
    Salary commensurate with education, training, experience, and internal equity. Paid at grade 28 or 31 on the compensation scale

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