IT Technical Support Representative I - 1.0 FTE - Information Technology

Portland Public Schools Information Technology seeks an entry level IT Technical Support Representative I to deliver Tier I help desk support, troubleshoot hardware and software, and assist with deployments and staff training. This onsite role is based in Portland, Oregon.

Responsibilities

• Troubleshoot, diagnose, and repair hardware, software, networks, and peripheral equipment to meet user needs and resolve issues promptly.
• Provide service and support to end users via telephone, remote access, in person, or online channels.
• Gather user information and assess symptoms, perform initial diagnosis through the Service Desk, determine data needs, create service request tickets for field technical support, and log transactions in the designated tracking system.
• Identify and route problems to appropriate resources, escalate priority issues per district protocols, follow up with end users, and coordinate communications with vendors as needed.
• Develop and maintain knowledge of district technologies, hardware, software, telecommunications, and trends through formal training, publications, and collaboration with other technology staff; stay current with system updates.
• Update and install approved software including operating systems and office applications on user devices; assist during deployments, system upgrades, and related projects.
• Collaborate with colleagues to share information, participate in trainings, create user guides, and document technical processes; train staff to expand the district knowledge base.
• Support the District Equity Initiative by applying equity policies and participating in diversity and inclusion trainings; model professional behavior and contribute to improvements with equity considerations.
• Assess a broad range of technologies for district use and provide recommendations on purchases of computers, software, and peripherals.
• Track hardware, assets, and inventory in the IT Asset Inventory System; process incoming shipments, store items, and label or organize orders as directed.
• Attend conferences, in-service trainings, and meetings to stay current and collaborate with teams.
• May initiate orders for technology parts, equipment, and software.
• May assume a lead role, providing direction to assigned staff.
• Perform related duties as assigned.

Requirements

• High school diploma or equivalent with college-level coursework in Information Technology, Computer Science, or a related field, or one year of experience as an Instructional Technology Assistant or High School Site Technology Specialist with Portland Public Schools.
• Experience in a public K-12 school district or public agency serving a diverse community is highly desirable.
• Additional related work experience may substitute for an Associate’s degree on a year-for-year basis, and other combinations of education and experience that provide the required knowledge and abilities may be considered.
• Knowledge of methods and practices for installing, configuring, and maintaining computer hardware, software, networks, and peripherals.
• Knowledge of computer languages, operating systems, and software applications used by the district.
• Knowledge of the tools and techniques used to operate, maintain, and repair a variety of technologies and networks.
• Knowledge of network server systems, hubs, switches, routers, cabling, and local and wide area network configurations and software.
• Knowledge of common symptoms of network component malfunctions and standard inventory practices.
• Knowledge of basic record keeping and the technical aspects of the field; strong oral and written communication skills.
• Knowledge of applicable laws, codes, regulations, policies, and procedures; effective customer service skills using tact, patience and courtesy.
• Ability to deliver high levels of customer service to district stakeholders.
• Ability to install, configure, and maintain a variety of technologies, hardware, software, networks, and peripherals; troubleshoot and repair a range of tech issues.
• Ability to stay current with technological advances and explain policies and procedures to users.
• Ability to provide technical assistance to technology system users and resolve issues and complaints.
• Ability to operate tools and equipment used in computer system repair; advocate and implement the district's Racial Equity Initiative.
• Ability to receive, store, and inventory technology parts, software, and equipment; maintain various records.
• Ability to prioritize and schedule work; meet deadlines and communicate effectively in writing and verbally.
• Ability to drive a vehicle to conduct work and possess a valid driver’s license if required.
• Ability to establish and maintain effective working relationships; read and understand technical drawings; learn district policies and procedures; interpret and apply technical material, rules, and policies; communicate technical concepts to diverse audiences.

Technologies

• IT Asset Inventory System

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Prescription drug coverage
• Life insurance
• Disability insurance
• Employee assistance program
• 403(b) retirement savings plan
• Various leave and professional development programs
• Employee contributions toward insurance may apply

Distinguishing characteristics

The Technical Support Representative I is the entry level in the Technical Support series. This role provides basic Tier I support through the centralized Service Desk and email contact. It includes shadowing and training with the Technical Support Representative II to develop hardware and software field service expertise, with progression toward troubleshooting more complex, non-routine issues and broader responsibilities.

Special Requirements

• Some positions may require the use of a personal automobile and possession of a valid driver's license.

Working Conditions

Work is performed primarily in a standard office environment and on school campuses with public contact and frequent interruptions.

Hazards

Road conditions during heavy traffic and weather extremes; potential for conflict situations.

Physical Demands

Positions require the ability to work in an office and school setting, including driving to District facilities; dexterity to operate a keyboard, tools, and equipment; occasional crawling, kneeling and bending; and lifting or carrying cables, equipment, and supplies.

FLSA

Non-Exempt

Bargaining Unit

N/A

Salary

Annual salary range: USD 64,325 to 76,808.